Since many of you have enjoyed last year’s list of global customer service conferences, I’ve prepared the updated version for 2024. Check it out in this article and feel free to suggest further events in every continent, I’ll be happy to add them. Just drop me a line or send me a voice message. So, which [...]
As we get to the end of the year it’s time to take stock. In 2023 I’ve published several articles and podcast here covering two hot topics for many organizations: Digital Customer Service and Customer Culture. However since I’ve noticed that there are 7 most loved content, I’m going to showcase them here, should you [...]
When it comes to Digital Customer Service you can’t change things overnight. However, if you are a tenacious manager with a clear vision, purpose and goals, you can build up an effective conversational service model that works. Just like the special guest of this podcast, Darko Popovic, Chief Operations Officer at Multitude Bank. Darko shares [...]
Today let’s make a toast because my new book ‘The Power of Digital Conversations’ is out! 🥂 I guess you’re pretty curious to know more: so why did I decide to write it? What are main topics? Why should you read it right away? I’m going to answer all these questions in the next few [...]
Many organizations have introduced one or more digital support channels during the last 2-3 years. Unfortunately, some of them are suffering from conversational pain points leading to poor customer experiences. In particular there are three common issues that you can fix with training, by getting your customer service team up-skilled on specific engagement scenarios. [...]
