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/