About me & Contact - Customer Service Culture

Paolo Fabrizio

Digital Customer Service Consultant, Trainer, Author, Speaker.

Born and bred in Milan, Italy. In the 90s he took part in the startup of the first online insurance companies, following the customer's entire life cycle. Since 2014, as consultant and trainer, he has been helping client companies harness digital customer service as a business driver. Founder of CustomerServiceCulture.com, content hub with over 300 blogs and podcasts and author of the book 'The Power of Digital Conversations'. Paolo is also an international speaker engaging audiences with real case examples and his passionate energy. Lecturer at Università Bicocca in Milan, Italy for Digital Customer Service topics (Master MADIM). People, travel, music lover and rugby-addicted (because life is oval).

💡 In Customer Service challenges and objectives are not all the same – nor are the solutions.

Tell me be about your next goal

Do you prefer email me? → paolo@customerserviceculture.com

What results you achieve

Where you start, what you really need

Every request hides a deeper need. From there, we choose the right service together.

Request

Need

Service

RequestI want a laser-focussed analysis of my customer service processes, digital channels or my team's skill level.

NeedA clear picture of the situation AS IS and an effective roadmap with goals, priorities and actions to be taken.

Consulting

RequestConversational skills for my Customer Service team, specific to digital channels (email, live chat, WhatsApp, reviews).

NeedSkills to improve the quality and volume of customer interactions (owned skill set model 'Digital Customer Service Personas©').

Training

RequestI need to introduce AI into my digital customer service model, but my team is afraid of such a changing moment.

NeedOptimizing flows and processes by harmonizing roles and activities (AI and human agents) to lead the change and make it last.

1-to-1 Coaching

RequestAcross the company, awareness of customer service & experience is still quite patchy.

NeedSpreading Customer Culture across every department and business area, evenly and lastingly. Nurture the relationship to drive further sales.

Academy

RequestI want to bring Digital Customer Service or Customer Culture to my next congress, corporate conference or TV show.

NeedReal-world cases that inspire and move the audience, and let us explore the topics further later on.

Speaking

3 reasons to hire me

1. Beginning from the status quo. As first activity, I assess your current situation (channels, processes, team skills). No off-the-shelf solutions.

2. Enhancing Customer Service. Managers and teams I work with gain applicable tools and skills (e.g. critical case management, quality assurance).

3. Consolidating your results. With 1-to-1 coaching sessions I help the CS manager introduce and stabilize organizational and cultural changes.

Clients' experience

What managers I've worked with say.

Paolo has helped us improve our Digital Customer Service. Starting from a complete assessment of our business, he has developed a training path for our agents and ad hoc coaching sessions for our manager. Surely it has been a path of great growth for all of our team.

Salvatore D'Onofrio

Head of Voice of the Customer, ING

Paolo has been helping us to our transform traditional Customer Service into Digital CX hub. I appreciate his innovative, professional and agile approach. His experience and open minded approach may help any business to leverage their level of service.

Darko Popovic

COO Multitude Bank

Paolo has combined strategic vision and great practical sense with exercises alongside the team working on the soft, relational and communication skills of the Front Office team. An important moment of growth for our Customer Loyalty in Italy.

Ruggero Carpentiere
Chief Customer Officer, Air Liquide

What services would you like to know more?

Fill out the form to book an informal video call.