August 2021
Intermediate to advanced
256 pages
4h 45m
English
Content preview from Digital Customer Service
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SECTION TwoDCS Terminology Overview
This section is the “meat” of the book and consists only of Chapter 4, the most detailed of the seven.
Here we will explore each of the elements of a digital-first service model – with precise definitions, clear descriptions about what is so different, and practical examples of how DCS impacts real-life customer interactions.
In addition, we'll provide you with tools that will make it much more effortless for you to discuss digital transformation with your peers in IT, as well as with your CFO.
This is a section that digs into the fine details. If that’s what you’re looking for, you’ve come to the right place. If you’re more of a skim-and-diver, take a quick flyover and dip into the areas that are most relevant to your interests and responsibilities.
At some level, what we'll be describing in this section might feel like some “aspirational vision of the future,” but keep in mind that everything you'll be reading about is already a reality for those companies that are moving forward with the digital transformation of their customer service operations.
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.