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Leading with art of emotional intelligence

There’s a lot of talk about AI since artificial intelligence is evolving at a super fast pace. When it comes to customer relationship though, it needs to be balanced with EI (emotional intelligence). Otherwise you’re bound to repeat the same mistake many organizations made with chatbots a few years ago: focussing on tools while underrating [...]

By | 2023-05-01T14:50:40+02:00 January 31st, 2023|Customer Culture|0 Comments

2 signals you are afraid of the customer

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 [...]

By | 2022-10-31T18:07:00+01:00 October 5th, 2022|Customer Culture|0 Comments