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Top Takeaways:


“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:
  1. What is Digital Customer Service?
  2. Why should companies undergo a digital transformation?
  3. What is the difference between customer service and self-service?
  4. How can companies find the balance between human interaction and digital interaction?
  5. What is a digital native?

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