{"id":20860,"date":"2020-04-11T13:46:19","date_gmt":"2020-04-11T11:46:19","guid":{"rendered":"https:\/\/customerserviceculture.com\/?page_id=20860"},"modified":"2026-06-12T11:50:16","modified_gmt":"2026-06-12T09:50:16","slug":"about-me","status":"publish","type":"page","link":"https:\/\/customerserviceculture.com\/en\/about-me\/","title":{"rendered":"About me &#038; Contact"},"content":{"rendered":"<h3 data-fontsize=\"33\" data-lineheight=\"49\" style=\"\"><strong>Paolo Fabrizio<\/strong><\/h3>\n<p><em><span style=\"font-size: 18px;\">Digital Customer Service Consultant, Trainer, Author, Speaker.<\/span><\/em><\/p>\n<p><span style=\"font-size: 19px !important;\">Born and bred in Milan, Italy. In the 90s he took part in the startup of the first online insurance companies, following the customer&#8217;s entire life cycle. Since 2014, as consultant and trainer, he has been helping client companies harness digital customer service as a business driver. Founder of CustomerServiceCulture.com, content hub with over 300 blogs and podcasts and author of the book <em>&#8216;The Power of Digital Conversations&#8217;<\/em>. Paolo is also an international speaker engaging audiences with real case examples and his passionate energy. Lecturer at Universit\u00e0 Bicocca in Milan, Italy for Digital Customer Service topics (Master MADIM).&nbsp;<\/span><span style=\"font-size: 19px !important;\">People, travel, music lover and rugby-addicted (because life is oval).<\/span><\/p>\n<p><span style=\"\"><a href=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/04\/About_US-1.png\" target=\"_blank\"><img decoding=\"async\" alt=\"Paolo Fabrizio\" data-id=\"35037\" width=\"313\" height=\"469\" title=\"Paolo Fabrizio\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/09\/Paolo-Fabrizio-4-di-copertina.png\" data-link-wrap=\"true\" style=\"aspect-ratio: auto 1365 \/ 2046;\" data-width=\"313\" data-height=\"469\" data-init-width=\"1365\" data-init-height=\"2046\" loading=\"lazy\" mt-d=\"-2.0170000000000528\" ml-d=\"0\"><\/a><\/span><\/p>\n<p style=\"\">\ud83d\udca1 In Customer Service challenges and objectives are not all the same \u2013 nor are the solutions.<\/p>\n<h3 data-fontsize=\"33\" data-lineheight=\"49\" style=\"\"><strong>Tell me be about your next goal<\/strong><\/h3>\n<h3 data-fontsize=\"33\" data-lineheight=\"49\" style=\"\"><strong>3 reasons to hire me<\/strong><\/h3>\n<p style=\"\"><em>1. Beginning from the status quo.&nbsp;<\/em>As first activity, I assess your current situation (channels, processes, team skills). No off-the-shelf solutions.<\/p>\n<p style=\"\"><em>2. Enhancing Customer Service.&nbsp;<\/em> Managers and teams I work with gain applicable tools and skills (e.g. critical case management, quality assurance).<\/p>\n<p style=\"\"><em>3. Consolidating your results.<\/em> With 1-to-1 coaching sessions I help the CS manager introduce and stabilize organizational and cultural changes.&nbsp;<\/p>\n<h3 data-fontsize=\"33\" data-lineheight=\"49\" style=\"\"><strong>What results you achieve<\/strong><\/h3>\n<table data-rows=\"6\" data-cols=\"3\">\n<thead>\n<tr>\n<th>\n<p style=\"\"><strong>Service<\/strong><\/p>\n<\/th>\n<th>\n<p style=\"\"><strong>Who is it for<\/strong><\/p>\n<\/th>\n<th colspan=\"1\" rowspan=\"1\">\n<p style=\"\"><strong>What you get<\/strong><\/p>\n<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td data-th=\"Service\">\n<p style=\"\"><strong>Consultancy<\/strong><\/p>\n<\/td>\n<td data-th=\"Who is it for\">\n<p style=\"\">Business needing their Digital Customer Service &nbsp;restructured \/ optimized.<\/p>\n<\/td>\n<td data-th=\"What you get\" colspan=\"1\" rowspan=\"1\">\n<p style=\"\">AS IS analysis + road map (process optimization, workflows and KPIs).