Shows
Management MuseEp 93 - The New Rules of Customer Service: Making Work Better for Customers and Frontline TeamsEndless hold music. Clunky bots. Repeating your story five times.
We’ve all been there. But what if customer service didn’t have to feel like a test of patience?
In this episode of Management Muse, Cindi Baldi talks with Rick DeLisi, author and lead research analyst at Glia, about the new frontline of support: AI-enhanced service that puts results over sympathies.
Rick shares how smart systems now handle simple requests, route complex issues with full context, and tee up human reps to actually solve problems instead of just soothing frustration. Not only is t...
2026-01-2649 min
Manager Memo podcastGlia: Automate and ElevateRick DeLisi is an author and Lead Research Analyst at Glia, an online leader in Digital Customer Service. Rick shares his expertise on integrating AI into work processes to achieve effortless interaction. Enjoy the listen. Along the way we discuss AI for All (5:00), AI and new product launch (10:00), AI Pre-Op (15:30), the Chainsaw Analogy (17:30), Communicating with Bots (19:00), flying the plane (21:00), dealing with the skeptics (21:45), Glia, Data Security, and Responsible AI (25:15), and the AI 24/7 Focus Group (31:15). Empower your teams and drive revenue @ Glia, AI Built for Community Impact This podcast is partnered with LukeLeaders1248, a no...
2026-01-1836 min
Drop The Mic with Jason Hunt#240 – Rick Delisi: Customer Effort Beats Satisfaction, AI Eliminates Bad ServiceRick Delisi is a customer experience researcher, author, and thought leader who has spent over 20 years studying customer service from the rotary phone era to today's AI-powered solutions. As co-author of The Effortless Experience and Digital Customer Service, Rick has pioneered the understanding that reducing customer effort—not maximizing satisfaction—is the key to building loyalty.In this episode, we explore how AI is finally making it possible to eliminate bad customer service interactions entirely. Rick breaks down the concept of "AI for All" at Glia, where AI handles routine inquiries while empowering human agents with supercharged tool...
2026-01-0837 min
Sell By Being HumanEffortless Experiences: Redefining Customer Loyalty - Rich DeLisi, Author, Lead Research Analyst - GliaSummary:I'm kicking off 2026 with a conversation with Rick DeLisi, a thought leader in customer service and AI. Rick co-authored "Digital Customer Service: Transforming Customer Experience for An On-Screen World and is a leading researcher on providing world class customer experiences. If you have ever had to contact any company for a customer service issue - you know what it feels like to get poor customer service versus good customer service. The problem is that most if not all of those companies you've worked with will call themselves "customer centric". This conversation explores what it...
2026-01-0748 min
The Human Connection PodcastBeyond Automation: Using AI to Amplify Human Connection with Rick DeLisi"When AI is applied correctly, it allows your human beings, your frontline people, arguably the most important people in your company because they're the ones who are dealing directly with customers, to be more human."Join host Karl Pontau for an insightful conversation with Rick DeLisi, co-author of Digital Customer Service and The Effortless Experience, and creator of the Customer Effort Score metric. Rick shares how AI is revolutionizing contact centers—not by replacing humans, but by making them better at what they do best: connecting with customers.Discover how virtual assistants can handle routine ta...
2025-12-1722 min
Enablement UncannedTackling the AI Maturity Gap: Customer Support as a Growth EngineIn this episode of "Enablement Uncanned," Jack is joined by Rick DeLisi, a 20-year CX expert and researcher behind a groundbreaking industry study on AI maturity in customer service. Together, they delve into why high adoption rates of AI in customer support often fail to deliver full value, revealing how outdated practices and disjointed approaches hinder true transformation. Rick shares the surprising gap between widespread AI adoption and impactful results, while offering insights into how leading organizations are bridging this divide by turning contact centers into growth engines. He emphasizes that AI should not replace human interaction but enhance...
2025-12-0940 min
SHINY HAPPY PEOPLE with Vinay KumarEpisode 175: Rick DeLisi on AI and Customer ServiceSend us a textWith so much talk around it, it was about time we dedicated a whole episode to AI – and boy, have we got a power-packed one for you! Meet Rick DeLisi who is leading AI adoption in an industry that almost everyone one of us has had a direct experience with – customer service. Rick is Lead Research Analyst at Glia, co-author of the bestselling business book The Effortless Experience and a multi-time contributor to the Harvard Business Review with more than 20 years of experience in the customer experience industry. Thi...
