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.

Are you still aligned with the customer?

The pandemic has hit hard most of companies that had to cope with sudden, extraordinary customer support demands. Two years later the waves have not become calmer though, due to the international political and economical uncertainty. In such a complex scenario we all – as consumers – have dramatically raised our expectations: that’s why getting [...]

By | 2022-11-23T08:26:11+01:00 November 23rd, 2022|Digital Customer Service|0 Comments

Learning by training support teams

‘How your ideal customer service training path should be?’ Whenever I ask this million-dollar question to new potential clients they change expression because they start thinking with a different perspective. So, since experiences speak louder than words, I’m going to tell you about my recent training support teams sessions. The reason why? I gave them [...]

By | 2022-11-16T00:29:47+01:00 November 16th, 2022|Digital Customer Service|0 Comments

Becoming live chat conversations pro

I’ve recently carried out Digital Customer Service consulting and training activities for two clients. With both of them I’ve worked with their team members, letting them focus on live chat support. These two teams are now fully aware that handling live chat conversations like a pro doesn’t happen overnight. So let me show you what [...]

By | 2022-11-02T16:45:18+01:00 November 2nd, 2022|Digital Customer Service|0 Comments

How to prevent support agents burnout

If you have a customer service team, it is likely that they feel pretty much under pressure right now. In fact the last couple of years upheavals have overstressed them more than once. To such an extent that for some managers, preventing the risk of their support agents burnout is now a priority! So if [...]

By | 2022-10-19T08:33:18+02:00 October 19th, 2022|Digital Customer Service|0 Comments

2 signals you are afraid of the customer

Technology is a great enabler especially when it comes to Digital Customer Service. However that’s not enough because customer experience perception is the result of each interaction. In fact when I carry out digital conversations assessments on behalf of clients I often find out dangerous behaviors by their support agents. Because show that the whole [...]

By | 2022-10-31T18:07:00+01:00 October 5th, 2022|Customer Culture|0 Comments