Paolo Fabrizio

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Paolo Fabrizio

About Paolo Fabrizio

Digital Customer Service Consultant, Trainer, Author, Speaker. In the 90s he took part in the startup of the first online insurance company in Italy, following the customer's entire life cycle. Since 2013 as a consultant and trainer he has helped companies to exploit digital customer service as a business lever. Founder of CustomerServiceCulture.com, he is the author of thematic books at thematic conferences in Italy and abroad and lecturer at the Bicocca University of Milan.

Why you need more thinking customers

As Gen AI is forcing managers to re-shape their digital customer service models, it’s crucial avoiding dangerous curves. In fact, this constant rush is generating ‘AI hallucinations’ – both from organization and customer’s perspectives! That’s why it’s time to focus on goals first, then on tools to achieve them. In this critical process, it’s in [...]

By | 2025-04-23T15:57:05+02:00 April 23rd, 2025|Digital Customer Service|0 Comments

Coherent experiences for demanding customers

From the regular analyses that I carry out on behalf of my client companies, a sore point has emerged more than once: delivered experiences did not fully match customers’ expectations. Hence the need to raise the bar offering coherent experiences at every stage of the customer journey. And as I have just had a brilliant [...]

By | 2025-04-08T17:59:26+02:00 April 8th, 2025|Social Customer Service|0 Comments

Even a young job applicant is a customer

I like helping people and that’s the main reason why I’ve been working in customer service for so many years. However, when I was a youngster I remember that my first ‘customer experiences’ in job interviews were pretty bad. I was not considered, sometimes even not respected, because I had not any previous professional experience! [...]

By | 2025-03-26T09:02:05+01:00 March 26th, 2025|Digital Customer Service|0 Comments

We are ‘only’ humans: my new keynote

In customer service, March is the first milestone of the year bringing along Q1 results. And on top of that, the rising integration of Gen AI solutions is mixing things up! So if you are a manager, chances are that you feel the pressure trying to balance AI solutions and your current customer service model [...]

By | 2025-03-12T10:15:12+01:00 March 12th, 2025|Digital Customer Service|0 Comments

Are you building up customer culture bonds?

Even if it’s not in your DNA, you need to become both a good marketer and negotiator. In fact as a Customer Service Manager, mastering such skills is not less important than excelling with digital ones. Especially if you want to build effective cross-department customer culture bonds within your organization. Here are ‘two moments of [...]

By | 2025-02-25T17:22:29+01:00 February 25th, 2025|Digital Customer Service|0 Comments