2025-12-0456 min
Definitely, Maybe AgileHow AI is Transforming Banking Customer Service with Rick DelisiIn this episode, Peter Maddison and Dave Sharrock welcome Rick Delisi, Lead Research Analyst at Glia and co-author of "The Effortless Experience" and "Digital Customer Service," to discuss how AI is transforming customer service in banking and credit unions.Rick reveals why the future of contact centers isn't about eliminating human interaction; it's about automating the routine so humans can focus on building real relationships. Learn how banks are breaking the age-old trade-off between efficiency and customer experience, and why starting with internal-facing AI tools is the safest path to transformation.Discover the surprising truth...
2025-11-1343 min
Entrepreneurial Excellence PodcastThe Effortless Experience Advantage with Rick DeLisiWhat if everything you believe about “great customer service” is actually wrong?
In this episode, we sit down with Rick DeLisi — a 20-year expert on customer experience, bestselling author of The Effortless Experience, and lead researcher behind a landmark study on how over 1,000 business leaders are using AI in customer service.
Rick breaks down why real customer loyalty has nothing to do with delight, fancy gestures, or “wow moments.” It comes from something far simpler — making people feel smart for choosing you and giving them an experience that feels way easier than expected.
We also dive...
2025-11-131h 27
Next in QueueOur Time featuring Rick DeLisiThe Goonies were kids who lived in the “Goon Docks” – a blue-collar neighborhood whose existence is threatened by the development of a country club. Sean Astin, playing Mikey, has led them on an adventure in search of One-Eyed Willy’s rich stuff – a treasure everyone else had dismissed as mythical. For decades, contact centers have been like the Goon Docks – a place where good people do good work but a place that never garnered much respect from the country club set. But just like One-Eyed Willy’s rich stuff changed the course of the Goonies, the previously hidden treasur...
2025-10-1052 min
Mastering eCommerce Marketing185. What Customers Really Want with Rick DeLisiHost Eitan Koter opens this episode with Rick DeLisi, author and longtime customer loyalty researcher at GLIA, an interaction platform for banks and credit unions. Rick has spent years studying how everyday conversations with customers shape whether they stay or leave.He starts simple. People want what they want, their way, right now. That idea runs through the whole talk. Rick explains how to meet that bar by pairing quick, automated help for routine questions with a warm handoff to a person when things get complex.They get clear on measurement. Many teams launch AI...
2025-10-0730 min
Grow Weed at Home32 Years in Prison for Weed!Special Offer: Love Strawberry Cough? Use code COUGH20 at checkout over at Homegrown Cannabis Co. and get 20% off ALL Strawberry Cough feminized cannabis seeds!
His father spent 32 years in prison for weed. In this powerful episode of the Grow Weed at Home with Kyle Kushman podcast, Rick DeLisi shares his journey as the son of Richard DeLisi, America’s longest-serving cannabis prisoner. Rick opens up about the emotional toll of his father’s unjust 98-year sentence, the impact of the War on Drugs on his family, and how advocacy through The Last Prisoner Project helped secure hi...
2024-11-2816 minGrow Weed at HomeThe LONGEST Prison Sentence in US History - Richard DelisiIn this powerful episode, we sit down with Richard DeLisi, America’s longest-serving cannabis prisoner, to discuss his incredible journey from a 98-year sentence to freedom. Nicknamed “Uncle Rick,” DeLisi opens up about his emotional experiences in prison, how he stayed hopeful for decades, and the impact cannabis had on his life. He reflects on the injustice of his incarceration and shares the mission that drives him today—helping other nonviolent cannabis prisoners find their way to freedom through organizations like the Last Prisoner Project.
Use code COUGH20 at Homegrown to claim 20% off ALL Strawber...
2024-10-2925 min
Hash ChurchHash Church 5.0 Episode 12Send us a textJoin us for another great episode of hash CHurch.We are joined by Rick and Richard Delisi. Rick's father Richard spent 32 years in prison in Florida for Cannabis , and was recently released thru the last prisoner's project. Richard DeLisi was released on December 8, 2020 after serving 32 years of a 90-year prison sentence. Prior to his release he was the longest serving prisoner in the United States for non-violent cannabis offenses. Richard is now 71 years old and is working on re-building his life. If you want to hear how he's going about that please j...
2024-10-294h 07
Good PizzZa PodcastEpisode 99: DelisiosoEpisode 99: DelisiosoWhat’s Good Famiglia?! How we doin out there?! It’s still hot as hell in Sacramento, but I hope things are cooling down around your way and you’re getting ready for hoodie season!This week we have an absolute legend in the house. Richard DeLisi, cannabis advocate and entrepreneur, served 32 years of a 98-year sentence for a non-violent cannabis offense. Released in 2020 with help from the Last Prisoner Project, he co-founded DeLisioso with his son Rick and Kenneth Darby. In a remarkable turn, Richard now partners with Trulieve in Florida, the same state...
