Training 2022-11-01T17:35:10+01:00

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).

What you get

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


My Digital Customer Service training sessions are structured in main 3 steps in order to spread, enforce and consolidate new competences. 


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.

Do you want to leverage digital conversations?



Trainings are designed on your specific industry and needs.

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

You work with a professional specialized in Digital Customer Service.


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?

Ask for more info


"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

Digital Experience Senior Manager, ING

"Paolo has been helping Ferratum Bank to our 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

Head of Customer Service Ferratum Bank

"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."

Dolores Vincenzo

Consumer Service Manager Dr. Schär

Some clients

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