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RICK DELISI
DAN MICHAELI
DIGITAL CUSTOMER SERVICE
Transforming Customer Experience for an On-Screen World
Copyright © 2021 by Glia Technologies Inc. All rights reserved.
Published by John Wiley & Sons, Inc., Hoboken, New Jersey.
Published simultaneously in Canada.
No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, (978) 750-8400, fax (978) 646-8600, or on the Web at www.copyright.com. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) 748-6011, fax (201) 748-6008, or online at http://www.wiley.com/go/permissions.
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Library of Congress Cataloging-in-Publication Data
Names: DeLisi, Rick, author. | Michaeli, Dan, author.
Title: Digital customer service : transforming customer experience for an on-screen world / Rick DeLisi, Dan Michaeli.
Description: Hoboken, New Jersey : Wiley, [2021] | Includes index.
Identifiers: LCCN 2021024441 (print) | LCCN 2021024442 (ebook) | ISBN 9781119841906 (cloth) | ISBN 9781119842071 (adobe pdf) | ISBN 9781119842064 (epub)
Subjects: LCSH: Customer services.
Classification: LCC HF5415.5 .D445 2021 (print) | LCC HF5415.5 (ebook) | DDC 658.8/12—dc23
LC record available at https://lccn.loc.gov/2021024441
LC ebook record available at https://lccn.loc.gov/2021024442
Cover Design and Image: © Glia Technologies Inc.
To “The Customer”:As you have transformed to a digital-first lifestyle, may all your Service experiences be transformed as well.
About the Authors
RICK DELISI 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 that have been published in the Harvard Business Review. Prior to working in customer service research, he was a journalist, winning four Associated Press awards for outstanding feature reporting.
DAN MICHAELI is CEO and co-founder of Glia, the New York–based technology company that has become an industry leader in Digital Customer Service. The Glia platform helps businesses reinvent how they support customers in a digital world. He is an award-winning speaker who has been a contributor to numerous publications, including Forbes.
Foreword
You could say that customer service runs in my blood. My mother started her career working in the American Airlines reservation center, moving her way up through the organization before continuing on to lead customer service operations and consulting teams at companies like EDS and AT Kearney.
My first job in high school was as a telemarketer, calling people just as they sat down for dinner to ask if they wanted to subscribe to HBO (they loved me). My first job out of college was with a major US contact center outsourcer, and I've been in customer experience and contact center consulting for the last 20+ years.
Over