2024-10-081h 56
Bankadelic: The colorful side of financeEPISODE 166: A NEW AND BETTER WAY TO MEASURE SUCCESS WITH CUSTOMERSGlia's Lead Research Analyst Rick DeLisi returns to Bankadelic to introduce the 2024 Unified Interactions Index, which goes beyond measuring customer experience to also incorporate efficiency and effectiveness in contact centers. Using data from more than 3 billion customer interactions, the index represents a valuable tool to help financial institutions know where they stand among their peers. Rick also shares his views on how responsible AI plays out in the real world.
2024-09-2727 min
Above The FoldTaste Salud's Wellness Revolution with Mark GalvezWelcome to Episode 2 of Above the Fold! This episode features a special guest: Mark Galvez, Head of Customer Experience at Taste Salud—a wellness brand that brings the vibrant flavors of traditional Mexican agua frescas to the modern wellness space.From discussing confidence and emotional regulation in leadership to sharing career journeys, we explore the critical role of community in brand success, the challenges of integrating AI tools, and the value of premium ingredients. Mark also shares Salud’s unique customer care strategies, including free samples and no-questions-asked returns, which help build a loyal, engaged community.Jo...
2024-09-1242 min
Customer Success TalksMastering Storytelling in Customer Success | Christine NaiduJoin us as we delve into the art of storytelling in Customer Success Management with Christine Naidu to discover how to create memorable, effective stories that resonate with customers and align with their unique needs. We'll explore techniques to maintain authenticity while driving impactful communication, and offer practical advice on integrating storytelling into various customer success scenarios. Whether you're navigating complex product details or managing sensitive client situations, this episode is packed with insights that will elevate your narrative skills to effectively connect and engage.
Takeaways:
- Mastering Memorable...
2024-04-1850 min
The Father’s HeartProdigal Father Returns Part Two Restoration“Prodigal Father Returns Part Two: Restoration” Show Description: When the glitz and glitter of a fast pace high life ceases, and the music stops where will you find yourself? Ted Sr., the father, found himself in jail, sold out by the people who worked for him. Ted and his brother Rick went through a roller coaster ride of incarceration in and out of prison. But, through it all God had His hand on Ted Sr.’s life. Abandoned by all his friends, he found his son and daughter step up to the plate visiting their father i...
2023-02-1024 min
The State of Sales EnablementPreparing For SKO Season, Fake Gurus, Finding Success In New Roles, And More | This Month In Sales EnablementThis Month In Sales Enablement is your monthly wrap-up of the fast-evolving Sales Enablement space and its global community.Your hosts Felix Krueger and Devon McDermott will dial in LIVE from Sydney and Los Angeles to share with you analysis and opinion.InsightsSKO Season Alignment is one of the biggest opportunities that come with sales kick-offs (SKOs)Don't forget to share information prior to the event to make sure attendees are engaged and get the most out of the experienceReinforcement after the event is crucial to ensure value isn't lost (just...
2022-12-2154 min
Banking on Digital Growth249) #ExponentialInsights - The Effortless Experience: Exceeding Your Customer’s ExpectationsThe traditional customer interaction has steadily evolved in the age of digital customer service.
But many age-old frustrations that hinder the consumer experience still plague financial brands. And that’s a problem because customers aren’t loyal to brands - they’re loyal to positive experiences.
Rick Delisi , Lead Research Analyst at Glia and co-author of The Effortless Experience, shares how financial brands can get their customers’ loyalty back.
Join us as we discuss:
Underestimating customer expectations (5:35)
Diminishing returns in delighting customers (10:20)
Why video is vital to the digi...
2022-11-2844 min
Bankadelic: The colorful side of financeEPISODE 101: OUR BANKSGIVING SPECIAL EPISODE EXTRAVAGANZABack for the third consecutive year, Bankadelic's Banksgiving is a feats of smart observations and lively repartee as five fintech superstars share what they're thankful for, the annoying side dishes of anxiousness they could do without, and how thy've tried to make a difference in 2022.
Our dinner guests:
Rick Delisi, Lead Research Analyst, Glia
Brian Kaas, President and Managing Director, CMFG Ventures
Rob Strickland, CRO, VeriFast
Brad Tompkins, CIO, Vergent LMS
Will Tumulty, CEO Rapid Finance
2022-11-2234 min
SIMPLE brand With Matt LylesRick DeLisi - Digital Customer ServiceIn this week’s episode of the SIMPLE brand podcast, I talk with Rick DeLisi, author of Digital Customer Service: Transforming Customer Experience for an On-Screen World!Rick’s an author, a speaker, and a customer-experience expert who helps companies achieve greater customer loyalty. And he’s one of the co-authors of The Effortless Experience.Today, Rick’s back at it with his latest book - Digital Customer Service.The importance of crafting your customer experience centers around how you make your cus...
