Transforming Customer Experience for an On-Screen World
Shep Hyken interviews Rick DeLisi and Dan Michaeli, authors of Digital Customer Service: Transforming Customer Experience for An On-Screen World. They discuss why customer-centric companies need digital transformation.
“Customers are now “on-screen” and companies need to meet them on the channels that they are using to enhance the effectiveness, efficiency, and experience of every interaction.”
“The focus of Digital Customer Service is finding the right balance between human interaction and virtual interaction (such as automation and AI) depending on what the customer needs.”
“The biggest myth about Digital Customer Service is that it doesn’t involve human interaction and that everything is handled by AI or bots.”
“The impact of the pandemic is that it made all of us digital natives. We are all always within an arm’s reach away from a screen 24 hours a day.
“Customer effort, one of the biggest predictors of loyalty after a service interaction, is formed by one-third of what the customer needs to do and two-thirds of how it feels to them.”
Rick DeLisi is the co-author of the best-selling book, The Effortless Experience. He has been researching the psychology of customer behavior and expectations in service for the past two decades
Dan Michaeli is the CEO of New York-based Glia, a leader in helping companies reinvent how they serve their customers. He develops solutions that create world-class digital customer experiences for “traditional” non-digital-native organizations.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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