{"id":5334,"date":"2022-01-22T00:40:05","date_gmt":"2022-01-22T00:40:05","guid":{"rendered":"https:\/\/mailinvest.blog\/index.php\/2022\/01\/22\/transforming-to-dcs-digital-customer-service\/"},"modified":"2022-01-22T00:40:05","modified_gmt":"2022-01-22T00:40:05","slug":"transforming-to-dcs-digital-customer-service","status":"publish","type":"post","link":"https:\/\/mailinvest.blog\/index.php\/2022\/01\/22\/transforming-to-dcs-digital-customer-service\/","title":{"rendered":"Transforming to DCS: Digital Customer Service"},"content":{"rendered":"

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Apple Podcasts<\/a> | Spotify<\/a> | Google Podcasts<\/a> | Amazon<\/a><\/span><\/p>\n

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What matters most in digital customer service isn\u2019t your customer\u2019s communication preference. Because whether they prefer to communicate digitally, live, or through a hybrid model, what\u2019s even more crucial is understanding how that communication will create the best experience for the customer at that exact moment<\/em>.<\/p>\n

There are three components of the Digital Customer Service (DCS) model that create an effortless CX that builds customer loyalty:<\/span><\/p>\n

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  1. The least complicated issues should be easily resolvable in online self-service<\/em>.<\/li>\n
  2. Assistance should happen on a customer\u2019s screen whenever they want to interact with a live person<\/em>.<\/li>\n
  3. What starts as a phone call should smoothly transition into an on-screen experience.<\/em><\/li>\n<\/ol>\n

    Today\u2019s guest, Rick DeLisi<\/strong><\/a>, Author and Lead Research Analyst at\u00a0Glia<\/strong><\/a>, shares his findings from the research backing his two books,\u00a0<\/span>Digital Customer Service<\/span><\/em><\/a>\u00a0and\u00a0<\/span>The Effortless Experience<\/span><\/em><\/a>. He has decades of experience in the customer service world. And his research dives into what digital transformation really means for CX.<\/span><\/p>\n

    In addition to his current role at Gila, Rick served as Director of Corporate Communications for what he describes as \u201cthe most successful un-successful airline in history.\u201d He also spent 15 years as VP Advisory and a Gartner Fellow with CEB and Gartner<\/a>.<\/p>\n

    Today Rick shares the details of Digital Customer Service. Making this transformation means empowering people doing what they do best and technology doing what it does best. It isn\u2019t just about deploying automation or being available in more channels. It\u2019s about meeting customers where they are, on their screen \u2014 no switching, no restarting.<\/p>\n

    Rick also shares his thoughts on culture and organizational success, customer journey mapping, on-screen communication, and how digital transformation supports an effortless customer experience and ultimately creates customer loyalty.<\/p>\n

    Rick and I also discussed:<\/p>\n

    \u2022<\/strong><\/span> Why \u201ccustomer experience\u201d is a \u201cmonster noun\u201d
    \u2022<\/strong><\/span> Why the perception of effortlessness lies at the root of great CX
    \u2022<\/strong><\/span> How digital transformation begins with process
    \u2022<\/strong><\/span> What the three components of the DCS model are
    \u2022<\/strong><\/span> How reducing live interaction minutes also reduces cost<\/p>\n

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    Hear Episode 180 and any\/every other conversation of The Customer Experience Podcast<\/strong><\/a><\/strong> in your favorite podcast player\u2026<\/p>\n

    In your podcast player, please give an extra click to rate the show (or even take a minute to leave a review) \u2013 it\u2019s very helpful!<\/p>\n

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    We also embed the full conversation and make it searchable right here in these blog posts<\/a>. The recording with Rick DeLisi<\/strong> is right here \u2026<\/p>\n

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    Sign up for a monthly email with CX insights and highlights<\/h4>\n
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    By entering your email, you are agreeing to receive occasional BombBomb news and communication. We will never sell or distribute your email address to any third party. You can manage your communication preferences here<\/a>.<\/p>\n

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    Video Highlights: <\/span>Transforming to DCS: Digital Customer Service<\/h2>\n

    Check out the top five video highlights from the discussion with Rick DeLisi<\/strong>\u2026<\/p>\n

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    1. <\/strong><\/span>Customer Experience as a \u201cMonster Noun\u201d<\/strong><\/h2>\n