Intro -- Contents -- Prologue: The Magic of Connected Strategy -- Ch. 1: The Connected Strategy Framework -- Part 1: The Rewards of Connected Strategies -- Ch. 2: Breaking the Trade-off between Superior Customer Experience and Lowering Costs -- Ch. 3: Workshop 1 -- Part 2: Creating Connected Customer Relationships -- Ch. 4: Recognize, Request, and Respond -- Ch. 5: Repeat -- Ch. 6: Workshop 2 -- Part 3: Creating Connected Delivery Models -- Ch. 7: Designing Connection Architectures -- Ch. 8: Revenue Models for Connected Strategies -- Ch. 9: Technology Infrastructure for Connected Strategies -- Ch. 10: Workshop 3 -- Epilogue: Seizing the Connected Strategy Potential -- Sources -- Index -- About the Authors and Acknowledgments.