180. Transforming to DCS: Digital Customer Service w/ Rick DeLisi

<p>What matters in digital customer service isn’t the person’s <em>main </em>preference for digital, live, or hybrid. What matters is understanding the process that will create the best experience for the customer <em>at that exact moment</em>.</p> <p>In this episode, I interview <a href="https://www.linkedin.com/in/rick-delisi-1122257/">Rick DeLisi</a>, Author and Lead Research Analyst at <a href="https://www.glia.com/">Glia</a>, about some of the principles in his latest book, <a href="https://www.digitalcustomerservicebook.com/"><em>Digital Customer Service: Transforming Customer Experience for an On-Screen World</em></a>, including the three primary components of the digital customer service (DCS) model.</p> <p>Rick and I talked about:</p> <ul><li>What it means that “customer experience” is a monster noun</li> <li>How digital transformation begins with process</li> <li>What the 3 components of the DCS model are</li> <li>Why reducing live interaction minutes also reduces cost</li> <li>Why the perception of effortlessness lies at the root of great CX  </li> </ul> <p>Check out these resources we mentioned:</p> <ul><li><a href="https://www.linkedin.com/in/rick-delisi-1122257">Rick DeLisi on LinkedIn</a></li> <li><a href="https://www.glia.com/">Glia</a></li> <li><a href="https://www.digitalcustomerservicebook.com/">Digital Customer Service</a></li> <li><a href="https://www.amazon.com/Effortless-Experience-Conquering-Battleground-Customer/dp/1591845815">The Effortless Experience</a></li> <li><a href="https://www.linkedin.com/in/matthewxdixon">Matt Dixon on LinkedIn</a></li> <li><a href="https://www.bandondunesgolf.com/">Bandon Dunes Golf Resort</a>  </li> </ul> <p><em>Subscribe, listen, and rate/review the Customer Experience Podcast on </em><a href="https://itunes.apple.com/us/podcast/the-customer-experience-podcast/id1453581989"><em>Apple Podcasts</em></a><em>, </em><a href="https://open.spotify.com/show/6dv6SvwyqOI02pjzJ8srQq"><em>Spotify</em></a><em>, </em><a href="https://play.google.com/music/listen?u=0#/ps