Supposition, hypothesis and guess are synonyms of what may happen within a company. Picture this and let me know how it resonates: teams ‘A’ and ‘B’ have been assigned different tasks. Upon carrying out them, these teams will have to work together in a project. Suddenly – often too late – they realize a lack

“Since it’s the last session of this intensive up-skilling journey, I want you to know that I did appreciate your commitment from the very first workshop and I’m proud of the results that you have achieved…” That’s what I said last Wednesday kicking off the last leg of my Customer Culture Academy, after working with

In the 70’s Bruce Springsteen used to sing ‘it’s hard to be a saint in the city‘. Today some managers struggle to maintain focus and clarity, due too a plethora of goals and projects. Which sometimes are apparently not linked one another, nor 100% coherent. That’s why even seasoned customer service managers put more effort

Last week I held the last session of a 6-month coaching for a customer service manager. As I was  driving back home, I thought about the definition coaching – “a form of development in which an experienced person (coach) supports a client in achieving a specific professional goals.“ Then I came to the conclusion that

Until a couple of years ago most companies underestimated Customer Culture (CC). Today the scenario is rapidly evolving: in fact CC has become a hot topic in some customer service conferences‘ agenda in 2026. Moreover, in the last two years I’ve been hired by smart companies to deliver a customized Customer Culture path for them. And