2022-10-191h 04
Masters of SupportLive Human Conversations in the Digital Age: How Do Call Centers Navigate This Mismatch | Rick Delisi, GliaWe live in a digital-first world. The pandemic made that even more of a reality. In this podcast, Rick DeLisi of Glia, shares how contact centers can navigate generational communication preferences and the desire for live human conversations to provide excellent customer service in the digital age.
Resources:
Digital Customer Service Book - Transforming CX for an On-Screen World
Why You Need to Measure Customer Experience in Your Contact Center (playvox.com)
Five Coaching Tips For Contact Center Agents that Work (playvox.com)
2022-08-2220 min
33 Tangents33 Tangents - Episode #214 - Summer Reading List 2022It’s summer time. It’s a time of the year when people take vacations and try to slow down a bit to enjoy the nice weather. One thing that many find enjoyable to have with them during this time is a book.
On this week’s episode, of the 33 Tangents podcast, Jim and Jason talk about the books that are currently at the top of their reading list.
Books We Mentioned:
A is for Analytics by Hila Dahan and Jason Thompson
Am I Over-Thinking This by Michelle Rial
The Elements of Choice by Eric J...
2022-06-2243 min33 Tangents33 Tangents - Episode #214 - Summer Reading List 2022It’s summer time. It’s a time of the year when people take vacations and try to slow down a bit to enjoy the nice weather. One thing that many find enjoyable to have with them during this time is a book.
On this week’s episode, of the 33 Tangents podcast, Jim and Jason talk about the books that are currently at the top of their reading list.
Books We Mentioned:
A is for Analytics by Hila Dahan and Jason Thompson
Am I Over-Thinking This by Michelle Rial
The Elements of Choice by Eric J...
2022-06-2243 min
Business Transformation Pitch with The CX GoalkeeperDigital Customer Service with Rick DeLisiThe 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...
2022-06-1334 min
Alacriti Payments PodcastEpisode 7: Maximizing Digital Customer Experience with the Zoomer GenerationWe’ve discussed in depth what Zoomers want from financial institutions on our podcast previously. An excellent customer experience, especially when it comes to digital payments, is a must-have for this generation. Rick Delisi, Glia's Lead Research Analyst, dives deeper into how financial institutions can have a fully integrated digital platform that meets the needs of their customers or members.
2022-05-1112 min
Customer Service Gold Dust PodcastEP 58: Rick DeLisiWelcome to Episode 58 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Rick DeLisi.Rick is an Author and Lead Research Analyst at Glia.We hear him describe what constitutes an "Effortless Experience"; the generational differences and how the next generation of consumers will interact with Customer Service; and deep-diving into various models that could point the way towards a more seamless technological transition within CX.------You can find Rick online at:LinkedInWebsite------...
2022-05-0444 min
Conversations on the CreekDigital Customer Service: Transforming Producer Experience on Their Screens with Rick DeLisi of GliaPartner Podcast # 17 | Digital Customer Service (DCS) technology is enabling insurers to reinvent how insurance companies interact with and support their agents and policyholders in today's digital everything world. Recorded at Duck Creek's Formation '22 conference, in this episode of the Conversations of the Creek partner podcast series, Rob Savitsky and Zach May sit down with Rick DeLisi of Glia to discuss major takeaways from DeLisi's latest book he co-authored entitled, Digital Customer Service: Transforming Customer Experience for an On-Screen World and how insurers can apply these takeaways to improving how they manage their relationships with agents, brokers, and other intermediaries...
2022-04-1212 min
Bankadelic: The colorful side of financeEPISODE 79: HOW BUSINESSES WIN THROUGH THE DIGITAL CUSTOMER SERVICE REVOLUTIONFinancial institutions and businesses of all kinds can no longer count on a voice-activated system—or even live agents—as exclusive means to solve customer problems. Enter Glia’s Rick DeLisi, who has a new book out, “Co-Author of "Digital Customer Service: Transforming Customer Experience for an On-Screen World” (Wiley). In it, DeLisi makes a compelling case for a greater unity between the screen, the phone and the customer service rep. Much of it boils down to having key information ready to share between those points at digital speed. It’s an encore appearance for DeLisi after one of this year’s most...
