Consulting 2023-11-09T11:52:53+01:00

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.



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.

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What services are you interested in?

1. Road Map Digital Customer Service (strategic goals, main steps, results, consolidation).

2. Metrics review (KPI / SLA) for digital support channels.

3. Digital conversations assessments (qualitative analysis on a sample of digital customer service conversations (via social media, live chat, video chat, messaging).

4. DCS team hiring (whole process: selection, interviews and stress tests to build your digital customer service team).

5. Process review and implementation, e.g. cross-department procedures, tone of voice and customer engagement).

Fill in the form: we will get beck to you in 24 hours to schedule an informal video conversation.


Salvatore D'Onofrio

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

Head of Voice of the Customer, ING

Darko Popovic

Paolo has been helping the 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

COO, Multitude Bank

Ruggero Carpentiere

Paolo has combined strategic vision and great practical sense having extensively trained the Front Office team  on soft, relational and communication skills.

An important moment of growth for our Customer Loyalty in Italy.

Ruggero Carpentiere

Chief Customer Officer, Air Liquide


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?

Selected clients



Paolo Fabrizio

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).