The moment that you integrate Gen AI in any of its forms, you realize its impact on internal processes, digital conversations handling and quality checks. In a nutshell, it re-shapes what and how things need to be done. While it’s evident that striking a balance between human and AI agents is key, don’t forget about [...]
There are many hot topics on customer service managers’ agenda. One of them has rapidly evolved into a key goal: “how can we optimize Artificial Intelligence improving quality and consistency on the customer’s end?” Starting from this question, I’m going to show how the customer service team is called upon to constantly sharpen their digital conversations [...]
“I’ve contacted the support team over Whatsapp but it was just a waste of time! I’m not giving it a chance again” said a ranting customer. Well, if it happens, you’d better find the root cause and fix it as soon as you can. Otherwise you’ll have to deal with a rising number of similar [...]
On October 31st 2024 I’ve celebrated my first 10 years as a Digital Customer Service & Culture consultant, trainer and speaker. I can’t believe it’s already been so long! Over this journey I’ve had numerous experiences with client companies, helping them optimize various business areas. Since in the last 3 years I’ve worked a lot [...]
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 [...]