2022-03-2525 min
The Support Automation ShowDigital Transformation in Customer Experience with Rick DeLisi, Author and Lead Research Analyst at GliaIn this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Rick DeLisi, Author and Lead Research Analyst at Glia. They discuss the benefits of digital transformation in customer service and how businesses can offer effective digital solutions.Learn more about Rick and Glia:Rick's LinkedInGlia on LinkedInGlia on FacebookGlia on TwitterGlia on YouTubeGlia's Official WebsiteOther resources:Digital Customer Service BookIf you enjoyed this episode then please either:Subscribe, rate, and review on Apple PodcastsFollow on SpotifyThe Support Automation Show RSS FeedThe Support Automation Show is hand crafted...
2022-03-2440 min
Let's Talk About CXRick Delisi author of 'Digital Customer Service' and 'Effortless Experience'For our latest episode, we are featuring Rick Delisi. Rick has been researching customer service and customer experience for the past two decades. He is the co-author of the best-selling book The Effortless Experience, and has written several pieces published in the Harvard Business Review. Prior to working in customer service he was a journalist, winning four Associated Press awards for outstanding feature reporting.
Rick recently wrote “Digital Customer Service” with Dan Michaeli.
Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders bala...
2022-03-0228 min
How to Be Awesome at Your Job746: How to Foster Deep Connection and Influence with Zoe ChanceZoe Chance shares heartwarming, powerful, and practical advice for building relationships and getting people to say yes to you. — YOU’LL LEARN — 1) The one thing that motivates people more than money 2) How to exude more warmth and likability 3) The one question that helps you get along with anyone Subscribe or visit AwesomeAtYourJob.com/ep746 for clickable versions of the links below. — ABOUT ZOE — Zoe Chance is a writer, teacher, researcher, and climate philanthropist. She’s obsessed with the topic of i...
2022-02-2846 min
Lobby LandDeirdre DelisiWe are thrilled to welcome Deirdre Delisi to kick off Season Two of Lobby Land. Deirdre relives her first foray into politics on the first Lamar Alexander presidential campaign, her time working for Governor Rick Perry -- running one of his campaigns for Governor and working on his first presidential campaign -- and her tenure as Chairman of the Texas Department of Transportation (TXDOT). We also cover her experience in the private sector, life after the Capitol Grill and her love for Duke's Coach K.We enjoy hearing from our listeners, so please email us wi...
2022-02-2048 min
The Customer Experience Podcast180. Transforming to DCS: Digital Customer Service w/ Rick DeLisiWhat matters in digital customer service isn’t the person’s main preference for digital, live, or hybrid. What matters is understanding the process that will create the best experience for the customer at that exact moment.In this episode, I interview Rick DeLisi, Author and Lead Research Analyst at Glia, about some of the principles in his latest book, Digital Customer Service: Transforming Customer Experience for an On-Screen World, including the three primary components of the digital customer service (DCS) model.Rick and I talked about:What it means that “customer experience” is a monster nounHow...
2022-01-2549 min
AO on AirEpisode 8: Rick DeLisi on the Effortless ExperienceJoin us while interviewing the author of "Digital Customer Service" and "The Effortless Experience". Listen in to AO on Air while we discuss the future of customer experiences. Whether vendors know it or not, customer service has changed dramatically. If you aren't delivering a seamless or effortless experience, you will likely be falling behind. Join us as we talk with Rick DeLisi about the new customer experience. Rick has been researching customer service and experience for the last two decades. He has co-authored "The Effortless Experience" and has had many published pieces in HBR and won four AP...
2021-12-1625 min
Reading For SuccessBonus Episode: Interview with Rick DeLisiIn this bonus episode, Kristen interviews author of Digital Customer Service, Rick DeLisi!Kristen and Rick discuss the shift from phone to digital customer service and how it can help both businesses and customers have a better customer service experience.
2021-12-1018 min
Bankadelic: The colorful side of financeEPISODE 70: THE DIGITAL CUSTOMER SERVICE REVOLUTIONHeading 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.”
2021-12-0925 minReading For SuccessEp. 41 - Digital Customer ServiceIn this episode, Kristen and Russell review Digital Customer Service, by Rick Delisi and Dan MichaeliThese authors explore our changing world and how technology is shifting the customer success field. Listen in and hear Kristen and Russell discuss their strengths and whether or not it's worth the read!Next month, they will review Reimagine Customer Success by Sasi Yajamanyam.
2021-11-1113 minReading For SuccessEp. 40 - Now, Discover Your StrengthsIn this episode, Kristen introduces her new co-host, Russell Bourne! Together, they review Now, Discover Your Strengths by Don CliftonThis book contains a strength assessment and provides a guide for how to lead your team based on their skills. Listen in and hear Kristen and Russell discuss their strengths and whether or not it's worth the read!Next month, they will review Digital Customer Service, by Rick Delisi and Dan Michaeli. The new episode will be available on November 4th, 2021.
