Last week I spent a wonderful week in Ireland enjoying stunning landscapes a chatting with friendly people. Then, as I got back to work, such an idyllic picture was swept away having the first conversations with client companies. In fact, most customer service managers are struggling to integrate Gen AI solutions into their operations and

Many Customer Service Managers are wondering how to integrate and harness Artificial Intelligence. In particular, what’s the ultimate goal? Who would benefit from it? Shall we use GenAI during or after the conversation? In this podcast I’m sharing the results of a laser-focussed survey that I launched a couple of weeks ago, just on these

Just got back from two conferences where I attended as a speaker. Different markets and audiences, Italy and Germany, yet the same hype over Artificial Intelligence in Digital Customer Service. Moreover, a common awareness: smart companies leverage digital conversations to deliver outstanding experiences. Those instead who just focus on technology struggle in the Customer Culture

I guess you’re familiar with the expression ‘continuous learning’. Well, when it comes to Digital Customer Service conversational skills, that applies both for the trainer and participants. That’s exactly my first hand experience as a trainer that I’m going to share in this podcast episode. Especially today, after delivering several training digital skills sessions in

Every customer asking for support would love to enjoy smooth and happy experiences. Even though it’s not always rainbows and butterflies, there are some details that may leverage or kill the overall experience. Taking care of them will help you prevent delivering ups and downs during the digital conversation, unlike it happened in this live