For our latest episode, we are featuring Rick Delisi. Rick has been researching customer service and customer experience for the past two decades. He is the co-author of the best-selling book The Effortless Experience, and has written several pieces published in the Harvard Business Review. Prior to working in customer service he was a journalist, winning four Associated Press awards for outstanding feature reporting.
Rick recently wrote “Digital Customer Service” with Dan Michaeli.
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"

Useful links:

Digital Customer Service website: https://www.digitalcustomerservicebook.com/
Digital Customer Service book on Amazon: https://www.amazon.com/dp/1119841909/
The Effortless Experience on Amazon: https://www.amazon.com/Effortless-Experience-Conquering-Battleground-Customer/dp/1591845815
Rick Delisi on Linkedin: https://www.linkedin.com/in/rick-delisi-1122257/
Let's Talk About CX website: https://www.letstalkabout.cx/

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