2021-10-0719 min
All Things Considered CX with Bob AzmanRick Delisi - Author - Effortless Experience and Digital Customer ServiceRick Delisi (co-author "Digital Customer Service" and Lead Research Analyst, Glia) has been researching customer service and customer experience for the past two decades. He is also the co-author of the bestselling book The Effortless Experience, and has written several pieces published in the Harvard Business Review. Prior to working in customer service he was a journalist, winning four Associated Press awards for outstanding feature reporting.
2021-09-1335 min
IBS Intelligence PodcastsEp287: How to get your digital customer service rightRick DeLisi, Lead Research Analyst, GliaWhat’s the real deal with Millennials and telephone calls? What they don’t want to do is be forced to dial a number that takes them out of their digital experience. We live on our screens but that doesn’t mean customers don’t want to talk to a bank representative in real time – phone and voice are not synonymous. It’s time to replace the phone-based call centre with a digital customer service and onscreen voice. Robin Amlôt of IBS Intelligence speaks to Rick DeLisi, Lead Research Analyst at Glia and c...
2021-09-0913 min
Amazing Business RadioDigital Customer Service featuring Rick DeLisi and Dan MichaeliShep Hyken interviews Rick DeLisi and Dan Michaeli, authors of Digital Customer Service: Transforming Customer Experience for An On-Screen World. They discuss why customer-centric companies need digital transformation. Top Takeaways: · Digital Customer Service is about interactions that take place on-screen or have a component of on-screen enhancements (on-screen automation, on-collaboration, on-screen communication).· Virtually every service experience starts as self-service. When a customer goes into a company's website or mobile app, they are at the beginning of their digital self-service journey.· In a Digital Customer Service interaction, the customers are already logged in and have al...
2021-09-0727 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper & the ECXO with Tue Sottrup: Product Led Customer SuccessThe CX Goalkeeper had a smart discussion with Tue Sottrup Chief CX Evangelist at Dixa & an Ambassador of the ECXO. Tue is passionate about customer service and engagement, and he truly believes that software can empower customers and businesses to build stronger bonds, be more efficient and increase productivity to unprecedented levels. You will learn: Some highlights on the ECXO How DIXA makes the conversation between companies and customers EASIER How agents can focus on the customers and not on the systems they are using How to...
2021-09-0618 min
Hash ChurchHash Church 3.0 Episode 22Send us a textJoin us for an incredible discussion on the sensory scientific approaches our different panelists have been engaged with , cannabis and hops. Nick Ziegler from Yakima Chief Hops joins us and drops KNOWLEDGE BOMBS, truly an incredible amount of knowledge in this mans head. Max Montrose joins us as well with a beautiful explanation on his INTERPENING work he's been engaged with. Jeremy Plumb chimes in and as always eloquently and masterfully. Debbie goldsberry brings us back to reality when we get to far down the rabbit hole and brings us bac...
2021-05-162h 52Reading For SuccessBonus Episode: Interview with Rick DelisiIn this bonus episode, Kristen interviews one of the authors of The Effortless Experience, Rick Delisi!
2021-05-1222 minReading For SuccessEp. 32 - The Effortless Experience Ch. 7-8This week, Kristen Hayer wraps up her review of:The Effortless Experience by Matthew Dixon, Nick Toman and Rick DelisiIf you're reading along, we'll be wrapping up this book next week with the final chapters. Recently, Kristen had the chance to interview Rick Delisi and we'll be sharing that with you as a bonus episode.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.
2021-05-1205 minReading For SuccessEp. 30 - The Effortless Experience Ch. 5-6This week, Kristen Hayer continues her review of:The Effortless Experience by Matthew Dixon, Nick Toman and Rick DelisiChapters 5 & 6 provide more insight into empowering your CSS reps and how you can gain more insight about your customers' experiences. If you're reading along, we'll be wrapping up this book next week with the final chapters. Recently, Kristen had the chance to interview Rick Delisi and we'll be sharing that with you soon!While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague...
2021-05-0507 minReading For SuccessEp. 30 - The Effortless Experience Ch. 3-4This week, Kristen Hayer continues her review of:The Effortless Experience by Matthew Dixon, Nick Toman and Rick DelisiThis episode explores chapters 3 & 4 of the book. Are you and your customers having the same service experience? Also, how can you create customer success experiences without being able to provide everything the customer wants?If you're reading along, next week Kristen will review chapters 5 & 6.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.
