What if I asked you ‘how do you see your organization in their Digital Customer Service journey?’ Well, first of all I hope that something will immediately pop up in your mind, otherwise you’d be in trouble! Afterwards, I’d be very curious to listen to your answers. So while you think about it, I’m going to

If you work in the customer service arena, you know that metrics play a key role. In fact you may use them to make sure you’re sailing on the right route as well as destination (aka your goals). That’s why, instead of yet another article listing the ‘best metrics’, here’s something really useful for you.

In the summer of 2015 I was writing my first book. I remember that it was very hot outside and that I had two certainties. First one: delivering social media support was already a consolidated habit in many industries. Second one: it was bound to expand even more in the following years. In fact since

A well-structured Digital Customer Service program includes specific steps and activities. Some of them belong to the consulting area – e.g. digital conversations assessments and guidelines set up. Others to the training area – e.g. to get managers and / or front line staff up-skilled. After this step though only part of the job is

Customers have become digital. This metamorphosis literally boomed during 2020 but it had already started a few years ago. Many organizations lived and breathed this acceleration because they suddenly had to handle larger volumes of digital conversations = customers’ queries over online channels such as social media, Live Chat or messaging apps. So how are