Consulting 2022-07-20T17:47:55+02:00

Digital Customer Service Consultancy

This is the right page for you if you:

  • Want to take advantage of the Digital Customer Service to win and attract customers.
  • Don't settle for good customer service because you want to stand out from competitors.
  • Are willing to question your habits in order to innovate your customer service culture.

Most requested services

  • Digital Customer Service road maps (strategic objectives, milestones and consolidation of results).
  • Implementation ad hoc metrics (KPI / SLA) for new digital support channels.
  • Qualitative analysis on your digital conversations over social media, live chat, video chat, messaging app.
  • Hiring internally your Digital Customer Service team using the 'DCS Personas ©' skill-set model.
  • Review and implementation of processes, procedures and tone of voice on digital channels.



Before offering advice I listen carefully to understand your priorities and focus on your real needs.

Consequently I prepare a consultancy path targeted to your needs, because each company has its own story.

You take advantage of a Digital Customer Service professional, who has worked for over twenty years for brands.

Ready to harness Digital Customer Service?


1. Who are your consulting designed to?

2. Where do your consultancy sessions take place?

3. Why should I hire you?

4. What languages do you serve?

5. How much do your consultancies cost?

Get more info


"Paolo has helped us improve our Digital Customer Service. Starting from a complete assessment of business, he has developed a training process for our agents and ad hoc sessions for our manager. Surely a path of great growth for all of our team."

Salvatore D'Onofrio

Digital Experience Senior Manager, ING

“Paolo has been helping Ferratum Bank to our transform traditional Customer Service into Digital CX hub. I appreciate his innovative, professional and agile approach. His experience and open minded approach may help any business to leverage their level of service.”

Darko Popovic

Head of Customer Service Ferratum Bank

“Thanks to his experience and professionalism Paolo managed to understand our the needs and drove   us towards the right direction to optimize our Digital Customer Service.               Very interactive courses made a difference.” 

Dolores Vincenzo

Consumer Service Manager, Dr. Schaer

Some clients

Foto profilo 2017

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 been helping companies to harness digital customer service as a business driver. Founder of, author of books and speaker at conferences in Italy and abroad. Lecturer at the Bicocca University of Milan (Master MADIM).