Did you know that sometimes customer service managers feel lonely? It happens whenever they realize that the organization they’re in is not much committed to improving customer experience. Accordingly, if such a disconnection continues overtime, it’s bound to undermine the customer manager’s trust and determination! Briefly speaking, if your customer culture is not evolved in [...]
Like it or not, we’ve just entered a new Digital Customer Service phase where balancing AI and human interactions is key. On top of that, your customer service team already delivers over digital channels but conversational expectations are ever-changing. So do you run digital skill-matching checks? Here are the main benefits and why you’d better [...]
We’re in the midst of a revolution but most people still don’t know what direction to take. That’s my answer whenever I got asked about the spread of artificial intelligence in customer service. Briefly speaking, my take is the result of many conversations that I’ve had these past few months with customer service directors and [...]
When people love what they do they convey their passion to others. That’s exactly what happened when I sat down with Shep Hyken sharing our experiences as consultants and speakers: we had such a great conversation with lots of real case examples and fun moments that made this podcast episode a real gem. Looking forward [...]
As we get to the end of the year it’s time to take stock. In 2023 I’ve published several articles and podcast here covering two hot topics for many organizations: Digital Customer Service and Customer Culture. However since I’ve noticed that there are 7 most loved content, I’m going to showcase them here, should you [...]
