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.

Helping out customers to win them back tomorrow

It’s easy to be cheering when customers do what we expect they do. What if though they suddenly decide to leave us: would you still be positive or get a bit nervous? In such situations smart organizations maintain focus on helping out their customers to understand why they have decided to abandon them, with a continuous [...]

By | 2021-01-07T09:37:18+00:00 January 7th, 2021|Digital Customer Service|0 Comments

It’s time to get upskilled to winning customers

As 2021 is just around the corner – thank goodness you may say –  be ready to grab next business opportunities. In fact what this crazy year has taught us is that now consumers take digital support for granted so that responding to their queries is not enough to deliver excellent experiences. Therefore smart brands have [...]

By | 2020-12-09T08:23:18+00:00 December 9th, 2020|Digital Customer Service|0 Comments

How to optimize conversations via Live Chat

As digital channels are different one another, engagement rules with customers vary. Not being aware of that is just like leaving the keys of a new red Ferrari to an 18 year old at his first driving day. Pretty risky, uh? To help you prevent dreadful customer experiences I’m sharing case studies based on the [...]

By | 2020-11-25T17:39:40+00:00 November 25th, 2020|Digital Customer Service|0 Comments

Anatomy of an epic service recovery

Whenever we have an issue we get emotional in a negative way. Then, we try to get in touch with the customer service as fast as possible (not always succeeding ) to get the problem fixed. During such conversations frictions are very frequent due several reasons: high effort procedures / bureaucracy, lack of agents’ training [...]

By | 2020-11-03T10:17:27+00:00 November 3rd, 2020|Digital Customer Service|0 Comments

Go over digital customer service sliding doors

When the going gets tough it’s time to take important decisions. For for your future, your loved-ones, your life. That also applies to business because today, more than ever, you need to choose between ‘let’s keep doing as we’ve always done’ and ‘changing route towards new unexplored destinations.’ That’s why when it comes to customer relationships, chances are [...]

By | 2020-10-21T15:07:24+00:00 October 21st, 2020|Digital Customer Service|0 Comments