This book describes how the digital transformation of Customer Service at both an operational and cultural level is happening at some companies right now--and why customers love it。 Digital customer service is turning out to be easier， more cost-effective， and more personally rewarding than most would have expected--even within legacy companies that were founded 50 or 100 years ago。 Digital Customer Service explains how every service interaction can and should happen right on the customer�s own screen�any screen�including phone calls， chat， and self-service。 The transformational result is happier customers， lower customer service costs， and higher profit。 This book provides leaders in Customer Service， Customer Experience， and other customer-facing functions with new tools， frameworks， and guidance that will help them serve their customers in ways that are fundamentally different。 As people have become increasingly digital-first in the way they live， so must the companies who serve them。