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 CustomerServiceCulture.com, he is the author of thematic books at thematic conferences in Italy and abroad and lecturer at the Bicocca University of Milan.

Balancing AI and human interactions

We’re in the midst of a revolution but most people still don’t know what direction to take. That’s my answer whenever I got asked about the spread of artificial intelligence in customer service. Briefly speaking, my take is the result of many conversations that I’ve had these past few months with customer service directors and [...]

By | 2024-01-31T09:01:09+01:00 January 31st, 2024|Digital Customer Service|0 Comments

A great conversation on digital experiences

When people love what they do they convey their passion to others. That’s exactly what happened when I sat down with Shep Hyken sharing our experiences as consultants and speakers: we had such a great conversation with lots of real case examples and fun moments that made this podcast episode a real gem. Looking forward [...]

By | 2024-01-17T15:57:36+01:00 January 17th, 2024|Digital Customer Service|0 Comments

2024 global customer service conferences

Since many of you have enjoyed last year’s list of global customer service conferences, I’ve prepared the updated version for 2024. Check it out in this article and feel free to suggest further events in every continent, I’ll be happy to add them. Just drop me a line or send me a voice message. So, which [...]

By | 2024-01-18T18:30:23+01:00 January 2nd, 2024|Customer Service|0 Comments

Most loved content of this year

As we get to the end of the year it’s time to take stock. In 2023 I’ve published several articles and podcast here covering two hot topics for many organizations: Digital Customer Service and Customer Culture. However since I’ve noticed that there are 7 most loved content, I’m going to showcase them here, should you [...]

By | 2023-12-27T11:11:40+01:00 December 27th, 2023|Digital Customer Service|0 Comments

Building a conversational service model

When it comes to Digital Customer Service you can’t change things overnight. However, if you are a tenacious manager with a clear vision, purpose and goals, you can build up an effective conversational service model that works. Just like the special guest of this podcast, Darko Popovic, Chief Operations Officer at Multitude Bank. Darko shares [...]

By | 2023-12-13T10:27:12+01:00 December 13th, 2023|Digital Customer Service|0 Comments