{"id":21045,"date":"2020-04-13T23:29:20","date_gmt":"2020-04-13T21:29:20","guid":{"rendered":"https:\/\/customerserviceculture.com\/?page_id=21045"},"modified":"2021-10-27T15:24:34","modified_gmt":"2021-10-27T13:24:34","slug":"roadmap","status":"publish","type":"page","link":"https:\/\/customerserviceculture.com\/en\/roadmap\/","title":{"rendered":"Roadmap"},"content":{"rendered":"<p><span><a href=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/04\/roadmap_big.png\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" width=\"1643\" height=\"998\" title=\"roadmap_big\" data-id=\"21047\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/04\/roadmap_big.png\"><\/a><\/span><\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\">Roadmap Digital Customer Service<\/h2>\n<p>Training itinerary<\/p>\n<ul>\n<li>                    <span>Path composed by:- Strategy- Support- Culture<\/span><\/li>\n<\/ul>\n<p>Coach: <strong>Paolo Fabrizio<\/strong><strong>____________________________<\/strong><strong><span style=\"font-size: 21px;\">\u200b<\/span><\/strong>Strategy<\/p>\n<ul>\n<li><span><\/span><\/li>\n<li><span><span>How to choose support channels to be integrated&nbsp;<\/span><span><\/span><\/span><\/li>\n<li><span>5 steps to your Digital Customer Service Roadmap<\/span><\/li>\n<li><span>Check-list \/ self-assessment test<\/span><\/li>\n<\/ul>\n<p>2\u00b0 week- Coaching &amp; mentorship<\/p>\n<ul>\n<li><span>Coaching one-on-one<\/span><\/li>\n<li><span>Personalized exercises assigned<\/span><\/li>\n<li><span>Check exercises<\/span><\/li>\n<\/ul>\n<p>Support<\/p>\n<ul>\n<li><span>Assistance to manage complex conversations with customers.<\/span><\/li>\n<\/ul>\n<p>Suggested publications<\/p>\n<ul>\n<li><span>E-book &#8220;Digital Customer Service Personas\u00a9&#8221;<\/span><\/li>\n<li><span>Certificate &#8216;Coaching Digital Customer Service Manager&#8217;<\/span><\/li>\n<\/ul>\n<p>Introduction<em>What are the main steps for an effective Digital Customer Service plan?<\/em>To answer this frequently asked question I created Road Map. This course enables you to introduce Digital Customer Service in your organization in a scalable way. Having working alongside companies in various industries, I have understood how essential it is to have a strategic vision (what to do and when to do it) and at the same time move forward gradually, consolidating the results obtained. In fact, in addition to integrating digital channels into customer service, a new business vision is being introduced, which goes far beyond the traditional boundaries of customer service.Therefore in the road map you will find a training part with audio \/ video courses to develop the stages of your path. In addition, I will assist you to manage complex digital conversations with your customers (support). Finally you can use my ebook to build up synergies with other departments, thus strengthening overall customer service culture.What you will bring home<\/p>\n<ul>\n<li><span>Thanks to audio \/ video courses develop an effective Digital Customer Service program&nbsp;<\/span><\/li>\n<li><span>Support to best manage even the most complex conversations with your customers<\/span><\/li>\n<li><span>My ebook to help you turn agents \/ operators into Digital Customer Service Assistants<\/span><\/li>\n<\/ul>\n<p>This course is for you if<\/p>\n<ul>\n<li>You are a customer service manager \/ professional wanting to introduce digital support based on best practices <\/li>\n<li>You need to build a rock-solid path for your Digital Customer Service <\/li>\n<li>You want your coach to help you optimize complex situations with you customers over digital channels<\/li>\n<\/ul>\n<p><a href=\"#\"><span><span>Instance 1<\/span><\/span><\/a><\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\">Benefits<\/h2>\n<p>                    <strong>STRATEGY<\/strong>Develop essential steps for an effective Digital Customer Service program.                    <strong>SUPPORT<\/strong>I assist you to manage the most complex conversations with your customers.                    <strong>CULTURE<\/strong>\u200bShare my ebook and spread customer service culture thru your organization.<\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\">Testimonials<\/h2>\n<p style=\"text-align: center;\">\u201cIf you need to get your customer service in great shape, Paolo Fabrizio is the right person for you. In his workshops Paolo communicates clearly, with attention to detail and nuances. An excellent experience and a path that I recommend to everyone.