Digital Customer Service

Digital Customer Service
Author: Rick DeLisi
Publisher: John Wiley & Sons
Total Pages: 262
Release: 2021-09-01
Genre: Business & Economics
ISBN: 1119842069

Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.

Exploring Digital Libraries

Exploring Digital Libraries
Author: Karen Calhoun
Publisher: Facet Publishing
Total Pages: 353
Release: 2014-01-01
Genre: Language Arts & Disciplines
ISBN: 1856048209

A landmark textbook on digital libraries for LIS students, educators and practising information professionals throughout the world. Exploring Digital Libraries is a highly readable, thought-provoking authorative and in-depth treatment of the digital library arena that provides an up-to-date overview of the progress, nature and future impact of digital libraries, from their collections and technology-centred foundations over two decades ago to their emergent, community-centred engagement with the social web. This essential textbook: • Brings students and working librarians up to date on the progress, nature and impact of digital libraries, bridging the gap since the publication of the best-known digital library texts • Frames digital library research and practice in the context of the social web and makes the case for moving beyond collections to a new emphasis on libraries’ value to their communities • Introduces several new frameworks and novel syntheses that elucidate digital library themes, suggest strategic directions, and break new ground in the digital library literature. • Calls a good deal of attention to digital library research, but is written from the perspective of strategy and in-depth experience • Provides a global perspective and integrates material from many sources in one place - the chapters on open repositories and hybrid libraries draw together past, present and prospective work in a way that is unique in the literature. Readership: Exploring Digital Libraries suits the needs of a range of readers, from working librarians and library leaders to LIS students and educators, or anyone who wants a highly readable and thought-provoking overview of the field and its importance to the future of libraries.

Exploring Digital Innovation

Exploring Digital Innovation
Author:
Publisher: Cybellium
Total Pages: 227
Release:
Genre:
ISBN: 1836793065

Welcome to the forefront of knowledge with Cybellium, your trusted partner in mastering the cutting-edge fields of IT, Artificial Intelligence, Cyber Security, Business, Economics and Science. Designed for professionals, students, and enthusiasts alike, our comprehensive books empower you to stay ahead in a rapidly evolving digital world. * Expert Insights: Our books provide deep, actionable insights that bridge the gap between theory and practical application. * Up-to-Date Content: Stay current with the latest advancements, trends, and best practices in IT, Al, Cybersecurity, Business, Economics and Science. Each guide is regularly updated to reflect the newest developments and challenges. * Comprehensive Coverage: Whether you're a beginner or an advanced learner, Cybellium books cover a wide range of topics, from foundational principles to specialized knowledge, tailored to your level of expertise. Become part of a global network of learners and professionals who trust Cybellium to guide their educational journey. www.cybellium.com

Digital Customer Success

Digital Customer Success
Author: Nick Mehta
Publisher: John Wiley & Sons
Total Pages: 247
Release: 2024-05-07
Genre: Business & Economics
ISBN: 1394205872

Automate your Customer Success efforts to reduce churn and increase profits In Digital Customer Success: The Next Frontier, a team of trailblazing Customer Success professionals and digital entrepreneurs delivers an insightful discussion of the next stage in Customer Success management. In the book, you'll discover how to design and deploy touchless and automated digital interventions that help your software users learn and grow as they use your product and unlock the value trapped within it — without ever needing to reach out to a live Customer Success Manager. The authors provide a detailed “How-To” guide to Digital Customer Success that explains how you can meet the needs of your customers, investors, and team members. You'll explore the basics of the authors' original Digital Customer Success Maturity Model and the core tenets of how to get started. After that, you'll find: Explanations of the ideal organizational structures to enable Digital Customer Success management Case studies and examples from real companies blazing new trails in Customer Success Critical success measurements and metrics you can use to determine if your company is on the right track or if it needs to reorient Perfect for managers, executives, directors, founders, entrepreneurs, and other business leaders involved in the sale of digital and software products, Digital Customer Success is also a can't-miss resource for Customer Success professionals, sales leaders, marketers, product development professionals, and anyone else with a stake in reducing customer churn and increasing revenues.

