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 ready for video customer service?

Planet Earth, year 2021. More and more organizations have integrated new platforms and up-skilled their staff to cope with a huge, sudden demand for digital support. Accordingly, as new channels such as video are now being used for customer service in many industries, let’s have a look at this great opportunity to deliver superior experiences and consolidate customer’s [...]

By | 2021-04-28T09:28:50+00:00 April 28th, 2021|Digital Customer Service|0 Comments

3 frequent approaches to digital support

What if I asked you ‘how do you see your organization in their Digital Customer Service journey?’ Well, first of all I hope that something will immediately pop up in your mind, otherwise you’d be in trouble! Afterwards, I’d be very curious to listen to your answers. So while you think about it, I’m going to [...]

By | 2021-04-14T09:21:43+00:00 April 14th, 2021|Digital Customer Service|0 Comments

How to use digital conversations to boost your KPIs

If you work in the customer service arena, you know that metrics play a key role. In fact you may use them to make sure you’re sailing on the right route as well as destination (aka your goals). That’s why, instead of yet another article listing the ‘best metrics’, here’s something really useful for you. [...]

By | 2021-03-31T09:41:56+00:00 March 31st, 2021|Digital Customer Service|0 Comments

Get your support optimized over social media

In the summer of 2015 I was writing my first book. I remember that it was very hot outside and that I had two certainties. First one: delivering social media support was already a consolidated habit in many industries. Second one: it was bound to expand even more in the following years. In fact since [...]

By | 2021-03-16T19:24:31+00:00 March 16th, 2021|Digital Customer Service|0 Comments

Consolidate your digital caring training results

A well-structured Digital Customer Service program includes specific steps and activities. Some of them belong to the consulting area – e.g. digital conversations assessments and guidelines set up. Others to the training area – e.g. to get managers and / or front line staff up-skilled. After this step though only part of the job is [...]

By | 2021-03-03T09:24:03+00:00 March 3rd, 2021|Digital Customer Service|0 Comments