Customer Communication, From the Inside Out
This is where I share what’s on my heart and mind, the lessons I’ve learned from years of working with customer service professionals and leaders across industries.
Humanising AI — how to train your AI voice for authentic customer service
After more than 20 years of training and coaching Customer Service Professionals, I received a first-time request: a client asked me to "train" their AI chatbot using the same framework I use with their human team. The goal? Bring consistency, professionalism, and warmth to every customer interaction—whether it's human or AI-powered.