The Customer Experience Podcast 180. Transforming to DCS: Digital Customer Service w/ Rick DeLisi
Jan 25, 2022
49:56
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
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play, or Google Podcasts, and find more episodes on our blog.
Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.
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
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play, or Google Podcasts, and find more episodes on our blog.
Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.