A great conversation on digital experiences

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 to your feedback!

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  • 00:03 Welcoming Shep Hyken as special guest
  • 00:19 St.Louis and Milan have never been closer: Shep and Paolo warm up
  • 02:41 The digital customer experience takes place before a phone call
  • 03:39 It happens to those who have taken digital support too far
  • 04:45 Shep shares a winning, seamless digital customer experience
  • 08:41 A great conversation: is technology making customer’s life easier?
  • 11:29 When a young Shep worked in a gas station and wanted to help a customer…
  • 14:21 The values of empathy in conversations over digital channels
  • 15:37 ‘Are you a human, or a bot?’ – said the customer
  • 17:21 Younger customers take digital, smooth experiences for granted
  • 19:01 Different consumers’ ages, different behaviors
  • 20:29 Shep’s preface on my book ‘The Power of Digital Conversations’
  • 21:29 Your feedback about this episode: paolo@customerserviceculture.com

Related links 

  1. Shep Hyken’s LinkedIn profile and website
  2. Get your Digital Customer Service team up-skilled with my training paths.
  3. Check out my 3 speaking programs to hire me for your next conference.

My new book

💡 Did you now that ‘The Power of Digital Conversations‘ features Shep Hyken’s preface? 

The Power of Digital Conversations 


Have great conversations. 👊

P.S. More Digital Customer Service gems in the newsletter.

Image: Unsplash.com

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.

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