{"product_id":"digital-customer-service-ptransforming-customer-experience-for-an-on-screen-world-hardcover-p","title":"Digital Customer Service (Hardcover)","description":"\u003cdiv aria-expanded=\"true\" class=\"a-expander-content a-expander-partial-collapse-content a-expander-content-expanded\" style=\"box-sizing: border-box; overflow: hidden; position: relative; color: rgb(15, 17, 17); font-family: \" amazon ember arial sans-serif padding-bottom:=\"\"\u003e\n\u003cp style=\"box-sizing: border-box; padding: 0px; margin: 0px 0px 14px;\"\u003e\u003cspan style=\"box-sizing: border-box; font-weight: 700;\"\u003eDigital Customer Service is the new standard for creating a 5-star customer experience\u003c\/span\u003e\u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; padding: 0px; margin: -4px 0px 14px;\"\u003eAs much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. 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.\u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; padding: 0px; margin: -4px 0px 14px;\"\u003e\u003ci style=\"box-sizing: border-box;\"\u003eDigital Customer Service: Transforming Customer Experience for an On-Screen World\u003c\/i\u003e traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world.\u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; padding: 0px; margin: -4px 0px 14px;\"\u003eWritten for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), \u003ci style=\"box-sizing: border-box;\"\u003eDigital Customer Service\u003c\/i\u003e helps business leaders balance three critical priorities:\u003c\/p\u003e\n\u003cul style=\"box-sizing: border-box; margin: 0px 0px 0px 18px; padding-right: 0px; padding-left: 0px;\"\u003e\n\u003cli style=\"box-sizing: border-box; list-style: disc; overflow-wrap: break-word; margin: 0px;\"\u003eCreating an excellent experience for customers that increases customer loyalty and profitability\u003c\/li\u003e\n\u003cli style=\"box-sizing: border-box; list-style: disc; overflow-wrap: break-word; margin: 0px;\"\u003eDriving down the cost of Customer Service\/Support interactions, while increasing revenue through Sales interactions\u003c\/li\u003e\n\u003cli style=\"box-sizing: border-box; list-style: disc; overflow-wrap: break-word; margin: 0px;\"\u003eMoving quickly toward the goal of \"digital transformation\"\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp style=\"box-sizing: border-box; padding: 0px; margin: -4px 0px 0px;\"\u003eWe have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. \u003ci style=\"box-sizing: border-box;\"\u003eDigital Customer Service\u003c\/i\u003e provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.\u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; padding: 0px; margin: -4px 0px 0px;\"\u003e \u003c\/p\u003e\n\u003ch3 style=\"box-sizing: border-box; padding: 0px 0px 4px; margin: 0px; text-rendering: optimizelegibility; font-weight: 700; font-size: 18px; line-height: 24px; color: rgb(15, 17, 17); font-family: \" amazon ember arial sans-serif\u003e About the Author\u003c\/h3\u003e\n\u003cdiv class=\"a-section a-spacing-small a-padding-small\" style=\"box-sizing: border-box; margin-bottom: 0px; color: rgb(15, 17, 17); font-family: \" amazon ember arial sans-serif padding:\u003e\n\u003cp style=\"box-sizing: border-box; padding: 0px; margin: 0px 0px 14px;\"\u003e\u003cspan style=\"box-sizing: border-box; font-weight: 700;\"\u003eRICK DELISI\u003c\/span\u003e has been researching customer service and customer experience for the past two decades. He is the co-author of the bestselling book \u003ci style=\"box-sizing: border-box;\"\u003eThe Effortless Experience\u003c\/i\u003e, and has written several pieces published in the \u003ci style=\"box-sizing: border-box;\"\u003eHarvard Business Review\u003c\/i\u003e. Prior to working in customer service he was a journalist, winning four Associated Press awards for outstanding feature reporting.\u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; padding: 0px; margin: -4px 0px 0px;\"\u003e\u003cspan style=\"box-sizing: border-box; font-weight: 700;\"\u003eDAN MICHAELI\u003c\/span\u003e 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 \u003ci style=\"box-sizing: border-box;\"\u003eForbes\u003c\/i\u003e.\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e\u003cdiv class=\"a-expander-header a-expander-partial-collapse-header\" style=\"box-sizing: border-box; position: absolute; bottom: 0px; width: 683px; transition: opacity 0.4s ease-out 0s; outline: 0px; color: rgb(15, 17, 17); font-family: \" amazon ember arial sans-serif opacity:=\"\"\u003e\u003ca class=\"a-declarative\" data-a-expander-toggle=\"{\" allowlinkdefault more less data-action=\"a-expander-toggle\" style=\"box-sizing: border-box; color: rgb(0, 113, 133);\"\u003e\u003ci class=\"a-icon a-icon-extender-collapse\" style=\"box-sizing: border-box; background-image: url(\" https: background-size: background-repeat: no-repeat display: inline-block vertical-align: baseline position: relative margin-right: width: height: background-position:\u003e\u003c\/i\u003e\u003c\/a\u003e\u003c\/div\u003e","brand":"John Wiley \u0026 Sons","offers":[{"title":"Default Title","offer_id":50506227843142,"sku":"9781119841906","price":2364.0,"currency_code":"INR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0754\/2797\/1142\/files\/81-JI7BuntS.jpg?v=1790323719","url":"https:\/\/cb-india.com\/products\/digital-customer-service-ptransforming-customer-experience-for-an-on-screen-world-hardcover-p","provider":"Computer Bookshop (India) Pvt Ltd","version":"1.0","type":"link"}