You set up a road map with every detail and then…it’s postponed. Weeks, months later the situation gets overcast: it’s not sure anymore even whether that project will ever born: damn! If you are a manager, I bet that you’ve already faced a similar scenario and felt frustrated. When instead benefits and priorities are not

A customer having a conversations with your support team? Regardless of the channel, rest assured that they will notice every little detail: interactions flow, tone of voice, clarity, coherence proactivity and empathy. In fact most customers are excellent service assessors, because they’re able to detect any conversational hiccups and take them into account within their overall experience

The moment that you integrate Gen AI in any of its forms, you realize its impact on internal processes, digital conversations handling and quality checks. In a nutshell, it re-shapes what and how things need to be done. While it’s evident that striking a balance between human and AI agents is key, don’t forget about

As Gen AI is forcing managers to re-shape their digital customer service models, it’s crucial avoiding dangerous curves. In fact, this constant rush is generating ‘AI hallucinations‘ – both from organization and customer’s perspectives! That’s why it’s time to focus on goals first, then on tools to achieve them. In this critical process, it’s in

From the regular analyses that I carry out on behalf of my client companies, a sore point has emerged more than once: delivered experiences did not fully match customers’ expectations. Hence the need to raise the bar offering coherent experiences at every stage of the customer journey. And as I have just had a brilliant