Training 2024-04-14T12:20:51+02:00

Digital Customer Service workshops

I help you turn you support agents into digital conversation specialists thanks to my 'Digital Customer Service Personas©' skill-set model. My trainings are: 

  • Interactive (we spend 50% of the time making exercises).
  • Customized as per your specific needs and the type of participants.
  • Flexible as per delivery approach (online, onsite at your offices or mixed).

Why they work well

Training paths are structured into 3 steps to spread, apply and consolidate competences. 

50% of the time is dedicated to exercises simulating digital customer conversations.


To deliver new guidelines, best practices and applying them through practical exercises.

Follow up

To fix and verify proper application of the above, through a training laboratory.

Fine tuning

To consolidate skills and harmonize them through individual meetings with participants.


  • Optimizing conversations through social networks, live chat, video chat and messaging apps.
  • Increasing customer satisfaction as per the metrics that you are using.
  • Improving the productivity and satisfaction of the people on your customer service team.
  • Leveraging digital conversations as a business driver (up & cross-selling).
  • Building internal career paths thanks to innovative skills (Digital Customer Service Personas©).

In a nutshell


Trainings are designed on your specific industry and needs.

Consolidate results thanks to the 3-step program and practical exercises.

You work with an international Digital Customer Service professional.

What participants say 🎧

Picture: support team's happy faces at the end of a Digital Customer Service training path.

Black box: listen to some participants' audio feedbacks! 


Get a customized training path

You are one step away to your customer service team digital up-skilling.

By filling the form:

  • YOU tell me a bit about your customer service team (channels, structure, challenges)
  • will respond to you within 24 hours 
  • Together we will arrange an informal video chat to deep dive into your needs.


Salvatore D'Onofrio

Paolo has helped us improve our Digital Customer Service. Starting from a complete assessment of business, he has developed a training process for our agents and ad hoc sessions for our manager. Surely a path of great growth for all of our team.

Salvatore D'Onofrio 

Head of Voice of the Customer, ING

Darko Popovic

Paolo has been helping us transform traditional Customer Service into Digital CX hub. I appreciate his innovative, professional and agile approach. His experience and open minded approach may help any business to leverage their level of service.

Darko Popovic 

COO Multitude Bank

Ruggero Carpentiere

Paolo has combined strategic vision and great practical sense having extensively trained the Front Office team on soft, relational and communication skills.
An important moment of growth for our Customer Loyalty in Italy.

Ruggero Carpentiere 

Chief Customer Officer, Air Liquide


1. Who are your training paths designed to?

2. What customer support channels are your trainings on?

3. Do your trainings include exercises?

4. Where do your trainings take place?

5. Which languages?

6. Why should I hire you?

7. How much do your trainings cost?

Some clients



Paolo Fabrizio

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. Lecturer at the Bicocca University of Milan (Master MADIM).