2021-04-2106 minReading For SuccessEp. 29 - The Effortless Experience Ch. 1-2This week, Kristen Hayer begins her review of:The Effortless Experience by Matthew Dixon, Nick Toman and Rick DelisiThis episode will kick off her thoughts on chapters 1 & 2 and why you should check it out. If you're reading along, next week Kristen will review chapters 3 & 4.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.
2021-04-1406 minReading For SuccessMinisode 2.4 - How to Shift from Selling Products to Selling ServicesThis week, Kristen Hayer reviews: An article from HBR.org called How to Shift from Selling Products to Selling Services by Doug ChungThe next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Kristen will begin her review of this book on April 14th.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.
2021-04-0707 minReading For SuccessMinisode 2.3 - Designing the Hybrid OfficeThis week, Kristen Hayer reviews: An article from HBR.org called Designing the Hybrid Office by Anne-Laure Fayard, John Weeks, and Mahwesh KhanThis article is about the recent move away from the standard office model in the US.The next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Kristen will begin her review of this book on April 14th.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with an...
2021-03-3107 minReading For SuccessInteview with Jim KalbachThis week, Kristen Hayer interviews: Jim Kalbach, author of The Jobs To Be Done Playbook.The next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Before Kristen starts digging into that, she'll be reviewing an article or two.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.
2021-03-3107 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Nils Hafner - S1E15 is about the Customer Experience Trend Radar 2021The CX goalkeeper had a smart discussion with Nils Hafner. Prof. Dr. Nils Hafner is a great friend of mine and an outstanding CX expert. In the DACH region one of the most known CX thought leader. He is an international Keynote Speaker, a Blogger, an Author and Professor at the University of Lucerne. How Nils explains CX and the examples he is using, make the discussions with him unforgettable. My key learnings: First Nils started with CRM Trends in 2006 and then moved to the Customer Experience Trend Radar 2021 The CX...
2021-03-2935 minReading For SuccessEp. 28 - The Jobs To Be Done Playbook Ch. 7 & 8This week, Kristen Hayer reviews:Chapters 7 & 8 of The Jobs To Be Done Playbook by Jim KalbachThis episode will wrap up our journey with the Playbook!The next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Before Kristen starts digging into that, she'll be reviewing an article or two.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.
2021-03-2405 min
Insightful LeadersEpisode #2: Using data and insights to drive change and strengthen commercial outcomesOur guest for today's episode is Karen Wynn. Karen is a senior customer centric leader with 20 years experience across customer insights, CX, customer retention, loyalty, strategy and marketing. For the past 9 years she’s been at RACQ in sunny Brisbane, Australia. We’re excited to have her on the show because she’s currently leading a group wide transformation of RACQ's value proposition and future product & service offering. Through a strategic and collaborative approach she is using data and insights to drive change and increase member centricity, strengthen commercial outcomes and deliver value to members and commun...
2021-02-1643 min
Don’t Miss The Most Critically-Acclaimed Full Audiobook Today!The Effortless Experience by Matthew Dixon, Nick Toman, Rick DeLisiPlease visithttps://thebookvoice.com/podcasts/2/audible/98131to listen full audiobooks.
Title: The Effortless Experience
Author: Matthew Dixon, Nick Toman, Rick DeLisi
Narrator: Matthew Dixon, Nick Toman, Rick DeLisi
Format: mp3
Length: 6 hrs and 37 mins
Release date: 03-03-20
Ratings: 4.5 out of 5 stars, 114 ratings
Genres: Consumer Behavior & Market Research
Publisher's Summary:
In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head...
2020-03-036h 37The Customer Experience Podcast56. 3 Customer Experience Myths Debunked & Set Straight w/ Ethan BeuteThe most economically valuable thing you can do is to meet customer expectations. Meet the expectations. Not exceed customer expectations. Not surprise and delight your customers at every turn. Actually, the best way (economically and experientially) to serve your business and especially your customers is to meet their expectations. I’m Ethan Butte, here today on The Customer Experience Podcast to share my appreciation for a book that I’m, yes, late to the party on. It’s called The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi. The first chapter of The...
2020-01-2312 min
Gartner ThinkCastMake Your Groups Elite; Good is the New CoolForget the unicorns and rainbows. We all don't have to sing "Kumbaya" to establish a good company culture. "We think of good cultures as these places where people are happy, happy, happy all the time, where there's no arguments. That is not true. Good cultures are places where people have strong, vibrant, energetic arguments all the time." (Dan Coyle, Best-selling Author) We won't be argumentative, but we always want to challenge to standard notions for driving success, and this time on Gartner ThinkCast, we look at what elevates the best groups and teams above the...
2019-04-021h 03
Socially Supportive: Customer Care the Social WayEpisode 236 – Reducing Customer EffortA Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure.
