Before you may think anything after reading the title, I refer to ‘company size‘. In fact big ones are more structured and are usually more complex than small ones. The funny thing is that many managers belonging to one of these two groups tend to have a bias towards the other. And when it comes

“Some of them have great potential, yet they aren’t growing”. If you are a seasoned customer service manager, it is quite likely that you have thought it at least once throughout your carrier. Actually, I did when I used to be a manager and today after years of consulting many client companies, I still hear

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