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 [...]
Last week I attended the AI Forum where companies, universities and independent experts have shared the state-of-the art of Artificial Intelligence. As more and more organizations are integrating AI within their customer service operations, you got no more alibis: either you upgrade customer culture along with technology adoption, or you’re bound to disappointing results. [...]
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 [...]
