#29 Building a conversational service model

Customer Service Culture [EN]

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

12 dic 2023 · 40 min. 31 sec.

Capitoli

01 · Welcome to episode n°29

3 sec.

02 · Darko Popovic introduces himself and his background

1 min. 21 sec.

03 · A missing link in Digital Customer Service transformation journeys

3 min. 51 sec.

04 · Are you keeping the human touch with the customer?

5 min. 41 sec.

05 · The value of training and up-skilling for agents and team leaders

7 min. 11 sec.

06 · Reframing the way to interact with the digital customer

8 min. 21 sec.

07 · Darko on his Digital Customer Service journey at Multitude Bank

9 min. 31 sec.

08 · The mission: making customer's lives easier reducing their efforts

11 min. 11 sec.

09 · Customers don't want to get in touch with you (unless it's strictly necessary)

14 min. 25 sec.

10 · Building up a new conversational service model

18 min. 9 sec.

11 · Whatsapp for customer service: enthusiasm vs. resistances

19 min. 5 sec.

12 · Be bold to innovate your mindset, then enjoy business results

20 min. 11 sec.

13 · Don't delegate innovation only to tools

23 min. 31 sec.

14 · When a chat bot kills customer experience

26 min. 11 sec.

15 · Why spreading customer culture across all departments is key

27 min. 45 sec.

16 · Customer culture works when it's a top-down commitment

30 min. 25 sec.

17 · Why digital conversations don't lie about your customer culture

33 min. 11 sec.

18 · Darko's take about the next 3 trends in Digital Customer Service

35 min. 10 sec.

19 · Check out my new book 'The Power of Digital Conversations' >>

36 min. 55 sec.

20 · Closing remarks - get in touch: paolo@customerserviceculture.com >>

39 min. 21 sec.

21 · Check out all services on CustomerServiceCulture.com >>

39 min. 55 sec.

Descrizione

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...

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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 conversational service model that works. Just like the special guest of this podcast, Darko Popovic, Chief Operations Officer at Multitude Bank. Darko shares his valuable digital transformation journey in this great conversation hosted by Paolo Fabrizio. Read full article >>

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