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
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.
What results you achieve
Service | Who is it for | What you get |
|---|---|---|
Consultancy | Business needing their Digital Customer Service restructured / optimized. | AS IS analysis + road map (process optimization, workflows and KPIs). |
Training & up-skilling | Customer service teams delivering support via digital channels. | Conversational skills to optimize number and quality of digital interactions. |
Coaching 1-to-1 | Customer Service Managers facing organizational and management challenges. | Gain momentum in driving change and managing your AI-Customer Service team. |
Customer Culture Academy | Companies willing to spread 'Customer Culture' beyonf the front line, thus across all key departments. | The entire organization is oriented towards the relation with the end customer. |
Speaking | Companies (corporate event), conference organizers, TV/radio broadcasts. | Inspirational and engaging case studies and insights about Digital CS / Customer Culture. |
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?
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Some selected clients
