{"id":20860,"date":"2020-04-11T13:46:19","date_gmt":"2020-04-11T11:46:19","guid":{"rendered":"https:\/\/customerserviceculture.com\/?page_id=20860"},"modified":"2026-10-01T18:57:51","modified_gmt":"2026-10-01T16:57:51","slug":"about-me","status":"publish","type":"page","link":"https:\/\/customerserviceculture.com\/en\/about-me\/","title":{"rendered":"About me & Contact"},"content":{"rendered":"

Paolo Fabrizio<\/strong><\/h3>\n

Digital Customer Service Consultant, Trainer, Author, Speaker.<\/span><\/em><\/p>\n

Born and bred in Milan, Italy. In the 90s he took part in the startup of the first online insurance companies, following the customer’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 ‘The Power of Digital Conversations’<\/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). <\/span>People, travel, music lover and rugby-addicted (because life is oval).<\/span><\/p>\n

\"Paolo<\/a><\/span><\/p>\n

\ud83d\udca1 In Customer Service challenges and objectives are not all the same \u2013 nor are the solutions.<\/p>\n

Tell me be about your next goal<\/strong><\/h3>\n

Do you prefer email me? \u2192 <\/span>paolo@customerserviceculture.com<\/span><\/a> <\/p>\n

What results you achieve<\/strong><\/h3>\n

<\/p>\n

Where you start, what you really need<\/h3>\n

Every request hides a deeper need. From there, we choose the right service together.<\/p>\n

Request Need Service Request<\/span>I want a laser-focussed analysis of my customer service processes, digital channels or my team’s skill level. Need<\/span>A clear picture of the situation AS IS and an effective roadmap with goals, priorities and actions to be taken. Consulting<\/a> Request<\/span>Conversational skills for my Customer Service team, specific to digital channels (email, live chat, WhatsApp, reviews). Need<\/span>Skills to improve the quality and volume of customer interactions (owned skill set model ‘Digital Customer Service Personas\u00a9’). Training<\/a> Request<\/span>I need to introduce AI into my digital customer service model, but my team is afraid of such a changing moment. Need<\/span>Optimizing flows and processes by harmonizing roles and activities (AI and human agents) to lead the change and make it last. 1-to-1 Coaching<\/a> Request<\/span>Across the company, awareness of customer service & experience is still quite patchy. Need<\/span>Spreading Customer Culture across every department and business area, evenly and lastingly. Nurture the relationship to drive further sales. Academy<\/a> Request<\/span>I want to bring Digital Customer Service or Customer Culture to my next congress, corporate conference or TV show. Need<\/span>Real-world cases that inspire and move the audience, and let us explore the topics further later on. Speaking<\/a> <\/p>\n

3 reasons to hire me<\/strong><\/h3>\n

1. Beginning from the status quo. <\/em>As first activity, I assess your current situation (channels, processes, team skills). No off-the-shelf solutions.<\/p>\n

2. Enhancing Customer Service. <\/em> Managers and teams I work with gain applicable tools and skills (e.g. critical case management, quality assurance).<\/p>\n

3. Consolidating your results.<\/em> With 1-to-1 coaching sessions I help the CS manager introduce and stabilize organizational and cultural changes. <\/p>\n

Clients’ experience<\/strong><\/h3>\n

What managers I’ve worked with say.<\/p>\n

\"Salvatore<\/span>\"\"<\/span><\/p>\n

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

Salvatore D’Onofrio <\/strong><\/h4>\n

Head of Voice of the Customer, ING<\/span><\/h4>\n

\"Darko<\/span>\"\"<\/span><\/p>\n

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

Darko Popovic <\/span><\/h4>\n

COO Multitude Bank<\/span><\/h4>\n

\"Ruggero<\/span>\"\"<\/span><\/p>\n

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

Ruggero Carpentiere
Chief Customer Officer, Air Liquide<\/span><\/h4>\n

What services would you like to know more?<\/strong><\/h3>\n

Fill out the form to book an informal video call.<\/p>\n

Do you prefer email me? \u2192 <\/span>paolo@customerserviceculture.com<\/span><\/a> <\/p>\n

Some selected clients<\/strong><\/h3>\n

\"clients\"<\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

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’s entire life cycle. Since 2014, as consultant and trainer, he has been helping client companies harness digital customer service as a business […]<\/p>\n","protected":false},"author":5,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":"","tve_updated_post":"

Paolo Fabrizio<\/strong><\/h3>

Digital Customer Service Consultant, Trainer, Author, Speaker.<\/span><\/em><\/p>

Born and bred in Milan, Italy. In the 90s he took part in the startup of the first online insurance companies, following the customer'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 'The Power of Digital Conversations'<\/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). <\/span>People, travel, music lover and rugby-addicted (because life is oval).<\/span><\/p><\/div><\/div><\/div>

\"Paolo<\/a><\/span><\/div><\/div><\/div><\/div><\/div><\/div>

\ud83d\udca1 In Customer Service challenges and objectives are not all the same \u2013 nor are the solutions.<\/p><\/div>

Tell me be about your next goal<\/strong><\/h3><\/div>
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