The CX Goalkeeper had the great opportunity to interview Rick DeLisi
LinkedIn Headline: Co-Author of "Digital Customer Service: Transforming Customer Experience for an On-Screen World" and "The Effortless Experience"
Highlights:
00:00 Game Start
00:56 Rick's Introduction
02:13 The Effortless Experience & experience engineering
06:40 Rick's Values
08:10 The weakness of book "the effortless experience"
11:40 Automation, Collaboration & Communication
16:05 The importance of talking to a customer service agent
20:40 The combination of technology and psychology
21:42: The evolution of customer service
23:40 what we are going to discuss in 10 years time about CX
25:19 Is the effortless experience the perfect one?
27:57 The Digital Customer Service Book
28:40 Rick's Contact Details
29:27 Rick's Book Suggestion
31:20 Rick's Golden Nugget
… and much more
more on: www.cxgoalkeeper.com/RickDeLisi
Guest's Contact Details:
Thank you, Rick.
#cxgoalkeeper #customerexperience #podcast #leadership
