Paolo Fabrizio

Home/Paolo Fabrizio
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.

Making the best of conversations

Every time customers ask for support, they have great emotional expectations before having any kind of interaction: entering a shop, calling or having a live chat with one of your agents. From a company’s standpoint instead the approach is usually a bit different: ‘how can I make the best of conversations to deliver great experiences [...]

By | 2023-09-20T08:33:47+02:00 September 19th, 2023|Digital Customer Service|0 Comments

How are you welcoming the customer?

Whenever we acquire a new customer it’s always such an exciting moment, that we can even feel the adrenaline pumping inside our body. I have a brutal question for you though: does the customer feel the same strong, positive emotions…or rather bitter-sweet ones? So, what are you doing to make the welcoming of the customer [...]

By | 2023-09-05T08:44:26+02:00 September 5th, 2023|Customer Experience|0 Comments

5 ways to deliver digital sane experiences

While most companies maintain a strong focus on digital tools and platforms, many consumers keep complaining about poor conversations they have with them. The harsh truth is that many brands are convinced they are delivering sane experiences, whereas customers have a pretty different opinion. So why such a huge perception gap? Where is the bottleneck? [...]

By | 2023-07-19T11:18:26+02:00 July 19th, 2023|Digital Customer Service|0 Comments

Close the loop with your front line

When I was a kid my mother used to tell me: 'make sure to lock the window, otherwise air drafts will get in!' While that message was pretty clear to me, I could not imagine that it would remain relevant until today as for customer relationships. In particular whenever a 2° level support is necessary, [...]

By | 2023-07-04T17:05:48+02:00 July 4th, 2023|Digital Customer Service|0 Comments

How to lead customer relationships

Have you ever had to change your habits? I bet you know that it’s hard because you have to replace a routine thoughts and actions with new ones – with big, an extra effort. On top of that you won’t get super results overnight, so you’ll also need to be patient and disciplined. As customer [...]

By | 2023-06-21T10:48:20+02:00 June 21st, 2023|Digital Customer Service|0 Comments