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 nounHow digital transformation begins with processWhat the 3 components of the DCS model areWhy reducing live interaction minutes also reduces costWhy the perception of effortlessness lies at the root of great CX  Check out these resources we mentioned:Rick DeLisi on LinkedInGliaDigital Customer ServiceThe Effortless ExperienceMatt Dixon on LinkedInBandon 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.

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Creating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment, achieve desired outcomes, and exceed customer expectations in a personal and human way. The Customer Experience Podcast explores this challenge at various stages of growth as we all work together on the customer journey from acquisition to advocacy. Each episode features topics like: personal touch, human touch, customer journey, lifecycle marketing, sales process, customer service, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.