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.