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 [...]
“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 [...]
A few weeks back a client asked me: “Paolo, where do you take so much inspiration from to create fresh, weekly content?” So I went: “firstly working with my client companies, mainly big ones. Then from my personal customer experiences, whenever I need to ask for support or information”. And I happen to do that [...]
Optimizing time io crucial, for you as a manager and also for your customer service team. So, what are the main intrusions you want to prevent or erase to protect your agents’ time? As more than one I have worked on that delivering training & up-skilling sessions, most of the times the bottleneck lies in [...]
“The night brings wisdom” – they say. True or false it be, when it comes to embarking on innovative journeys it takes way more than that. Picture a company saying they are customer-centric, but then act erratically: I bet you’ll easily spot one at least. Conversely, if you want to spread Customer Culture effectively you [...]
