180. Transforming to DCS: Digital Customer Service w/ Rick DeLisi

What matters in digital customer service isn’t the person’s main preference for digital, live, or hybrid. What matters is understanding the process that will create the best experience for the customer at that exact moment.
In this episode, I interview Rick DeLisi, Author and Lead Research Analyst at Glia, about some of the principles in his latest book, Digital Customer Service: Transforming Customer Experience for an On-Screen World, including the three primary components of the digital customer service (DCS) model.
Rick and I talked about:
What it means that “customer experience” is a monster noun
How digital transformation begins with process
What the 3 components of the DCS model are
Why reducing live interaction minutes also reduces cost
Why the perception of effortlessness lies at the root of great CX  


Check out these resources we mentioned:
Rick DeLisi on LinkedIn
Glia
Digital Customer Service
The Effortless Experience
Matt Dixon on LinkedIn
Bandon Dunes Golf Resort  


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