<\/p>\n<\/td>\n<\/tr>\n<tr>\n<td data-th=\"Service\"><!--! Font Awesome Free 6.7.1 by @fontawesome - https:\/\/fontawesome.com License - https:\/\/fontawesome.com\/license\/free (Icons: CC BY 4.0, Fonts: SIL OFL 1.1, Code: MIT License) Copyright 2024 Fonticons, Inc. --><\/p>\n<p style=\"\"><strong>Training &amp; up-skilling<\/strong><\/p>\n<\/td>\n<td data-th=\"Who is it for\">\n<p style=\"\">Customer service teams delivering support via digital channels.<\/p>\n<\/td>\n<td data-th=\"What you get\" colspan=\"1\" rowspan=\"1\">\n<p style=\"\">Conversational skills to optimize number and quality of digital interactions.<\/p>\n<\/td>\n<\/tr>\n<tr>\n<td data-th=\"Service\">\n<p style=\"\"><strong>Coaching 1-to-1<\/strong><\/p>\n<\/td>\n<td data-th=\"Who is it for\">\n<p style=\"\">Customer Service Managers facing organizational and management challenges.<\/p>\n<\/td>\n<td data-th=\"What you get\" colspan=\"1\" rowspan=\"1\">\n<p style=\"\">Gain momentum in driving change and managing your AI-Customer Service team.<\/p>\n<\/td>\n<\/tr>\n<tr>\n<td data-th=\"Service\">\n<p style=\"\"><strong>Customer Culture Academy<\/strong><\/p>\n<\/td>\n<td data-th=\"Who is it for\">\n<p style=\"\">Companies willing to spread &#8216;Customer Culture&#8217; beyonf the front line, thus across all key departments.<\/p>\n<\/td>\n<td data-th=\"What you get\" colspan=\"1\" rowspan=\"1\">\n<p style=\"\">The entire organization is oriented towards the relation with the end customer.<\/p>\n<\/td>\n<\/tr>\n<tr>\n<td data-th=\"Service\" rowspan=\"1\" colspan=\"1\"><!--! Font Awesome Free 6.7.1 by @fontawesome - https:\/\/fontawesome.com License - https:\/\/fontawesome.com\/license\/free (Icons: CC BY 4.0, Fonts: SIL OFL 1.1, Code: MIT License) Copyright 2024 Fonticons, Inc. --><\/p>\n<p style=\"\"><strong>Speaking<\/strong><\/p>\n<\/td>\n<td data-th=\"Who is it for\" rowspan=\"1\" colspan=\"1\">\n<p style=\"\">Companies (corporate event), conference organizers, TV\/radio broadcasts.<\/p>\n<\/td>\n<td data-th=\"What you get\" colspan=\"1\" rowspan=\"1\">\n<p style=\"\">Inspirational and engaging case studies and insights about Digital CS \/ Customer Culture.&nbsp;<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3 data-fontsize=\"33\" data-lineheight=\"49\" style=\"\"><strong>Clients&#8217; experience<\/strong><\/h3>\n<p style=\"text-align: left;\">What managers I&#8217;ve worked with say.<\/p>\n<p><span><img decoding=\"async\" alt=\"Salvatore D'Onofrio\" data-id=\"35303\" width=\"53\" data-init-width=\"400\" height=\"53\" data-init-height=\"400\" title=\"Salvatore D'Onofrio\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/10\/1695483293089.jpg\" data-width=\"53\" data-height=\"53\" style=\"aspect-ratio: auto 400 \/ 400;\"><\/span><span><img decoding=\"async\" alt=\"\" data-id=\"60513\" width=\"37\" data-init-width=\"37\" height=\"28\" data-init-height=\"28\" title=\"Quote_left marks\" loading=\"lazy\" src=\"\/\/customerserviceculture.com\/wp-content\/uploads\/tcb_content_templates\/testimonial\/images\/Quote_left-marks.png\" data-width=\"37\" data-height=\"28\" style=\"aspect-ratio: auto 37 \/ 28;\"><\/span><\/p>\n<p style=\"\">Paolo has helped us improve our Digital Customer Service. Starting from a complete assessment of our business, he has developed a training path for our agents and ad hoc coaching sessions for our manager. Surely it has been a path of great growth for all of our team.