{"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":"
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\n \"using<\/a> <\/div>\n <\/div>\n
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\n 20 May \n 2026 <\/span>\n <\/a> <\/div>\n
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\n Is your team using AI properly and consistently? <\/a> <\/h2>\n
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<\/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 As I’m writing this, chances are that you’ve already integrated some AI-features in your department. Whether it comes to co-pilot purposes for your customer service team or other forms, genAI is here: and most of the times it’s even embedded in major omni-channel platforms. That being said, while as a manager you may be focussed <\/div>\n \n Read More <\/a> <\/span>\n <\/div>\n
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\n \"up-skilled<\/a> <\/div>\n <\/div>\n
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\n 05 May \n 2026 <\/span>\n <\/a> <\/div>\n
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\n Getting manager and team up-skilled together <\/a> <\/h2>\n
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<\/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 When it comes to Digital Customer Service up-skilling, no one shall be left behind. However, some organizations focus just on some beneficiaries whilst underrating others. Consequently, the skill-gap amongst people of the same area increases! Others way smarter instead, plan ahead their investment and get both the manager and their team up-skilled together, at the <\/div>\n \n Read More <\/a> <\/span>\n <\/div>\n
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\n \"3<\/a> <\/div>\n <\/div>\n
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\n 21 Apr \n 2026 <\/span>\n <\/a> <\/div>\n
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\n 3 key requirements to work well. Together. <\/a> <\/h2>\n
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<\/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 These past few weeks have been rich and intense for me, with lots of travels and activities at client companies (coaching sessions, workshops and keynote speeches). Some experiences have been instructive and challenging, others instead have validated previous ones. Among these, a situation where once again 3 key requirements turned out to be essential to <\/div>\n \n Read More <\/a> <\/span>\n <\/div>\n
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\n \"Customer<\/a> <\/div>\n <\/div>\n
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\n 08 Apr \n 2026 <\/span>\n <\/a> <\/div>\n
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\n Towards a successful Customer Culture evolution <\/a> <\/h2>\n
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<\/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 “We should be more focussed on our customer’s needs” or\u00a0“we want to become a customer-centric company”. At first sight, these two sentences seem quite similar, but if you read them again you’ll notice a huge difference. In fact what’s implied – i.e. not written – defines two different visions and goals. So I open the <\/div>\n \n Read More <\/a> <\/span>\n <\/div>\n
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\n \"super<\/a> <\/div>\n <\/div>\n
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\n 25 Mar \n 2026 <\/span>\n <\/a> <\/div>\n
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\n The super skills for customer service managers <\/a> <\/h2>\n
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<\/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