Ep287: How to get your digital customer service right
About this episode
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.
Get every episode summarized
Each time IBS Intelligence Global FinTech Interviews publishes, we email you a written briefing from the transcript — the topics, who appeared, and any specific claims, with the ad reads skipped.
Email me new episodesFree for 3 shows. No card needed.
Hosts & guests
No transcript yet
This episode has not been transcribed. Request it and it moves to the front of the queue.
More episodes
More from IBS Intelligence Global FinTech Interviews
EP1036: Why AI-Ready Infrastructure Matters for GCC Banks
IBS Intelligence Global FinTech Interviews
EP1035: The need to balance fraud prevention and customer experience
IBS Intelligence Global FinTech Interviews
EP1034: Where Digital Banking Meets Africa’s Inclusion Gap
IBS Intelligence Global FinTech Interviews
EP1033: A Voice for Inclusive Banking
IBS Intelligence Global FinTech Interviews