<\/p>\n<h4 style=\"\" data-fontsize=\"19\" data-lineheight=\"28\"><strong>Salvatore D&#8217;Onofrio&nbsp;<\/strong><\/h4>\n<h4 style=\"\" data-fontsize=\"19\" data-lineheight=\"28\"><span>Head of Voice of the Customer, ING<\/span><\/h4>\n<p><span><img decoding=\"async\" alt=\"Darko Popovic\" data-id=\"35320\" width=\"53\" data-init-width=\"800\" height=\"53\" data-init-height=\"800\" title=\"Darko Popovic\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/10\/Darko-Popovic.jpg\" data-width=\"53\" data-height=\"53\" style=\"aspect-ratio: auto 800 \/ 800;\"><\/span><span><img decoding=\"async\" alt=\"\" data-id=\"60513\" width=\"37\" data-init-width=\"37\" height=\"28\" data-init-height=\"28\" title=\"Quote_left marks\" loading=\"lazy\" src=\"\/\/customerserviceculture.com\/wp-content\/uploads\/tcb_content_templates\/testimonial\/images\/Quote_left-marks.png\" data-width=\"37\" data-height=\"28\" style=\"aspect-ratio: auto 37 \/ 28;\"><\/span><\/p>\n<p style=\"\">Paolo has been helping us 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.<\/p>\n<h4 data-fontsize=\"19\" data-lineheight=\"28\"><span>Darko Popovic <\/span><\/h4>\n<h4 data-fontsize=\"19\" data-lineheight=\"28\"><span>COO Multitude Bank<\/span><\/h4>\n<p><span><img decoding=\"async\" alt=\"Ruggero Carpentiere\" data-id=\"35305\" width=\"53\" data-init-width=\"800\" height=\"53\" data-init-height=\"800\" title=\"Ruggero Carpentiere\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/10\/1675182928662.jpg\" data-width=\"53\" data-height=\"53\" style=\"aspect-ratio: auto 800 \/ 800;\"><\/span><span><img decoding=\"async\" alt=\"\" data-id=\"60513\" width=\"37\" data-init-width=\"37\" height=\"28\" data-init-height=\"28\" title=\"Quote_left marks\" loading=\"lazy\" src=\"\/\/customerserviceculture.com\/wp-content\/uploads\/tcb_content_templates\/testimonial\/images\/Quote_left-marks.png\" data-width=\"37\" data-height=\"28\" style=\"aspect-ratio: auto 37 \/ 28;\"><\/span><\/p>\n<p style=\"\">Paolo has combined strategic vision and great practical sense with exercises alongside the team working on the soft, relational and communication skills of the Front Office team. An important moment of growth for our Customer Loyalty in Italy.<\/p>\n<h4 style=\"\" data-fontsize=\"19\" data-lineheight=\"28\"><span style=\"\">Ruggero Carpentiere Chief Customer Officer, Air Liquide<\/span><\/h4>\n<h3 data-fontsize=\"33\" data-lineheight=\"49\" style=\"text-align: left;\"><strong>What services would you like to know more?<\/strong><\/h3>\n<p style=\"text-align: left;\">Fill out the form to book an informal video call.<\/p>\n<h3 data-fontsize=\"33\" data-lineheight=\"49\"><strong>Some selected clients<\/strong><\/h3>\n<p><span><a href=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/04\/collaboration.jpg\" target=\"_blank\"><img decoding=\"async\" alt=\"clients\" data-id=\"27268\" width=\"345\" height=\"55\" title=\"clients\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/clienti-2.png\" data-link-wrap=\"true\" data-width=\"345\" data-height=\"55\" data-init-width=\"2176\" data-init-height=\"350\" loading=\"lazy\" style=\"aspect-ratio: auto 2176 \/ 350;\"><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Paolo Fabrizio Digital Customer Service Consultant, Trainer, Author, Speaker. Born and bred in Milan, Italy. In the 90s he took part in the startup of the first online insurance companies, following the customer&#8217;s entire life cycle. Since 2014, as consultant and trainer, he has been helping client companies harness digital customer service as a business [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-20860","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>About me &#038; Contact - Customer Service Culture<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/about-me\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"About me &#038; Contact - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"Paolo Fabrizio Digital Customer Service Consultant, Trainer, Author, Speaker. 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