Roadmap 2021-10-27T15:24:34+02:00

Roadmap Digital Customer Service

Training itinerary
  • Path composed by:
    - Strategy
    - Support
    - Culture
Coach: Paolo Fabrizio


  • How to choose support channels to be integrated 
  • 5 steps to your Digital Customer Service Roadmap
  • Check-list / self-assessment test
2° week- Coaching & mentorship
  • Coaching one-on-one
  • Personalized exercises assigned
  • Check exercises
  • Assistance to manage complex conversations with customers.
Suggested publications
  • E-book "Digital Customer Service Personas©"
  • Certificate 'Coaching Digital Customer Service Manager'

What are the main steps for an effective Digital Customer Service plan?
To answer this frequently asked question I created Road Map. This course enables you to introduce Digital Customer Service in your organization in a scalable way. Having working alongside companies in various industries, I have understood how essential it is to have a strategic vision (what to do and when to do it) and at the same time move forward gradually, consolidating the results obtained. In fact, in addition to integrating digital channels into customer service, a new business vision is being introduced, which goes far beyond the traditional boundaries of customer service.

Therefore in the road map you will find a training part with audio / video courses to develop the stages of your path. In addition, I will assist you to manage complex digital conversations with your customers (support). Finally you can use my ebook to build up synergies with other departments, thus strengthening overall customer service culture.
What you will bring home
  • Thanks to audio / video courses develop an effective Digital Customer Service program 
  • Support to best manage even the most complex conversations with your customers
  • My ebook to help you turn agents / operators into Digital Customer Service Assistants
This course is for you if
  • You are a customer service manager / professional wanting to introduce digital support based on best practices
  • You need to build a rock-solid path for your Digital Customer Service
  • You want your coach to help you optimize complex situations with you customers over digital channels



Develop essential steps for an effective Digital Customer Service program.

I assist you to manage the most complex conversations with your customers.

Share my ebook and spread customer service culture thru your organization.


“If you need to get your customer service in great shape, Paolo Fabrizio is the right person for you. In his workshops Paolo communicates clearly, with attention to detail and nuances. An excellent experience and a path that I recommend to everyone.”

Fausto Turco

CEO SI-Net Srl

“Paolo conveys concepts in his course with efficiency and naturalness. He constantly involves participants, making sure that the training becomes super interactive. As a result, in his workshops delivers actionable digital customer service.”

Roberta Papini

CEO Shopsharing Deutschland

“Thanks to his experience and professionalism Paolo managed to understand our the needs and drove us towards the right direction to optimize our Digital Customer Service. Very interactive courses made a difference.”

Dolores Vincenzo

Servizi al consumatore, Dr. Schaer

Your coach

Foto profilo 2017

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 been helping companies to harness digital customer service as a business driver. Founder of, author of books and speaker at conferences in Italy and abroad. Digital Customer Service Lecturer at the Bicocca University of Milan (Master MADIM).

He has worked with