{"id":20403,"date":"2020-04-02T07:47:58","date_gmt":"2020-04-02T05:47:58","guid":{"rendered":"https:\/\/customerserviceculture.com\/?page_id=20403"},"modified":"2020-04-04T23:00:16","modified_gmt":"2020-04-04T21:00:16","slug":"blog-podcast","status":"publish","type":"page","link":"https:\/\/customerserviceculture.com\/en\/blog-podcast\/","title":{"rendered":"Blog & Podcast"},"content":{"rendered":"
\n
\n
\n \"super<\/a> <\/div>\n <\/div>\n
\n
\n 25 Mar \n 2026 <\/span>\n <\/a> <\/div>\n
\n

\n The super skills for customer service managers <\/a> <\/h2>\n
\n \n
<\/div>\n <\/i>\n \n By Paolo Fabrizio<\/a> <\/span>\n <\/span>\n \n <\/i>\n Digital Customer Service<\/a> <\/span>\n \n <\/i>\n 0 comment<\/span><\/a> <\/span><\/i>7<\/span><\/a><\/span><\/span> <\/div>\n <\/div>\n <\/div>\n
\n While 90% of conversations about Digital Customer Service buzz over AI, managers have one key priority: maintaining clarity. More precisely, making sure that goals and actions are aligned and coherent one another. In fact it doesn’t surprise me that the majority of managers I have conversations with, say that part of their job is ‘finding <\/div>\n \n Read More <\/a> <\/span>\n <\/div>\n
\n
\n
\n \"kill<\/a> <\/div>\n <\/div>\n
\n
\n 11 Mar \n 2026 <\/span>\n <\/a> <\/div>\n
\n

\n Assumptions that silently kill customer experiences <\/a> <\/h2>\n
\n \n
<\/div>\n <\/i>\n \n By Paolo Fabrizio<\/a> <\/span>\n <\/span>\n \n <\/i>\n Customer Experience<\/a> <\/span>\n \n <\/i>\n 0 comment<\/span><\/a> <\/span><\/i>11<\/span><\/a><\/span><\/span> <\/div>\n <\/div>\n <\/div>\n
\n Supposition, hypothesis and guess are synonyms of what may happen within a company. Picture this and let me know how it resonates: teams ‘A’ and ‘B’ have been assigned different tasks. Upon carrying out them, these teams will have to work together in a project. Suddenly – often too late – they realize a lack <\/div>\n \n Read More <\/a> <\/span>\n <\/div>\n
\n
\n
\n \"up-skilling<\/a> <\/div>\n <\/div>\n
\n
\n 25 Feb \n 2026 <\/span>\n <\/a> <\/div>\n
\n

\n When the up-skilling journey comes to an end <\/a> <\/h2>\n
\n \n
<\/div>\n <\/i>\n \n By Paolo Fabrizio<\/a> <\/span>\n <\/span>\n \n <\/i>\n Digital Customer Service<\/a> <\/span>\n \n <\/i>\n 0 comment<\/span><\/a> <\/span><\/i>7<\/span><\/a><\/span><\/span> <\/div>\n <\/div>\n <\/div>\n
\n “Since it’s the last session of this intensive up-skilling journey, I want you to know that I did appreciate your commitment from the very first workshop and I’m proud of the results that you have achieved…” That’s what I said last Wednesday kicking off the last leg of my Customer Culture Academy, after working with <\/div>\n \n Read More <\/a> <\/span>\n <\/div>\n
\n
\n
\n \"customer<\/a> <\/div>\n <\/div>\n
\n
\n 11 Feb \n 2026 <\/span>\n <\/a> <\/div>\n
\n

\n Set up your digital customer service priorities now <\/a> <\/h2>\n
\n \n
<\/div>\n <\/i>\n \n By Paolo Fabrizio<\/a> <\/span>\n <\/span>\n \n <\/i>\n Digital Customer Service<\/a> <\/span>\n \n <\/i>\n 0 comment<\/span><\/a> <\/span><\/i>11<\/span><\/a><\/span><\/span> <\/div>\n <\/div>\n <\/div>\n
\n In the 70’s Bruce Springsteen used to sing ‘it’s hard to be a saint in the city‘. Today some managers struggle to maintain focus and clarity, due too a plethora of goals and projects. Which sometimes are apparently not linked one another, nor 100% coherent. That’s why even seasoned customer service managers put more effort <\/div>\n \n Read More <\/a> <\/span>\n <\/div>\n
\n
\n
\n \"advantage<\/a> <\/div>\n <\/div>\n
\n
\n 28 Jan \n 2026 <\/span>\n <\/a> <\/div>\n
\n

\n How smart managers take advantage of coaching <\/a> <\/h2>\n
\n \n
<\/div>\n <\/i>\n \n By Paolo Fabrizio<\/a> <\/span>\n <\/span>\n \n <\/i>\n Customer Service<\/a> <\/span>\n \n <\/i>\n 0 comment<\/span><\/a> <\/span><\/i>7<\/span><\/a><\/span><\/span> <\/div>\n <\/div>\n <\/div>\n
\n Last week I held the last session of a 6-month coaching for a customer service manager. As I was\u00a0 driving back home, I thought about the definition coaching – “a form of development in which an experienced person (coach) supports a client in achieving a specific professional goals.“ Then I came to the conclusion that <\/div>\n \n Read More <\/a> <\/span>\n <\/div>\n