Episode notes

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 ... 

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Keywords
digitalthe effortless experience