Brought to you by:
The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund wit...
2018-07-2621 minSocially Supportive: Customer Care the Social WayEpisode 235 – Hiring the Right Type of AgentA Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you!
Brought to you by:
The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love...
2018-07-2514 minSocially Supportive: Customer Care the Social WayEpisode 234 – Rewind – Use Automation to Reduce Handle TimeA Tech Tuesday Episode. All things Technology related to providing digital customer service.
Brought to you by:
The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing...
2018-07-2423 min
Listen Up, Read With Ease With Full Audiobook | Business, Career SkillsJanuaryFebruary 2017 by Harvard Business Review | AudiobookListen to full audiobooks for free on :https://hotaudiobook.com/freeTitle: JanuaryFebruary 2017Author: Harvard Business ReviewNarrator: Todd MundtFormat: HighlightsLength: 1 hr and 49 minsLanguage: EnglishRelease date: 01-10-17Publisher: Harvard Business SchoolGenres: Business, Career SkillsSummary:In this issue:IDEA WATCH"The Power of Positive Surveying" by the Editors of Harvard Business Review.FEATURE ARTICLES"Curing the Addiction to Growth" by Marshall Fisher, Vishal Gaur, and Herb Kleinberger."Are You Solving the Right Problems?" by Thomas...
2017-01-101h 49
Discover Legally Popular Titles Full Audiobooks in Mysteries & ThrillersKick-Ass Customer Service Audiobook by Matthew Dixon, Lara Ponomareff, Scott Turner, Rick DeLisiListen to the full audiobook free with a 30-day trial. Go tohttps://hotaudiobook.com/freeTitle: Kick-Ass Customer Service
Author: Matthew Dixon, Lara Ponomareff, Scott Turner, Rick DeLisi
Narrator: Fleet Cooper
Format: Unabridged
Length: 23 mins
Language: English
Release date: 12-21-16
Publisher: Harvard Business School
Genres: Newspapers & Magazines, Business
Publisher's Summary:
Consumers want results - not sympathy.
"Kick-Ass Customer Service" is from the January/February 2017 issue of Harvard Business Review.
Contact me for any questions: inforeq17@gmail.com
2016-12-2123 min
Voices of War~ What about the Children?This week’s award winning show will put focus on our children of the cannabis war! The first voice we will hear from will be Jasmine Scarmazzo. Jasmine’s dad, Luke Scarmazzo has been in prison for 8 years for mmj. His partner Ricardo has also, their children started a petition asking President Obama to grant their fathers clemency. Jasmine will tell us more about the petition and how her fathers incarceration has affected her life. We will hear from Craig Cesal (serving LIFE), then George (served 33 years), they will answer the question, What about the children? At 10:00 we will hear from Ric...
2016-03-132h 07
Planet Green TreesPlanet Green Trees Episode 226-The 3 Hardest Days in GolfTonight 8-10pm EST Listen LIVE! at www.planetgreentrees.com or call in 347-326-9626Hosted by attorney Michael Komorn from Komorn Law and Chad fromBirmingham CompassionContributions from Rick Thompson from The Compassion Chronicles, Jamie Lowell from The 3rd Coast Compassion Center, and attorney Jeff Frazier of Komorn Law.Tonight- Richard Delisi was sentenced to an inhumane 3 consecutive 30 year sentences, a "de-facto" life sentence, for pot because of a technical error- according to International The Human Solution site devoted to the Delisi Project. There will be a long awaited court hearing in Florida next mon...
2014-11-212h 06
Texas Tribune TribLiveAudio: Assessing the Perry LegacyTwo of Gov. Rick Perry's top former aides, GOP strategists Deirdre Delisi and Rob Johnson, sit down with two Democrats, consultant Harold Cook and Rep. Donna Howard of Austin, to size up Perry's legacy after 14 years as Texas governor.
2014-11-1900 min
The Small Business Radio Show#244 Barry Nalebuff of Honest Tea, Dana Ardi and Rick DeLisiScheduled Guests: Barry Nalebuff, founder of Honest Tea. Dana Ardi talks about why Beta leaders will rule the world, Rick DeLisi tells us how delighting customers does not always keep them loyal. Dan Page shows us how small businesses can get great publicity.Rob Wilson from Employco discusses the Affordable Health Care Act. Judd Hollas discusses how to find funding for your startup. Sponsored by Nextiva and Sage One.Become a supporter of this podcast: https://www.spreaker.com/podcast/the-small-business-radio-show--3306444/support.Listen to all the episodes of The Small Business Radio Show at www.barrymoltz...
2013-10-041h 05