Join us for the premiere of this new book, released September 1st, that delivers an insightful and comprehensive exploration of the ongoing digital transformation of customer service. This book reveals why every service interaction should happen on the customer’s own screen—whether that’s a mobile device, laptop, or desktop computer—even in situations where a customer needs to have a live conversation with a company representative.
Detailing the operational and cultural changes taking place at leading companies worldwide, the book explains how Digital Customer Service (DCS) is helping Service leaders accomplish two critical goals simultaneously--decreasing the cost of Service, while also increasing member loyalty.
Sponsored by:
When?
Wednesday, September 29 | 2:00 PM ET
Rick Delisi, lead research analyst, Glia
Rick DeLisi (Lead Research Analyst) is a researcher/presenter who is best-known as the co-author of the best-selling business book, "The Effortless Experience", and the new book called "Digital Customer Service" which he co-authored with Glia CEO Dan Michaeli. Prior to joining Glia he spent 15 years with Gartner, specializing in Customer Experience, Customer Service and Communications. He was named a Gartner Fellow based on his research into the connection between employee effort and customer loyalty. Past experiences also include stints in the airline and hospitality industries, as well as TV and radio broadcasting. Rick is the co-author (along with Daniel Michaeli), of the upcoming book: Digital Customer Service: Transforming Customer Experience for An On-Screen World, published by Wiley (release date: August 31st, 2021) He has appeared at live events in over 25 countries and 100 cities, including New York, London, Paris, Amsterdam, Sydney, Johannesburg and (his guilty favorite) Las Vegas.
