2025 has just started, but it’s already bound to mark a major change in the Digital Customer Service arena. In fact all leading omni-channel providers are promoting their AI agents to their main company clients. Therefore now the ball lies on customer service managers’ court who have to take crucial pretty quickly. So if you’re

[Last updated – January, 18] Yes, I’m doing it again! Since last time many of you enjoyed it, I’m sharing my new selection of 2025 customer service conferences. How did I choose them? I’ve picked those focussing on at least one out these three hot, global topics: Digital Customer Service, Gen AI and Customer Culture.

“I’ve contacted the support team over Whatsapp but it was just a waste of time! I’m not giving it a chance again” said a ranting customer. Well, if it happens, you’d better find the root cause and fix it as soon as you can. Otherwise you’ll have to deal with a rising number of similar

99% of us have a natural predisposition towards some activity or knowledge. Nevertheless, if you want to become really smart, you need to study and practice day by day. And when it comes to delivering customer support, digital channels are definitely not for everybody! In fact even seasoned customer service agents need to learn ad

On October 31st 2024 I’ve celebrated my first 10 years as a Digital Customer Service & Culture consultant, trainer and speaker. I can’t believe it’s already been so long! Over this journey I’ve had numerous experiences with client companies, helping them optimize various business areas. Since in the last 3 years I’ve worked a lot