The moment that you integrate Gen AI in any of its forms, you realize its impact on internal processes, digital conversations handling and quality checks. In a nutshell, it re-shapes what and how things need to be done. While it’s evident that striking a balance between human and AI agents is key, don’t forget about

As Gen AI is forcing managers to re-shape their digital customer service models, it’s crucial avoiding dangerous curves. In fact, this constant rush is generating ‘AI hallucinations‘ – both from organization and customer’s perspectives! That’s why it’s time to focus on goals first, then on tools to achieve them. In this critical process, it’s in

From the regular analyses that I carry out on behalf of my client companies, a sore point has emerged more than once: delivered experiences did not fully match customers’ expectations. Hence the need to raise the bar offering coherent experiences at every stage of the customer journey. And as I have just had a brilliant

I like helping people and that’s the main reason why I’ve been working in customer service for so many years. However, when I was a youngster I remember that my first ‘customer experiences‘ in job interviews were pretty bad. I was not considered, sometimes even not respected, because I had not any previous professional experience!

In customer service, March is the first milestone of the year bringing along Q1 results. And on top of that, the rising integration of Gen AI solutions is mixing things up! So if you are a manager, chances are that you feel the pressure trying to balance AI solutions and your current customer service model