Digital Customer Service: Transforming Customer Experience for An On-Screen World

  • 2h 52m
  • Dan Michaeli, Rick DeLisi
  • John Wiley & Sons (US)
  • 2021

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.

In this Book

  • Foreword
  • The Win-Win-Win-Win
  • The Peaks and Valleys of Customer Service
  • Digital Self-Service Changed Things Forever
  • The Three OnScreen Pillars of DCS
  • The Process – A Step-by-Step Guide
  • The People – Empowering Agents, Leaders, and (Even) Bots
  • The Positioning – How DCS Future-Proofs Your Company
  • Epilogue—To Infinity and Beyond
  • Digital Customer Service FAQs
  • Notes