About me & Contact 2023-10-20T11:32:50+02:00

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. After many years as manager in customer facing roles, in 2014 he turned his professional life upside down. In fact as consultant and trainer he has been helping client companies harness digital customer service as a key business driver. Founder of CustomerServiceCulture.com, content hub with over 300 blogs and podcasts and author of two previous books on these topics. 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).

Paolo Fabrizio

Contact me

What services are you interested in?

1. Digital Customer Service consultancy
2. Digital Customer Service training paths for your team
3. Speaking (conferences, company meetings, Radio / TV broadcasts)
4. Customer Culture Academy to spread customer culture across your organization
5. Coaching 1-to-1 to get your customer service manager equipped for digital challenges.

Quote them in the form below: we'll respond in 24 hours to arrange an informal video chat.


Salvatore D'Onofrio

Paolo has helped us improve our Digital Customer Service. Starting from a complete assessment of business, he has developed a training process for our agents and ad hoc sessions for our manager.

Surely a path of great growth for all of our team.

Salvatore D'Onofrio 

Head of Voice of the Customer, ING

Darko Popovic

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

Ruggero Carpentiere

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

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