Run a digital skill-matching check

Run a digital skill-matching check

Like it or not, we’ve just entered a new Digital Customer Service phase where balancing AI and human interactions is key. On top of that, your customer service team already delivers over digital channels but conversational expectations are ever-changing. So do you run digital skill-matching checks? Here are the main benefits and why you’d better to carry out them on a regular basis.

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  • 00:03 Intro episode #31
  • 00:47 Listen to previous interview w/ Shep Hyken, CX Expert
  • 01:01 Listen to interview w/ Darko Popovic, COO Multitude Bank
  • 02:11 The post-pandemic is increasing customer’s conversational expectations
  • 05:01 “We have delivered trainings to our agents, but…” – said the manager
  • 06:01 What’s a digital skill-matching check and why you need it
  • 07:03 My experience: how to run one effectively
  • 07:35 Download the ‘DCS Personas©‘ skill-set framework
  • 08:51 Are you driving the conversation with the customer?
  • 11:55 Customers are more and more aggressive, so don’t be passive!
  • 14:23 Check out my DCS consulting and training pages
  • 15:05 My book ‘The Power of Digital Conversations’ available on Amazon
  • 15:55 Send your feedback / question:

Related links 

  1. Balancing AI and human interactions [read article]
  2. Podcast #30 w/ Shep Hyken, CX Expert [listen here]
  3. Podcast #29 w/ Darko Popovic, COO Multitude Bank [listen here]
  4. Download the DCS Personas© skill-set framework [here]
  5. Want to run a digital skill-matching check? [go to my consulting page
  6. Get your Digital Customer Service team up-skilled with my training paths.
  7. Check out my 3 speaking programs to hire me for your next conference.

Check out my book

💡 After this podcast episode you’d better read my newest book ‘The Power of Digital Conversations‘. So, wherever you live, get a copy for you and your peers to boost Digital Customer Service best practices and help spread Customer Culture across your organization.

The Power of Digital Conversations 


Have great conversations. 👊

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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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