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

What matters in digital customer service isn’t the person’s main preference for digital, live, or hybrid. What matters is understanding the process that will create the best experience for the customer at that exact moment.In this episode, I interview Rick DeLisi, Author and Lead Research Analyst at Glia, about some of the principles in his latest book, Digital Customer Service: Transforming Customer Experience for an On-Screen World, including the three primary components of the digital customer service (DCS) model.Rick and I talked about:What it means that “customer experience” is a monster nounHow digital transformation begins with processWhat the 3 components of the DCS model areWhy reducing live interaction minutes also reduces costWhy the perception of effortlessness lies at the root of great CX  Check out these resources we mentioned:Rick DeLisi on LinkedInGliaDigital Customer ServiceThe Effortless ExperienceMatt Dixon on LinkedInBandon Dunes Golf Resort  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play, or Google Podcasts, and find more episodes on our blog.Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.