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.

Are your digital conversations flows shining?

“I’ve contacted the support team over Whatsapp but it was just a waste of time! I’m not giving it a chance again” said a ranting customer. Well, if it happens, you’d better find the root cause and fix it as soon as you can. Otherwise you’ll have to deal with a rising number of similar [...]

By | 2024-12-11T18:45:49+01:00 December 11th, 2024|Digital Customer Service|0 Comments

Digital channels are not for everyone

99% of us have a natural predisposition towards some activity or knowledge. Nevertheless, if you want to become really smart, you need to study and practice day by day. And when it comes to delivering customer support, digital channels are definitely not for everybody! In fact even seasoned customer service agents need to learn ad [...]

By | 2024-11-27T17:47:14+01:00 November 27th, 2024|Digital Customer Service|0 Comments

3 AI and Customer Culture lessons learnt

On October 31st 2024 I’ve celebrated my first 10 years as a Digital Customer Service & Culture consultant, trainer and speaker. I can’t believe it’s already been so long! Over this journey I’ve had numerous experiences with client companies, helping them optimize various business areas. Since in the last 3 years I’ve worked a lot [...]

By | 2024-11-13T09:09:52+01:00 November 12th, 2024|Digital Customer Service|0 Comments

The service that clients love the most

Every company would like a crystal ball to know what clients love the most. In fact, even though some AI-powered platforms help detecting customer’s sentiment, it’s still pretty hard to predict towards which direction their demand is going to. Anyways, there are two things that you can do immediately to intercept customer’s signals – so [...]

By | 2024-10-22T18:13:01+02:00 October 22nd, 2024|Digital Customer Service|0 Comments

Why contextualizing conversations is key

Picture your average working day: I bet that you handle dozens of interactions through a vast array of channels. Regardless of they are with external or internal customers, make sure that your interlocutors are aware of the scenario and actions (taken or to be). Otherwise both of you will have doubled efforts and interactions! That’s [...]

By | 2024-10-08T06:49:40+02:00 October 8th, 2024|Digital Customer Service|0 Comments