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.

How is your customer culture doing?

Did you know that sometimes customer service managers feel lonely? It happens whenever they realize that the organization they’re in is not much committed to improving customer experience. Accordingly, if such a disconnection continues overtime, it’s bound to undermine the customer manager’s trust and determination! Briefly speaking, if your customer culture is not evolved in [...]

By | 2024-02-28T16:18:07+01:00 February 28th, 2024|Digital Customer Service|0 Comments

Run a digital skill-matching check

Like it or not, we’ve just entered a new Digital Customer Service phase where balancing AI and human interactions is key. On top of that, your customer service team already delivers over digital channels but conversational expectations are ever-changing. So do you run digital skill-matching checks? Here are the main benefits and why you’d better [...]

By | 2024-02-14T16:44:34+01:00 February 14th, 2024|Digital Customer Service|0 Comments

Balancing AI and human interactions

We’re in the midst of a revolution but most people still don’t know what direction to take. That’s my answer whenever I got asked about the spread of artificial intelligence in customer service. Briefly speaking, my take is the result of many conversations that I’ve had these past few months with customer service directors and [...]

By | 2024-01-31T09:01:09+01:00 January 31st, 2024|Digital Customer Service|0 Comments

A great conversation on digital experiences

When people love what they do they convey their passion to others. That’s exactly what happened when I sat down with Shep Hyken sharing our experiences as consultants and speakers: we had such a great conversation with lots of real case examples and fun moments that made this podcast episode a real gem. Looking forward [...]

By | 2024-01-17T15:57:36+01:00 January 17th, 2024|Digital Customer Service|0 Comments

2024 global customer service conferences

Since many of you have enjoyed last year’s list of global customer service conferences, I’ve prepared the updated version for 2024. Check it out in this article and feel free to suggest further events in every continent, I’ll be happy to add them. Just drop me a line or send me a voice message. So, which [...]

By | 2024-01-18T18:30:23+01:00 January 2nd, 2024|Customer Service|0 Comments