Technology is a great enabler especially when it comes to Digital Customer Service. However that’s not enough because customer experience perception is the result of each interaction. In fact when I carry out digital conversations assessments on behalf of clients I often find out dangerous behaviors by their support agents. Because show that the whole

Every week I’m lucky enough to have conversations with customer service managers working in various industries. Despite such diversity, there’s a common ground that’s become a priority for the whole organization they work for: it’s called customer culture. So let’s find out where many of them get stuck in the mud, as well as having

Since Digital Customer Service demand is growing fasters and faster I see many organizations under pressure. In fact they have to take important decisions very quickly, so that they are afraid of making mistakes that will have an impact on business results. As standing still is definitely not the best move, what are the main

Whenever you ask for support as customer you have great expectations: fast responses, prompt solutions and empathy. Conversely you don’t want to have frictions unless they are consequence of a disservice. From a company’s standpoint, such arguments with customers may arise for many different reasons.  So how can you prevent them making your digital conversations

Until recently, organizations have hired people based on what they did in the past. HR specialists analyzed C.V.s, then asked in job interviews: ‘what’s your previous experience in this role?’ Today the game has changed, especially when you hire your digital support team because you build a brand new know-how. So, how can you choose