Customer culture: with AI no more alibis

Customer culture: with AI no more alibis

Last week I attended the AI Forum where companies, universities and independent experts have shared the state-of-the art of Artificial Intelligence. As more and more organizations are integrating AI within their customer service operations, you got no more alibis: either you upgrade customer culture along with technology adoption, or you’re bound to disappointing results.

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  • 00:03 Intro episode #33
  • 00:39 Pros & Cons of AI in public and private conversations
  • 02:11 Stats and data from the AI Forum in Milan
  • 05:27 My three key takeaways upon the conference
  • 06:05 1. Build, shape and monitor your model
  • 07:51 2. Don’t mix up tools with your goals
  • 09:33 3. Let your Customer Culture evolve along with technology      
  • 11:15 Are you a manager? Exciting opportunities and challenges ahead
  • 12:25 Dear organizations, with AI you got no more alibis!
  • 16:55 Check out my ‘Customer Culture Academy’ page
  • 20:11 Subscribe to the podcast 
  • 20:31 Write here:
  • 20:47 All my consulting services on

Related links 

  1. Is your customer service team dehumanized? [listen to previous episode]
  2. Take advantage of the Customer Culture Academy
  3. Check out my Digital Customer Service consulting page
  4. Get your front line team up-skilled with my training paths.
  5. Boost your next conference with my 3 speaking programs.

Let’s meet up on LinkedIn Live!

On April 24th I’ll be special guest in the webinar “Delving into Digital Conversations for Business Survival or Irrelevance” organized by the European Customer Experience Organization (ECXO). This conversation will be hosted by Sylvia Lohr, Principal Product Marketing Manager at Microsoft and it will be broadcasted via LinkedIn Live. The icing on the cake: you can interact with me via a Q&A live chat.

Webinar key topics

  • Why taking care of each digital customer conversation is vital
  • Are you meeting CX expectations over different digital support channels?
  • The key digital conversations skills your customer service need (case examples)
  • What companies are doing to spread customer culture (case examples)
  • How to leverage ‘The Power of Digital Conversations’ in your organization

Join us 👉 save your seat now.

April 24 invite

Have great conversations. 👊

P.S. Get the more insights.

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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, 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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