What’s the department in charge of solving problems? I bet that you’d answer it’s customer service, regardless of the company or industry you’re thinking about it. Well, that’s partially true because the scenario we are in requires us to let evolve into a broader vision because customer service can’t fix everything. And customer culture plays [...]
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. [...]
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 [...]
Today let’s make a toast because my new book ‘The Power of Digital Conversations’ is out! 🥂 I guess you’re pretty curious to know more: so why did I decide to write it? What are main topics? Why should you read it right away? I’m going to answer all these questions in the next few [...]
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 [...]