\u201d\u200b<\/p>\n<p style=\"text-align: center;\"><strong><span style=\"color: rgb(23, 151, 237); font-size: 19px;\">Fausto Turco<\/span> <\/strong><\/p>\n<p style=\"text-align: center;\">CEO SI-Net Srl<\/p>\n<p style=\"text-align: center;\">\u201cPaolo conveys concepts in his course with efficiency and naturalness. He constantly involves participants, making sure that the training becomes super interactive. As a result, in his workshops delivers actionable digital customer service.\u201d<\/p>\n<p style=\"text-align: center;\"><strong><span style=\"color: rgb(23, 151, 237); font-size: 19px;\">Roberta Papini<\/span><\/strong><\/p>\n<p style=\"text-align: center;\">CEO Shopsharing Deutschland<\/p>\n<p style=\"text-align: center;\">\u201cThanks 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. Very interactive courses made a difference.\u201d<\/p>\n<p style=\"text-align: center;\"><strong><span style=\"color: rgb(23, 151, 237); font-size: 19px;\"><strong><span><strong><span>Dolores Vincenzo<\/span><\/strong><\/span><\/strong><\/span><\/strong><\/p>\n<p style=\"text-align: center;\">Servizi al consumatore, Dr. Schaer<\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" id=\"tab-con-1\" style=\"text-align: center;\">Your coach<\/h2>\n<p><span style=\"width: 100%;\"><img loading=\"lazy\" decoding=\"async\" alt=\"Foto profilo 2017\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2019\/01\/Foto-profilo-2017-1.jpg\" style=\"\" width=\"291\" height=\"254\" ml-d=\"0\" center-h-d=\"false\"><\/span><\/p>\n<h3 data-fontsize=\"16\" data-lineheight=\"24\" id=\"tab-con-2\" style=\"text-align: center;\">Paolo Fabrizio<\/h3>\n<p style=\"text-align: center;\">Digital Customer Service Consultant, Trainer, Author, Speaker.<\/p>\n<p style=\"text-align: center;\">In the 90s he took part in the startup of the first online insurance company in Italy, following the customer&#8217;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 CustomerServiceCulture.com, author of books and speaker at conferences in Italy and abroad. Digital Customer Service Lecturer at the Bicocca University of Milan (Master MADIM).<\/p>\n<h3 data-fontsize=\"16\" data-lineheight=\"24\" id=\"tab-con-3\" style=\"text-align: center;\"><strong>He has worked with<\/strong><\/h3>\n<p><span style=\"width: 100%;\"><a href=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/03\/Ha-collaborato-con.jpg\" rel=\"\"><img decoding=\"async\" alt=\"clients\" width=\"832\" height=\"134\" title=\"clients\" data-id=\"27268\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/clienti-2.png\" style=\"\" data-width=\"832\" data-height=\"134\" data-init-width=\"2176\" data-init-height=\"350\" loading=\"lazy\"><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Roadmap Digital Customer Service Training itinerary Path composed by:- Strategy- Support- Culture Coach: Paolo Fabrizio____________________________\u200bStrategy How to choose support channels to be integrated&nbsp; 5 steps to your Digital Customer Service Roadmap Check-list \/ self-assessment test 2\u00b0 week- Coaching &amp; mentorship Coaching one-on-one Personalized exercises assigned Check exercises Support Assistance to manage complex conversations with customers. [&hellip;]<\/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":"<div class=\"thrv_wrapper thrv-page-section\">\n<div class=\"tve-page-section-out\" data-css=\"tve-u-170d488c637\"><\/div>\n<div class=\"tve-page-section-in tve_empty_dropzone\"><div class=\"thrv_wrapper tve_image_caption\" data-css=\"tve-u-17175738f97\"><span class=\"tve_image_frame\"><a href=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/04\/roadmap_big.png\"><img class=\"tve_image wp-image-21047\" alt=\"\" width=\"1643\" height=\"998\" title=\"roadmap_big\" data-id=\"21047\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/04\/roadmap_big.png\" data-css=\"tve-u-170d4885932\"><\/a><\/span><\/div><\/div>\n<\/div><div class=\"thrv_wrapper thrv-page-section\" data-css=\"tve-u-1602bad345e\">\n<div class=\"tve-page-section-out\" data-css=\"tve-u-1602ba2c4cd\"><\/div>\n<div class=\"tve-page-section-in