Heading into 2022, the days of conventional call centers and impersonal service are numbered. In the next wave that will surprise and delight consumers, “digital customer service” leverages data and technology to create one-of-a-kind experiences where reps work alongside the people they serve as real-time problem solvers, even to the point of sharing screens. Rick DeLisi, lead analyst at Glia, talks about the concept as explained in a new book co-authored with CEO Dan Micheali, “Digital Customer Service: Transforming Customer Experience for An On-Screen World.”
