Rick DeLisi has been researching customer service and customer experience for the past two decades. He is coauthor of the bestselling book The Effortless Experience, and has written several pieces published in the Harvard Business Review.
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As 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 experienc... SEE MORE