tve_empty_dropzone\" data-css=\"tve-u-1717548d085\" style=\"\"><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box\" data-css=\"tve-u-170b6b1a2ca\">\n\t<div class=\"tve-content-box-background\" data-css=\"tve-u-170b41dba72\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-170b1d08ebf\"><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box testo18\" data-css=\"tve-u-17cc1edae2e\" style=\"\">\n\t<div class=\"tve-content-box-background\" data-css=\"tve-u-170b1d08ec5\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-170b1d08ec6\"><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\" data-css=\"tve-u-1602bdb5b81\" data-tag=\"h2\"><h2 class=\"tve_p_center rft\" data-fontsize=\"39\" data-lineheight=\"58\">Roadmap Digital Customer Service<\/h2><\/div><div class=\"thrv_wrapper thrv-columns\" style=\"--tcb-col-el-width:1076;\" data-css=\"tve-u-17cc1ecfade\"><div class=\"tcb-flex-row tcb--cols--2\" data-css=\"tve-u-17cc1ed0307\" style=\"\"><div class=\"tcb-flex-col c-33\"><div class=\"tcb-col\" data-css=\"tve-u-170d4387d09\"><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box tve-elem-default-pad boxlaterale\" data-css=\"tve-u-170d5275c0e\">\n\t<div class=\"tve-content-box-background\" data-css=\"tve-u-170d855003d\"><\/div>\n\t<div class=\"tve-cb\"><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170c570fbad\"><div class=\"tcb-plain-text\" data-css=\"tve-u-170d51e01d7\" style=\"text-align: center;\">Training itinerary<\/div><\/div><div class=\"thrv_wrapper thrv-styled_list\" data-icon-code=\"icon-map-marked-alt-solid\" data-css=\"tve-u-170d527904f\"><ul class=\"tcb-styled-list\"><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170c5601aa1\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style tcb-icon-display\" data-css=\"tve-u-170c55fdd2b\"><svg class=\"tcb-icon\" viewBox=\"0 0 576 512\" data-id=\"icon-map-marked-alt-solid\" data-name=\"\">\n            <path d=\"M288 0c-69.59 0-126 56.41-126 126 0 56.26 82.35 158.8 113.9 196.02 6.39 7.54 17.82 7.54 24.2 0C331.65 284.8 414 182.26 414 126 414 56.41 357.59 0 288 0zm0 168c-23.2 0-42-18.8-42-42s18.8-42 42-42 42 18.8 42 42-18.8 42-42 42zM20.12 215.95A32.006 32.006 0 0 0 0 245.66v250.32c0 11.32 11.43 19.06 21.94 14.86L160 448V214.92c-8.84-15.98-16.07-31.54-21.25-46.42L20.12 215.95zM288 359.67c-14.07 0-27.38-6.18-36.51-16.96-19.66-23.2-40.57-49.62-59.49-76.72v182l192 64V266c-18.92 27.09-39.82 53.52-59.49 76.72-9.13 10.77-22.44 16.95-36.51 16.95zm266.06-198.51L416 224v288l139.88-55.95A31.996 31.996 0 0 0 576 426.34V176.02c0-11.32-11.43-19.06-21.94-14.86z\"><\/path>\n        <\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170c56020bc\">Path composed by:<br>- Strategy<br>- Support<br>- Culture<\/span><\/li><\/ul><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170d5218bfd\"><div class=\"tcb-plain-text\" style=\"text-align: center;\">Coach: <strong>Paolo Fabrizio<\/strong><\/div><div class=\"tcb-plain-text\" style=\"text-align: center;\"><strong>____________________________<\/strong><\/div><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-17175744636\"><div class=\"tcb-plain-text\" style=\"text-align: center;\"><strong><span data-css=\"tve-u-170d525ab33\" style=\"font-size: 21px;\"><\/span><\/strong><br><\/div><div class=\"tcb-plain-text\" style=\"text-align: center;\">Strategy<\/div><\/div><div class=\"thrv_wrapper thrv-styled_list\" data-icon-code=\"icon-check\" data-css=\"tve-u-170d526bae0\"><ul class=\"tcb-styled-list\"><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d461e266\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-170d461e267\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save show-placeholder\" data-css=\"tve-u-170d461e268\"><br><\/span><\/li><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d461e266\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style \" data-css=\"tve-u-1717574d011\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d461e268\"><span data-css=\"tve-u-170d461e268\">How to choose support channels to be integrated&nbsp;<\/span><span data-css=\"tve-u-170d461e26b\"><\/span><\/span><\/li><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d461e269\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-170d461e26a\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d461e26b\">5 steps to your Digital Customer Service Roadmap<\/span><\/li><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d461e26c\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-170d461e26d\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d461e26e\">Check-list \/ self-assessment test<\/span><\/li><\/ul><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170d446cc52\"><div class=\"tcb-plain-text\" style=\"text-align: center;\">2\u00b0 week- Coaching &amp; mentorship<\/div><\/div><div class=\"thrv_wrapper thrv-styled_list\" data-icon-code=\"icon-check\" data-css=\"tve-u-170d526e689\"><ul class=\"tcb-styled-list\"><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d4630a24\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-170d4630a25\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d4630a26\">Coaching one-on-one<\/span><\/li><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d4630a27\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-170d4630a28\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d4630a29\">Personalized exercises assigned<\/span><\/li><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d4630a2a\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-170d4630a2b\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d4630a2c\">Check exercises<\/span><\/li><\/ul><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170d446cc52\"><div class=\"tcb-plain-text\" style=\"text-align: center;\">Support<\/div><\/div><div class=\"thrv_wrapper thrv-styled_list\" data-icon-code=\"icon-check\" data-css=\"tve-u-170d52708bd\"><ul class=\"tcb-styled-list\"><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d465960a\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-170d465960b\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d465960c\">Assistance to manage complex conversations with customers.<\/span><\/li><\/ul><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170d446cc52\"><div class=\"tcb-plain-text\" style=\"text-align: center;\">Suggested publications<\/div><\/div><div class=\"thrv_wrapper thrv-styled_list\" data-icon-code=\"icon-check\" data-css=\"tve-u-170d52720b8\"><ul class=\"tcb-styled-list\"><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d4698922\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-170d4698923\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d4698924\">E-book \"Digital Customer Service Personas\u00a9\"<\/span><\/li><li class=\"thrv-styled-list-item \" data-css=\"tve-u-170d4698922\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-171457e6c51\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d4698924\">Certificate 'Coaching Digital Customer Service Manager'<\/span><\/li><\/ul><\/div><\/div>\n<\/div><\/div><\/div><div class=\"tcb-flex-col c-66\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv-columns\" style=\"--tcb-col-el-width:712;\"><div class=\"tcb-flex-row tcb--cols--2\"><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170b1d9b23b\"><div class=\"tcb-plain-text\" data-css=\"tve-u-170d841d118\" style=\"text-align: center;\">Introduction<\/div><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170b1d9b23b\"><div class=\"tcb-plain-text\" data-css=\"tve-u-17175799338\"><em><br>What are the main steps for an effective Digital Customer Service plan?<br><\/em>To answer this frequently asked question I created Road Map. This course enables you to introduce Digital Customer Service in your organization in a scalable way. Having working alongside companies in various industries, I have understood how essential it is to have a strategic vision (what to do and when to do it) and at the same time move forward gradually, consolidating the results obtained. In fact, in addition to integrating digital channels into customer service, a new business vision is being introduced, which goes far beyond the traditional boundaries of customer service.<br><br>Therefore in the road map you will find a training part with audio \/ video courses to develop the stages of your path. In addition, I will assist you to manage complex digital conversations with your customers (support). Finally you can use my ebook to build up synergies with other departments, thus strengthening overall customer service culture.