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, he is the author of thematic books at thematic conferences in Italy and abroad and lecturer at the Bicocca University of Milan.

Get customer service full potential unlocked

During the height of the crisis the UK Office of National Statistics announced that about 50% of employed adults were working from home. The CX community has been championing this shift for call centre staff for years but has now become a reality. Consequently this is the time for important decisions: customer service managers need [...]

By | 2020-07-28T09:20:13+00:00 July 28th, 2020|Digital Customer Service|0 Comments

The path from happy employees to happy customers

‘People that like to help other people’. If you are a customer service manager that’s the best environment that you may wish to build. As digital conversations are rapidly growing, when it comes to providing external support you also need to work internally by engaging and motivating your agents. So how can you achieve that? [...]

By | 2020-07-15T09:10:16+00:00 July 15th, 2020|Digital Customer Service|0 Comments

7 reasons to take care of digital conversations

Someone said that ‘the devil’s in details’. Well, when it comes to dealing with customers over social media, live chat or messaging, that’s damn true.  In fact digital conversations are tricky because you have to carefully read what the customer has written, detect their sentiment and then craft your answer. There’s much much more though: [...]

By | 2020-06-12T12:03:51+00:00 June 12th, 2020|Digital Customer Service|0 Comments

From agents to Digital Customer Service Assistants

“Once upon a call…” [unknown author, 2010] “One upon a chat…” [unknown author, 2020] These sentences sum up how customer support has dramatically changed in just a few years. In fact for the first time ever, customers call the tune deciding which digital channel use, when and how to use it. Consequently, many organizations have [...]

By | 2020-05-23T12:47:53+00:00 May 23rd, 2020|Digital Customer Service|0 Comments

The most urgent customer service call to action

Time waits for no oneIf you want to go onLeave me something to grow on - Time's up [Living Colour] People love using digital channels because they are easy to be used and FAST. In fact when it comes to asking for support sending tweets, Whatsapp messages or having live chat often is the best [...]

By | 2020-05-13T00:55:45+00:00 May 13th, 2020|Digital Customer Service|0 Comments