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.

Why you need an internal communication plan

The more I have conversations with managers, the more they confirm that internal communication is still an issue for most of them. In fact, from one hand they appreciate that in the last two years there’s been an increasing awareness – however it’s not become a priority yet within the organization they’re working for. So [...]

By | 2022-06-22T09:17:16+02:00 June 22nd, 2022|Customer Experience|0 Comments

Size doesn’t matter to the digital customer

If you use al least one online channel to get support you are a digital customer – and you’re in good company. In fact millions of consumers are doing the same. From a brand standpoint, while before the pandemic digital support was provided only by a limited number of big companies, today also small and [...]

By | 2022-06-08T09:35:02+02:00 June 8th, 2022|Digital Customer Service|0 Comments

Getting your yearly budget for customer service

I know that this title is pretty ambitious. Actually I did it on purpose because I want to set the record straight from the very beginning, stressing out two debated concepts: the first one is budget for customer service and the second one is frequency. Now, let’s join the dots if you really want to [...]

By | 2022-05-26T16:42:54+02:00 May 25th, 2022|Digital Customer Service|0 Comments

How to add value to your digital conversations

It may seem a paradox, but the rush towards digital support channels has been so fast that some companies are losing focus on the customer. In fact many organizations had (wrongly) expected that new support channels such as social media, live chat or messaging would instantly generate 5-star customer experiences. Today they feel disappointed because [...]

By | 2022-05-16T09:12:59+02:00 May 11th, 2022|Digital Customer Service|0 Comments

What’s your customer service team purpose?

During a period of my life I used to hate Mondays because I considered my job as meaningless. Conversely, today I look forward to starting the following week because I love what I do. helping organizations as a consultant. These totally different sentiments set apart winning organizations from laggards, based on their customer service team [...]

By | 2022-04-27T11:24:12+02:00 April 27th, 2022|Digital Customer Service|0 Comments