Over the years there’s been much talk about breaking down the silos between customer service and sales operations. And I’ve attended several meetings where managers use to say “we should communicate better and cooperate more!” Then, this topic went out of main radars until last year. In fact in the last 12 months I’ve been

There are many hot topics on customer service managers’ agenda. One of them has rapidly evolved into a key goal: “how can we optimize Artificial Intelligence improving quality and consistency on the customer’s end?” Starting from this question, I’m going to show how the customer service team is called upon to constantly sharpen their digital conversations

2025 has just started, but it’s already bound to mark a major change in the Digital Customer Service arena. In fact all leading omni-channel providers are promoting their AI agents to their main company clients. Therefore now the ball lies on customer service managers’ court who have to take crucial decisions pretty quickly. So if

[Last updated – January, 31] Yes, I’m doing it again! Since last time many of you enjoyed it, I’m sharing my new selection of 2025 customer service conferences. How did I choose them? I’ve picked those focussing on at least one out these three hot, global topics: Digital Customer Service, Gen AI and Customer Culture.

“I’ve contacted the support team over Whatsapp but it was just a waste of time! I’m not giving it a chance again” said a ranting customer. Well, if it happens, you’d better find the root cause and fix it as soon as you can. Otherwise you’ll have to deal with a rising number of similar