Cover -- Title Page -- Copyright Page -- Contents -- About the Authors -- Foreword -- Preface: Now It's Our Turn -- Section 1 The Problem with Customer Service and the Digital Opportunity -- Chapter 1 The Win-Win-Win-Win -- Customer Service at an Inflection Point -- The Difference Between "Digital Customer Service" and DCS -- Two Very Different Experiences -- Win #1: The Benefits of DCS for Companies -- Win #2: The Benefits of DCS for Customers -- Win #3: The Benefits of DCS for Agents -- Win #4: The Benefits of DCS for Service Executives and Leaders -- Customers Have Transformed -- So Should Your Company -- Key Takeaways: Chapter 1 -- Chapter 2 The Peaks and Valleys of Customer Service -- It Wasn't Always This Way -- How Did Customer Service Become Such an Easy "Punching Bag?" -- Customers Are Wired for Negative Reactions -- Companies Are Wired for Efficiency -- Cost Eats Quality for Lunch -- Evolution of Customer Service: The "Quality Valley" -- Key Takeaways: Chapter 2 -- Chapter 3 Digital Self-Service Changed Things Forever -- The Citi Never Sleeps -- From Migration to Expectation to Demand -- Never Going Back Again -- Evolution of Customer Service: The Digital Self-Service Explosion -- Why the "Bolt-On" Approach Doesn't Cut It Anymore -- Social Media: Salt in the Wound -- Key Takeaways: Chapter 3 -- Section 2 DCS Terminology Overview -- Chapter 4 The Three OnScreen Pillars of DCS -- Climbing out of the Valley of Expectations -- DCS Defined -- OnScreen Collaboration: Getting on the Same Page -- Digital-Also vs. Digital-Only vs. Digital-First -- How to Build a Business Case for DCS -- Key Takeaways: Chapter 4 -- Section 3 DCS Transformation Overview -- Chapter 5 The Process - A Step-by-Step Guide -- Put It on the Screen -- "Cooking Up" the Ideal Digital Service Strategy -- Step 1: Get the Right Ingredients.

Step 2: Learn Which Dishes People Like Best -- Step 3: Serve Your Best Dishes Consistently -- Earning Your Michelin Stars -- Key Takeaways: Chapter 5 -- Chapter 6 The People - Empowering Agents, Leaders, and (Even) Bots -- From Call Center to Contact Center to "Collaboration" Center -- The Agents: Rise of the Superagent -- The Leaders: Retaining and Attracting the Best People -- The Bots: Humans and Machines Working as a Team -- "Confidence Equity" Works Both Ways - For Customers and Agents -- Key Takeaways: Chapter 6 -- Chapter 7 The Positioning - How DCS Future-Proofs Your Company -- Time to Move to the Center of the Universe -- Internally: It's a 6 × 3 and A-to-Z World -- Externally: CX Is the Last Frontier for Differentiation -- Key Takeaways: Chapter 7 -- Epilogue: To Infinity and Beyond -- Why Did You Get Into This Business? -- Digital Customer Service FAQs -- Can A Business With Limited Digital Self-Service Transform To DCS? -- How Will Dcs Operate If Our Company Has An Existing CRM Platform? -- How Do Chatbots Fit In With DCS? -- How Does an Existing Knowledge Base Fitin With DCS? -- How Does An Sms/Messaging Focused Strategy Fit In With DCS? -- How Is DCS Different For Specific Industries? -- How Does DCS Work In A "Mobile" Environment? -- How Does DCS Compare to CCaaS? -- How Does DCS Compare to an "Omni-Channel "Contact Center? -- How Does WFM / WFO (Workforce Management /Optimization) Fit In A DCS World? -- How Will IVR Technology Change With DCS? -- How Does DCS Fit In With an on-Premises Call Center? -- What Are Security, Privacy, and Compliance Considerations For DCS? -- How Will AR/VR or Future Technology Change DCS? -- Notes -- Preface: Now It's Our Turn -- Chapter 2: The Peaks and Valleys of Customer Service -- Chapter 3: Digital Self-Service Changed Things Forever -- Chapter 5: The Process - A Step-By-Step Guide.

Chapter 7: The Positioning - How DCS Future-Proofs Your Company -- Index -- EULA.