Many Customer Service Managers are wondering how to integrate and harness Artificial Intelligence. What’s the ultimate goal? Who would benefit from it? Shall we use GenAI during or after the conversat

When it comes to Digital Customer Service, 'continuous learning' applies both for the trainer and participants. That's exactly Paolo Fabrizio's experience after delivering several training digital ski

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

"When customers read our responses they experience more empathy with our chatbot than with our human agents!" It may seem a paradox, but it's exactly what some managers are complaining about these day

Chances are your customer service team delivers over digital channels, but conversational expectations are ever-changing. So how do you cope with them and the rise of Gen AI? Paolo Fabrizio explains w

When people love what they do, they convey their passion to the listeners. That’s exactly what happened when Paolo Fabrizio sat down with Shep Hyken sharing their experiences as consultants and speake

When it comes to Digital Customer Service you can't change things overnight. However, if you are a tenacious manager with a clear vision, purpose and goals, you can build up an effective conversationa

Duting a digital conversation what are the mutual benefits when your front line team is able to anticipate customer's next move? Learn it in this new podcast episode. https://bit.ly/45U90vA

Channel inconsistency, especially between traditional and digital one kills the customer experience. What's even worse is that such experiences generate doubts and dramatically reduce overall level of

Whenever we acquire a new customer it's such an exciting moment, that we can even feel the adrenaline pumping inside our body. But does the customer feel the same positive emotions...or rather bitter-