Many companies are exploring various ways to integrate Artificial Intelligence meaningfully. As I’ve already shared previous case examples regarding customer service processes on this pages. That’s why today I want to shift your attention towards a cross-department approach that a rising number companies have embraced: in fact they are using AI to optimize their internal

Don’t worry, nobody’s got lost nor is missing. What I’m addressing instead is a positive signal because a rising number of companies have realized that they need customer-centric managers to foster and spread Customer Culture. Therefore they are actively looking for them internally, within the organization, or externally. Let’s focus on the latter scenario to

“We need to convince them that customer experience is everybody’s job”. That’s what a client told me in our first conversation one month ago. Music to my ears! Then, after the excitement, it comes to deciding how to raise awareness on Customer Culture by optimizing company’s efforts and investments. And since I happen to receive

As you may know, a few weeks ago I attended the Contact Centre Summit in Madrid, Spain. It was such an inspiring conference thanks to the variety of contents and experiences being shared from international customer service managers. I mention it because the key areas arisen in this conference coincide with recurrent critical points affecting

As a customer service manager, choosing the ‘right metrics’ has always been a hot topic. Whether it comes to monitoring the performances of your team or getting to know about customer’s feelings. In recent years most companies have had a miscellaneous approach towards KPIs, based on conversational channels (traditional vs. digital ones). Today with the