Paolo Fabrizio
Digital Customer Service Consultant, Trainer, Author, Speaker.
Born and bred in Milan, Italy. In the 90s he took part in the startup of the first online insurance companies, following the customer's entire life cycle. Since 2014, as consultant and trainer, he has been helping client companies harness digital customer service as a business driver. Founder of CustomerServiceCulture.com, content hub with over 300 blogs and podcasts and author of the book 'The Power of Digital Conversations'. Paolo is also an international speaker engaging audiences with real case examples and his passionate energy. Lecturer at Università Bicocca in Milan, Italy for Digital Customer Service topics (Master MADIM). People, travel, music lover and rugby-addicted (because life is oval).
3 reasons to hire me
1. I know how companies work. In fact before helping them as a consultant, I have worked for 20 years within organisations covering various roles.
2. I leverage Customer Service with a wide business perspective: both to consolidate customer's trust and to facilitate the acquisition of new ones.
3. Listening, results and passion. These concepts summarize well how I cover my role as a consultant, trainer, speaker - as well as my human values.
What clients say
Paolo has helped us improve our Digital Customer Service. Starting from a complete assessment of business, he has developed a training path 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
Paolo has been helping us 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
Paolo has combined strategic vision and great practical sense with exercises alongside the team working on the soft, relational and communication skills of the Front Office team. An important moment of growth for our Customer Loyalty in Italy.
Ruggero Carpentiere
Chief Customer Officer, Air Liquide
What services are you interested in?
1. Digital Customer Service consultancy (processes, KPIs, quality checks, AI enhancements)
2. Digital Customer Service (training & up-skilling paths on digital conversations)
3. Speaking (conferences, company meetings, Radio / TV broadcasts)
4. Customer Culture Academy to spread customer culture across your organization
5. Coaching 1-to-1 to help your customer service manager in various areas (ask for more details).
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Some selected clients
