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Digital Customer Service
Book

Digital Customer Service

Transforming Customer Experience for an On-Screen World

Rick DeLisi and Dan Michaeli
Wiley, 2021

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Editorial Rating

7

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Recommendation

For most people, digital screens provide the constant in their lives, yet many companies have yet to fully embrace digital transformation, say Rick DeLisi and Dan Michaeli. Consumers have increasingly negative perspectives of customer service, because many companies fail to create truly seamless experiences. DeLisi and Michaeli call for a mind-set shift – one in which companies embrace a digital-first culture, empower customers to solve their own problems and increase customer digital self-sufficiency. Companies that fail to adapt will lose their competitive advantage, as customers expect brands to evolve with them.

Take-Aways

  • Humans live in a digital world, but many brands fail to embrace digital transformation.
  • People don’t want to talk on the phone with customer service; they expect a seamless digital experience.
  • People have negative perceptions of – and rage-inducing experiences with – call centers.

About the Authors

Co-author of The Effortless Experience Rick DeLisi contributes to the Harvard Business Review. Co-founder and CEO of Glia Dan Michaeli contributes to Forbes.

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