Digital Customer Service is the new standard for creating a 5-star customer experience.
As much as technology has improved our lives, customer service experiences remain unnecessarily frustrating for many people. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer’s own screen, even in situations where it is preferable to speak to an agent.
Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service and the evolution of customer expectations and the underlying psychology that drives customer behaviour – from the days of the first call centres in the 1980s all the way to today’s digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives.
Other books you may find useful:
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