All Episodes

#56 Using AI to enhance internal collaboration

#55 How to raise awareness on Customer Culture persuasively

#54 Different KPIs for your Customer Service with AI

#53 Getting manager and team up-skilled together

#52 Towards a successful Customer Culture evolution

#51 Assumptions that silently kill customer experiences

#50 Set up your digital customer service priorities now

#49 5 elements of a winning Customer Culture path

#48 Are you an emotionally intelligent manager?

#47 Protect your customer service team from time theft

#46 What you do when the customer reaches the CEO?

#45 The new balance after a rollercoaster AI year

#44 Customers see internal communication issues

#43 Avoid these slippery conversational hiccups

#42 Why you need more thinking customers

#41 Even a young job applicant is a customer

#40 How to match customer support and sales

#39 The great AI and human agents alliance

#38 Digital channels are not for everybody

#37 The service that customers love the most

#36 Customer service can't fix poor culture

#35 Using AI during or after the conversation?

#34 My experience on training digital skills

#33 Customer Culture: with AI no alibis

#32 Is your customer team dehumanized?

#31 Run a digital skill-matching check

#30 A great conversation on digital experiences w/ Shep Hyken

#29 Building a conversational service model - w/ Darko Popovic

#28 Be proactive to anticipate the customer

#27 Channel inconsistency kills the experience

#26 How are you welcoming the customer?

#25 Close the loop with your front line

#24 Stand out or go home! Said the customer

#23 That line of support that keeps you up

#22 Do customers perceive your values?

#21 Customer conversations: why timing is key

#20 Learning by training customer support teams

#19 How to prevent support agents burnout

#18 Happy employees for happy customers - w/ Sarah Metcalfe

#17 Towards a mobile customer service era w/Martin Hill-WIlson

#16 How to benchmark customer support on Twitter - w/Dean McCann

#15 Online reviews vs. business results - w/Carley Bakker

#14 The rational and emotional sides of Customer Experience w/Annette Franz

#13 Be consistent across channels - w/Luke Porter

#12 How to choose your Customer Service channel mix

#11 A Social Customer Service conversation with Danielle Sheerin

#10 Talking about SCS w/Billie Lou Sastre

Me as a guest of the 'Ready Set Podcast' Paolo Fabrizio

#09 A social networking dinner

#08 Digital inspirational wishes

#07 Fear of withered reputation

#06 Your online audience rules

#05 Let your Customer Service be human

#04 Social Customer Care challenge

#03 Be a Pioneer

#02 How to build social engagement

#01 The Art of Networking