If you are a manager in the customer support / experience arena, you have my sympathy. Because I’m aware that successfully covering your role has become way harder in the last couple of years: unstable and ever changing social-economic scenarios are affecting c-level strategic decisions. As a result, you are facing a new customer service challenge,

Whether you are popping in for the first time or are a regular reader of this blog, this is a quite unusual article. In fact I’m going to bring you into my average week as Digital Customer Service consultant. The reason why? Many of you have asked me what happens in my ‘backstage’ – meaning

There’s a lot of talk about AI since artificial intelligence is evolving at a super fast pace. When it comes to customer relationship though, it needs to be balanced with EI (emotional intelligence). Otherwise you’re bound to repeat the same mistake many organizations made with chatbots a few years ago: focussing on tools while underrating

Children love playing puzzle and when all the pieces are finally set it’s such an exciting moment for them! Adults instead tend to be way less patient as years go by. In fact, as consumers, we award those companies whose processes and communication are clear transparent and easy. That’s precisely what customers get when you

[Last updated 04 April, 2023] As we’re taking the first steps into the new year you may be thinking about what you can do newly or in different ways. One of the things I suggest you to do in 2023 is attending one or more customer service conferences because you can learn a lot from