My experience on training digital skills

My experience on training digital skills

I guess you’re familiar with the expression ‘continuous learning’. Well, when it comes to Digital Customer Service conversational skills, that applies both for the trainer and participants. That’s exactly my first hand experience as a trainer that I’m going to share in this podcast episode. Especially today, after delivering several training digital skills sessions in a row – in different formats and channels.

Listen to the podcast

🎧 Subscribe on Spotify, Amazon Music or Apple Podcast.


  • 00:03 Intro episode #34
  • 01:21 Each conversation with the customer is just like gold
  • 02:31 After 20 sessions in 30 days…alive and kicking!
  • 03:31 Training digital skills: ‘in person‘ vs. ‘online‘ training sessions
  • 10:25 Why emotional intelligence, personalization, proactivity are super skills
  • 14:01 When customer service agents get emotionally drained 
  • 17:11 The inner value of time
  • 18:33 The Digital Customer Service training page
  • 19:01 Subscribe to this podcast on Spotify, Apple Podcast or Amazon Music
  • 19:25 Get in touch:
  • 20:07 Check out all available services on
  • 20:41 My book ‘The Power of Digital Conversations’

Related links 

  1. Previous podcast episode: with AI no more alibis
  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.
  6. Did you read ‘The Power of Digital Conversations‘ yet?

About your digital skills

Now let’s talk about how you can leverage digital conversations. So, if you want to take them to the next level standing out from competitors, asking yourself these two laser-questions:

  • What are your the next digital customer service goals?
  • Are your front line agents digitally up-skilled, thus ready to deliver superior experiences? 

Sharing our expertise can be mutually beneficial!

👉 Book an informal video conversation with me.

Have great conversations. 👊

P.S. Stay in the loop.

Image credit: Paolo Fabrizio

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.

Related Posts