1 Executive Summary
When it comes to customer interaction, customer centricity is key. In order to achieve this approach, taking a holistic view is important: consider many aspects of marketing and sales, but also neuro-science, data science, ethics, privacy, and security. Technological aspects, such as artificial intelligence, the Internet of Things, or “intelligent” data management, facilitate creating new customer-centric ecosystems, but are not ends in themselves. Furthermore, it is essential to interact in an individualized and trustworthy way with customers. Concepts such as using personal digital twins can help to achieve this goal.