Digital Customer Service

Digital Customer Service is the new standard for creating a 5-star customer experience

As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent.

Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world.

Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities:

• Creating an excellent experience for customers that increases customer loyalty and profitability
• Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions
• Moving quickly toward the goal of "digital transformation"

We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.

RICK DELISI has been researching customer service and customer experience for the past two decades. He is the co-author of the bestselling book The Effortless Experience, and has written several pieces published in the Harvard Business Review. Prior to working in customer service he was a journalist, winning four Associated Press awards for outstanding feature reporting.

DAN MICHAELI is CEO and Co-Founder of Glia, the New York-based technology company that has become an industry leader in Digital Customer Service. The Glia platform helps businesses reinvent how they support customers in a digital world. He is an award-winning speaker who has been a contributor to numerous publications including Forbes.

PRAISE FOR DIGITAL CUSTOMER SERVICE "As rapidly as customer expectations and behaviors have been evolving, the practice of Customer Service needs to transform just to keep pace. This book offers a compelling and pragmatic blueprint for how companies can create an effortless experience in today's digital world." Matt Dixon Co-Author, The Effortless Experience and The Challenger Sale "When we first wrote Customer Success our objective was to create the definitive playbook for what was then a newly-emerging category. I believe what Rick and Dan have done accomplishes the same goal. Digital Customer Service is a must-read that clearly defines how service can and must be delivered going forward." Nick Mehta Co-Author, Customer Success and CEO, Gainsight "In advising hundreds of companies about how to create amazing customer service experiences, it is now readily apparent that the definition of 'amazing' must also include digital transformation. This book explains the 'why' and 'how' of Digital Customer Service wrapped in a creative, fun-to-read narrative." Shep Hyken Author, The Convenience Revolution and I'll Be Back

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