Ep287: How to get your digital customer service right

Rick DeLisi, Lead Research Analyst, Glia

What’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 co-author of The Effortless Experience and Digital Customer Service.