Last week I held the last session of a 6-month coaching for a customer service manager. As I was  driving back home, I thought about the definition coaching – “a form of development in which an experienced person (coach) supports a client in achieving a specific professional goals.“ Then I came to the conclusion that

Until a couple of years ago most companies underestimated Customer Culture (CC). Today the scenario is rapidly evolving: in fact CC has become a hot topic in some customer service conferences‘ agenda in 2026. Moreover, in the last two years I’ve been hired by smart companies to deliver a customized Customer Culture path for them. And

Let’s start off this new year sharing 2026 top customer service conferences. This selection includes international ones that are focussed on one or more of these hot topics: Digital Customer Service, Gen AI and Customer Culture. I hope you’ll enjoy this global selection and if you have further ones to recommend, let me know the

“Half the work is done behind the scenes.” My music teacher used to say it to stress the importance of the preparation in order to offer a great performance. And he was so right! In fact many years later, such a mantra is valid for Digital Customer Service managers and teams because developing focussed skills

“It’s the ability to recognize, understand, and manage one’s own emotions, as well as recognizing, understanding, and influencing the emotions of others.” That’s the definition of a person being emotionally intelligent. So why on earth as a customer service manager do you need to strengthen and leverage such a skill? And why emotional is bound