“Since it’s the last session of this intensive up-skilling journey, I want you to know that I did appreciate your commitment from the very first workshop and I’m proud of the results that you have achieved…” That’s what I said last Wednesday kicking off the last leg of my Customer Culture Academy, after working with

In the 70’s Bruce Springsteen used to sing ‘it’s hard to be a saint in the city‘. Today some managers struggle to maintain focus and clarity, due too a plethora of goals and projects. Which sometimes are apparently not linked one another, nor 100% coherent. That’s why even seasoned customer service managers put more effort

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