"Digital Customer Service: Transforming Customer Experience for an On-Screen World" by Rick DeLisi and Dan Michaeli outlines a digital-first strategy designed to improve customer loyalty while reducing operational costs. The book advocates for integrating live agents into the customer's on-screen journey, ensuring seamless transitions between automated and human support. Access the text at retailers like Amazon .
"Digital Customer Service: Transforming Customer Experience for an On-Screen World" by Rick DeLisi and Dan Michaeli outlines a digital-first strategy designed to improve customer loyalty while reducing operational costs. The book advocates for integrating live agents into the customer's on-screen journey, ensuring seamless transitions between automated and human support. Access the text at retailers like Amazon .
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