{"id":36435,"date":"2024-01-17T15:37:58","date_gmt":"2024-01-17T14:37:58","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=36435"},"modified":"2024-01-17T15:57:36","modified_gmt":"2024-01-17T14:57:36","slug":"a-great-conversation-on-digital-experiences","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/a-great-conversation-on-digital-experiences\/","title":{"rendered":"A great conversation on digital experiences"},"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 people love what they do they <strong>convey their passion<\/strong> to others. That&#8217;s exactly what happened when I sat down with <em>Shep Hyken<\/em> 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 to your feedback!<\/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\/ttbYYpxhaPY?si=pI3ASlbjpg418uN9\" 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=58327696&amp;theme=light&amp;playlist=false\" width=\"100%\" height=\"150px\" frameborder=\"0\"><\/iframe>\n<p>Subscribe 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 Welcoming Shep Hyken as special guest<\/li>\n<li>00:19 St.Louis and Milan have never been closer: Shep and Paolo warm up<\/li>\n<li>02:41 The digital customer experience takes place before a phone call<\/li>\n<li>03:39 It happens to those who have taken digital support too far<\/li>\n<li>04:45 Shep shares a winning, seamless digital customer experience<\/li>\n<li>08:41 A great conversation: is technology making customer&#8217;s life easier?<\/li>\n<li>11:29 When a young Shep worked in a gas station and wanted to help a customer&#8230;<\/li>\n<li>14:21 The values of empathy in conversations over digital channels<\/li>\n<li>15:37 <em>&#8216;Are you a human, or a bot?&#8217; &#8211;<\/em> said the customer<\/li>\n<li>17:21 Younger customers take digital, smooth experiences for granted<\/li>\n<li>19:01 Different consumers&#8217; ages, different behaviors<\/li>\n<li>20:29 Shep&#8217;s preface on my book <em>&#8216;The Power of Digital Conversations&#8217; <\/em><\/li>\n<li>21:29 Your feedback about this episode: <em>paolo@customerserviceculture.com<\/em><\/li>\n<\/ul>\n<h2><strong>Related links\u00a0<\/strong><\/h2>\n<ol>\n<li>Shep Hyken&#8217;s <a href=\"https:\/\/www.linkedin.com\/in\/shephyken\/\">LinkedIn profile<\/a> and <a href=\"https:\/\/hyken.com\/\">website<\/a><\/li>\n<li>Get your Digital Customer Service team up-skilled with my <a href=\"https:\/\/customerserviceculture.com\/en\/training\">training paths<\/a>.<\/li>\n<li>Check out my <a href=\"https:\/\/customerserviceculture.com\/en\/speaking\/\">3 speaking programs<\/a> to hire me for your next conference.<\/li>\n<\/ol>\n<h2><strong>My new book<\/strong><\/h2>\n<p>\ud83d\udca1 Did you now that &#8216;<em>The Power of Digital Conversations<\/em>&#8216; features Shep Hyken&#8217;s preface?\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=\"507\" height=\"405\" 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: 507px) 100vw, 507px\" \/><\/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><strong>GRAB YOUR COPY<\/strong><\/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>More Digital Customer Service gems <a href=\"https:\/\/customerserviceculture.com\/en\/newsletter\/\">in the newsletter<\/a>.<\/p>\n<p><em>Image: Unsplash.com<\/em><\/p>\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>When people love what they do they convey their passion to others. That&#8217;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 [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":36576,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[777,746,763,927],"class_list":["post-36435","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>A great conversation on digital experiences - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"How can digital experiences become good or bad ones? 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