Exploring Digital Resilience

Exploring Digital Resilience
Author: Roberta Cuel
Publisher: Springer Nature
Total Pages: 318
Release: 2022-07-23
Genre: Business & Economics
ISBN: 3031109023

This book explores multidimensional issues concerning digital resilience and analyzes how people and organizations maintain, enhance and protect value stemming from digital technologies. Society is now heading for a future in which organizations and people will increasingly depend on digital technologies, yet to date many are still unaware of the scale and risks associated with the digital transformation. As a result, there is an urgent need for digital resilience to drive a fundamental shift in the way people and organizations understand digital technologies, risks and opportunities. The book gathers a selection of the best papers presented at the annual conference of the Italian chapter of AIS, which took place in Trento, Italy, in October 2021. The diverse range of views put forward by the authors makes it particularly relevant for scholars and practitioners interested in organization, and for all of us living in the digital transformation era.

Digital and Social Media Marketing

Digital and Social Media Marketing
Author: Nripendra P. Rana
Publisher: Springer Nature
Total Pages: 337
Release: 2019-11-11
Genre: Business & Economics
ISBN: 3030243745

This book examines issues and implications of digital and social media marketing for emerging markets. These markets necessitate substantial adaptations of developed theories and approaches employed in the Western world. The book investigates problems specific to emerging markets, while identifying new theoretical constructs and practical applications of digital marketing. It addresses topics such as electronic word of mouth (eWOM), demographic differences in digital marketing, mobile marketing, search engine advertising, among others. A radical increase in both temporal and geographical reach is empowering consumers to exert influence on brands, products, and services. Information and Communication Technologies (ICTs) and digital media are having a significant impact on the way people communicate and fulfil their socio-economic, emotional and material needs. These technologies are also being harnessed by businesses for various purposes including distribution and selling of goods, retailing of consumer services, customer relationship management, and influencing consumer behaviour by employing digital marketing practices. This book considers this, as it examines the practice and research related to digital and social media marketing.

Exploring Digital Ecosystems

Exploring Digital Ecosystems
Author: Alessandra Lazazzara
Publisher: Springer
Total Pages: 451
Release: 2019-07-30
Genre: Computers
ISBN: 303023665X

The recent surge of interest in digital ecosystems is not only transforming the business landscape, but also poses several human and organizational challenges. Due to the pervasive effects of the transformation on firms and societies alike, both scholars and practitioners are interested in understanding the key mechanisms behind digital ecosystems, their emergence and evolution. In order to disentangle such factors, this book presents a collection of research papers focusing on the relationship between technologies (e.g. digital platforms, AI, infrastructure) and behaviours (e.g. digital learning, knowledge sharing, decision-making). Moreover, it provides critical insights into how digital ecosystems can shape value creation and benefit various stakeholders. The plurality of perspectives offered makes the book particularly relevant for users, companies, scientists and governments. The content is based on a selection of the best papers – original double-blind peer-reviewed contributions – presented at the annual conference of the Italian chapter of the AIS, which took place in Pavia, Italy in October 2018.

Digitizing the Customer Journey

Digitizing the Customer Journey
Author: Stephen J. Wright
Publisher: Bluetrees GmbH
Total Pages: 108
Release: 2019-07-31
Genre: Business & Economics
ISBN: 395251263X

Digitizing the Customer Journey is a book emphasizing the need for companies to convert and integrate all their customer service and marketing data into a system that is optimized for an excellent user experience. In today’s times, any business that wants to compete will have to consider the advanced technologies available and implement them as soon as possible, or be left behind! Stephen J. Wright, CEO, COO, and CIO at numerous multinational companies, provides many examples from various types of industries, and gives clear steps how to get started, as well as making major arguments for the effectiveness of this type of change in any business-to-consumer company. You will get the answers to the following questions: ✔ What are some of the ways technology has brought change to the economy? ✔ What is a customer journey? ✔ What are the three most important processes in every business? ✔ Why is a business that has digitized its processes likely to do better than one that hasn’t? ✔ What are the best ways you can use technology to digitize the customer journey? ✔ What is a circular economy?