Last week I attended the AI Forum where companies, universities and independent experts have shared the state-of-the art of Artificial Intelligence. As more and more organizations are integrating AI within their customer service operations, you got no more alibis: either you upgrade customer culture along with technology adoption, or you’re bound to disappointing results.

As there are good and bad persons on this worlds, every customer is not a good customer. Despite that, still some companies allow bad customers’ behaviors because they are afraid to lose them, making the worst mistake: tolerating what they’d never accept by their own employees! Conversely when the customer respects you, you’re on the

“When customers read our responses, they feel more empathy with our chatbot than with our human agents!” It may seem a paradox, but it’s exactly what some managers are complaining about these days. Of course I refer to those who carry out quality checks over Digital Customer Service conversations on a regular basis. As some

Did you know that sometimes customer service managers feel lonely? It happens whenever they realize that the organization they’re in is not much committed to improving customer experience. Accordingly, if such a disconnection continues overtime, it’s bound to undermine the customer manager’s trust and determination! Briefly speaking, if your customer culture is not evolved in

Like it or not, we’ve just entered a new Digital Customer Service phase where balancing AI and human interactions is key. On top of that, your customer service team already delivers over digital channels but conversational expectations are ever-changing. So do you run digital skill-matching checks? Here are the main benefits and why you’d better