{"id":36219,"date":"2023-12-13T10:27:09","date_gmt":"2023-12-13T09:27:09","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=36219"},"modified":"2023-12-13T10:27:12","modified_gmt":"2023-12-13T09:27:12","slug":"building-a-conversational-service-model","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/building-a-conversational-service-model\/","title":{"rendered":"Building a conversational service model"},"content":{"rendered":"<p><span style=\"font-size: revert; color: initial; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen-Sans, Ubuntu, Cantarell, 'Helvetica Neue', sans-serif;\">When it comes to Digital Customer Service you can&#8217;t change things overnight. However, if you are a tenacious manager with a clear vision, purpose and goals, you can build up an effective conversational service model that works. Just like the special guest of this podcast, <strong>Darko Popovic<\/strong>, Chief Operations Officer at Multitude Bank. Darko shares his valuable digital transformation journey in this great episode.<\/span><!--more--><\/p>\n<h2><strong>Watch the podcast<\/strong><\/h2>\n<p><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/QFiKm8GDNy8?si=w_DOFOdNOFr4bXL0\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<h2><strong>Listen to the podcast<\/strong><\/h2>\n<iframe loading=\"lazy\" src=\"https:\/\/widget.spreaker.com\/player?episode_id=57986592&amp;theme=light&amp;playlist=false\" width=\"75%\" height=\"125px\" frameborder=\"0\"><\/iframe>\n<p>You can also listen on <a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\">Spotify<\/a><em>, <\/em><a href=\"https:\/\/music.amazon.it\/podcasts\/163af2c6-6ab2-4525-9802-458e8f75ee4a\/customer-service-culture-en\">Amazon Music<\/a> or <a href=\"https:\/\/podcasts.apple.com\/it\/podcast\/customer-service-culture-en\/id1050411354\">Apple Podcast<\/a>.<\/p>\n<h2><strong>Highlights\u00a0<\/strong><\/h2>\n<ul>\n<li>00:03 Welcome to episode n\u00b029<\/li>\n<li>01:21 Darko Popovic introduces himself and his background<\/li>\n<li>03:51 A missing link in Digital Customer Service transformation journeys<\/li>\n<li>05:41 Are you keeping the human touch with the customer?<\/li>\n<li>07:11 The value of <strong>training and up-skilling<\/strong> for agents and team leaders<\/li>\n<li>08:21 Reframing the way to interact with the digital customer<\/li>\n<li>09:31 Darko on his Digital Customer Service journey at Multitude Bank<\/li>\n<li>11:11 The mission: making customer&#8217;s lives easier reducing their efforts<\/li>\n<li>14:25 Customers don&#8217;t want to get in touch with you (unless it&#8217;s strictly necessary)<\/li>\n<li>18:09 Building up a new conversational service model<\/li>\n<li>19:05 Whatsapp for customer service: enthusiasm vs. resistances<\/li>\n<li>20:11 Be bold to innovate your mindset, then enjoy business results<\/li>\n<li>23:31 Don&#8217;t delegate innovation only to tools<\/li>\n<li>26:11 When a chat bot kills customer experience<\/li>\n<li>27:45 Why spreading customer culture across all departments is key\u00a0<\/li>\n<li>30:25 Customer culture works when it&#8217;s a top-down commitment<\/li>\n<li>33:11 Why digital conversations don&#8217;t lie about your customer culture<\/li>\n<li>35:11 Darko&#8217;s take about the next 3 trends in Digital Customer Service<\/li>\n<li>38:57 Check out <strong>my new book<\/strong> &#8216;<em>The Power of Digital Conversations<\/em>&#8216;<\/li>\n<li>39:21 Closing remarks &#8211; get in touch: <em>paolo@customerserviceculture.com<\/em><\/li>\n<li>39:55 Check out all services on CustomerServiceCulture.com<\/li>\n<\/ul>\n<h2><strong>Related links\u00a0<\/strong><\/h2>\n<ol>\n<li>Darko Popovic <a href=\"https:\/\/www.linkedin.com\/in\/cxdarkopopovic\/\">LinkedIn profile<\/a> &#8211; <a href=\"https:\/\/www.multitudebank.com\/\">Multitude Bank<\/a><\/li>\n<li>Get your team up-skilled for Digital Customer Service conversations with my <a href=\"https:\/\/customerserviceculture.com\/en\/training\">customized training paths<\/a>.<\/li>\n<li>Check out my <a href=\"https:\/\/customerserviceculture.com\/en\/speaking\/\">3 speaking programs<\/a> for your next conference<\/li>\n<\/ol>\n<h2><strong>My new book<\/strong><\/h2>\n<p>Did you now that my new book &#8216;<em>The Power of Digital Conversations<\/em>&#8216; includes Darko Popovic special contribution?