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		<title>Rethinking organizational design in the age of agentic AI</title>
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		<dc:creator><![CDATA[Cristina Anna Rossi]]></dc:creator>
		<pubDate>Fri, 29 May 2026 13:58:08 +0000</pubDate>
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		<title>When AI Customer Service Goes Wrong—And How To Get It Right</title>
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		<dc:creator><![CDATA[Claudia Baratto]]></dc:creator>
		<pubDate>Fri, 17 Apr 2026 13:17:15 +0000</pubDate>
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		<title>Even the Best CX Fails Without the Right Customer Persona</title>
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		<dc:creator><![CDATA[Cristina Anna Rossi]]></dc:creator>
		<pubDate>Fri, 20 Mar 2026 17:49:20 +0000</pubDate>
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		<title>What Should Your Company&#8217;s AI Sound Like to Customers?</title>
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		<dc:creator><![CDATA[Cristina Anna Rossi]]></dc:creator>
		<pubDate>Fri, 20 Mar 2026 17:43:04 +0000</pubDate>
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		<title>If It Weren’t For Those Darn Customers</title>
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		<dc:creator><![CDATA[Cristina Anna Rossi]]></dc:creator>
		<pubDate>Fri, 20 Mar 2026 17:12:56 +0000</pubDate>
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		<title>Burger King rivoluziona il customer service: l’assistente vocale &#8216;Patty&#8217; monitora la gentilezza dei dipendenti grazie all’IA</title>
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		<dc:creator><![CDATA[Claudia Baratto]]></dc:creator>
		<pubDate>Wed, 11 Mar 2026 11:49:13 +0000</pubDate>
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		<title>ManageEngine: ripensare il ruolo dell’AI nel customer service</title>
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		<dc:creator><![CDATA[Claudia Baratto]]></dc:creator>
		<pubDate>Mon, 09 Feb 2026 16:02:35 +0000</pubDate>
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		<dc:creator><![CDATA[Claudia Baratto]]></dc:creator>
		<pubDate>Mon, 09 Feb 2026 15:36:43 +0000</pubDate>
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		<title>Integrating AI for Customer Service Into Support Agent Training: Yay or Nay?</title>
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		<dc:creator><![CDATA[Ilaria Nicolosi]]></dc:creator>
		<pubDate>Mon, 26 Jan 2026 17:05:25 +0000</pubDate>
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		<title>Canon: il servizio che fa la differenza</title>
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		<dc:creator><![CDATA[Irene Galantini]]></dc:creator>
		<pubDate>Fri, 19 Dec 2025 11:50:38 +0000</pubDate>
				<category><![CDATA[B2b Digital Commerce & Experience]]></category>
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