\u00a0<\/p>\n<p><a href=\"https:\/\/amzn.to\/3MX8VAq\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-35946 \" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-300x240.png\" alt=\"The Power of Digital Conversations\" width=\"363\" height=\"290\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-177x142.png 177w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-200x160.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-300x240.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-400x320.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-600x480.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-768x614.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-800x640.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-1024x819.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-1200x960.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-1536x1229.png 1536w\" sizes=\"auto, (max-width: 363px) 100vw, 363px\" \/><\/a><span style=\"font-size: revert; color: initial; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen-Sans, Ubuntu, Cantarell, 'Helvetica Neue', sans-serif;\">\u00a0<\/span><\/p>\n<p>\u00a0<\/p>\n<p>\u00a0<\/p>\n<p>\u00a0<\/p>\n<p>\u00a0<\/p>\n<p>\u00a0<\/p>\n<p>\u00a0<\/p>\n<p>Get your copy on Amazon<\/p>\n<ul>\n<li><a href=\"https:\/\/amzn.to\/3MX8VAq\">USA<\/a> \ud83c\uddfa\ud83c\uddf8\u00a0<\/li>\n<li><a href=\"https:\/\/amzn.to\/3MRMMU6\">Italy<\/a> \ud83c\uddee\ud83c\uddf9\u00a0<\/li>\n<li><a href=\"https:\/\/amzn.to\/3sHBJX1\">Germany<\/a> \ud83c\udde9\ud83c\uddea<\/li>\n<li><a href=\"https:\/\/amzn.to\/3sAEIk4\">France<\/a> \ud83c\uddeb\ud83c\uddf7<\/li>\n<li><a href=\"https:\/\/amzn.to\/3MXSQKU\">Spain<\/a> \ud83c\uddea\ud83c\uddf8<\/li>\n<li><a href=\"https:\/\/amzn.to\/47xvAfi\">Canada<\/a> \ud83c\udde8\ud83c\udde6<\/li>\n<li><a href=\"https:\/\/www.amazon.co.uk\/power-digital-conversations-Paolo-Fabrizio\/dp\/B0CNJ9W7L7\/ref=sr_1_1?crid=2KLBMWVUK3L21&amp;keywords=paolo+fabrizio+the+power+of+digital+conversations&amp;qid=1702458665&amp;sprefix=%2Caps%2C161&amp;sr=8-1\">UK<\/a>\u00a0<span class=\"cqiun4t2 khvhiq1o r5qsrrlp i5tg98hk iqx13udk przvwfww qiohso4h gfz4du6o r7fjleex nz2484kf svot0ezm dcnh1tix sxl192xd t3g6t33p\"><span class=\"\">\ud83c\uddec\ud83c\udde7<\/span><\/span><\/li>\n<li><a href=\"https:\/\/amzn.to\/3teey6J\">Mexico<\/a> \ud83c\uddf2\ud83c\uddfd<\/li>\n<li><a href=\"https:\/\/www.amazon.com.au\/power-digital-conversations-Italian\/dp\/B0CNJ9W7L7\/ref=sr_1_1?crid=3UINKGAEWZBC2&amp;keywords=the+power+of+digital+conversations&amp;qid=1702459059&amp;sprefix=%2Caps%2C213&amp;sr=8-1\">Australia<\/a>\u00a0\ud83c\udde6\ud83c\uddfa<\/li>\n<\/ul>\n<p>Have great conversations. \ud83d\udc4a<\/p>\n<p><strong>P.S. <\/strong>Stay in the loop <a href=\"https:\/\/customerserviceculture.com\/en\/newsletter\/\">with the newsletter<\/a>.<\/p>\n<p><em>Image: Unsplash.com<\/em><\/p>\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>When it comes to Digital Customer Service you can&#8217;t change things overnight. However, if you are a tenacious manager with a clear vision, purpose and goals, you can build up an effective conversational service model that works. Just like the special guest of this podcast, Darko Popovic, Chief Operations Officer at Multitude Bank. Darko shares [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":36322,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[777,746,763,927],"class_list":["post-36219","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-case-study-2","tag-digital-customer-service-2","tag-podcast-2","tag-special-guest"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Building a conversational service model - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Building a conversational service model is possible and it pays off. 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Negli anni '90 partecipa alla startup della prima compagnia assicurativa online in Italia seguendo l'intero ciclo di vita del cliente. Dal 2013 come consulente e formatore aiuta le imprese a sfruttare il servizio clienti digitale come leva di business. Fondatore di CustomerServiceCulture.com, \u00e8 autore di libri tematici e speaker a convegni in Italia e all'estero. 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