<\/div><\/div><\/div><\/div><div class=\"tcb-flex-col\"><div class=\"tcb-col\" data-css=\"tve-u-170d475fc35\"><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170b1d9b23b\"><div class=\"tcb-plain-text\" data-css=\"tve-u-170d841f36e\" style=\"text-align: center;\">What you will bring home<\/div><\/div><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box tve-elem-default-pad\" data-css=\"tve-u-170d9ae2244\">\n\t<div class=\"tve-content-box-background\"><\/div>\n\t<div class=\"tve-cb\"><div class=\"thrv_wrapper thrv-styled_list\" data-icon-code=\"icon-check\" data-css=\"tve-u-170d360546c\"><ul class=\"tcb-styled-list\"><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d3605470\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-170d3605471\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d856d964\">Thanks to audio \/ video courses develop an effective Digital Customer Service program&nbsp;<\/span><\/li><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d3605473\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-170d3605474\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d3605475\">Support to best manage even the most complex conversations with your customers<\/span><\/li><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d3605476\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-170d3605477\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d3605478\">My ebook to help you turn agents \/ operators into Digital Customer Service Assistants<\/span><\/li><\/ul><\/div><\/div>\n<\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170b1d9b23b\"><div class=\"tcb-plain-text\" data-css=\"tve-u-170d8451216\" style=\"text-align: center;\">This course is for you if<\/div><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18 int12\" data-css=\"tve-u-170d47b76c1\"><ul class=\"\"><li class=\"tcb-plain-text\">You are a customer service manager \/ professional wanting to introduce digital support based on best practices <\/li><li class=\"tcb-plain-text\">You need to build a rock-solid path for your Digital Customer Service <\/li><li class=\"tcb-plain-text\">You want your coach to help you optimize complex situations with you customers over digital channels<\/li><\/ul><\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box dynamic-group-juntbri5\" data-css=\"tve-u-170bed611b5\">\n\t<div class=\"tve-content-box-background\" data-css=\"tve-u-170b1d08ed6\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-170b1d08ed7\"><div class=\"thrv_responsive_video thrv_wrapper\" data-type=\"vimeo\" data-video-color=\"rgb(23, 151, 237)\" data-overlay=\"0\" data-url=\"https:\/\/vimeo.com\/404002534\" data-aspect-ratio=\"16:9\" data-aspect-ratio-default=\"0\" data-float-visibility=\"mobile\" data-float-position=\"top-left\" data-float-width-d=\"300px\" data-float-padding1-d=\"25px\" data-float-padding2-d=\"25px\">\n<div class=\"tve_responsive_video_container\" style=\"padding-bottom: 56.25%;\">\n<div class=\"tcb-video-float-container\"><iframe data-code=\"404002534\" data-provider=\"vimeo\" frameborder=\"0\" allowfullscreen=\"\" id=\"player_1\" data-src=\"https:\/\/player.vimeo.com\/video\/404002534?portrait=1&amp;title=1&amp;color=1797ed&amp;byline=1&amp;autopause=0\"><\/iframe><div class=\"video_overlay\"><\/div><\/div>\n<\/div>\n<\/div><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box dynamic-group-juntbhll\" data-css=\"tve-u-170b1d08ece\">\n\t<div class=\"tve-content-box-background\" data-css=\"tve-u-170b1d08ed8\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-170b1d08ed9\"><\/div>\n<\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper\" style=\"padding-top: 0px !important; padding-bottom: 0px !important;\">\n<hr class=\"tve_sep tve_sep1\">\n<\/div><div class=\"thrv_wrapper thrv-pricing-table\" data-ct=\"pricing_table-24177\">\n\t<div class=\"thrv_wrapper thrv-button-group tcb-no-clone tcb-no-delete tve_no_drag tcb-no-save tcb-permanently-hidden tve-no-drop-inside\" data-price-button-group=\"tve-u-price-button-group-170d3eb406e\">\n\t\t<div class=\"thrv_wrapper thrv-button-group-item tcb-no-clone tcb-no-delete tve_no_drag tcb-no-title tcb-no-save tcb-active-state\" data-default=\"true\" data-instance=\"1760695\" data-selector=\"[data-price-button-group=&quot;tve-u-price-button-group-170d3eb406e&quot;] .thrv-button-group-item.tcb-active-state\">\n\t\t\t<a href=\"#\" class=\"tcb-button-link\">\n\t\t\t\t<span class=\"tcb-button-texts\"><span class=\"tcb-button-text thrv-inline-text\">Instance 1<\/span><\/span>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\t\n<\/div><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\" data-css=\"tve-u-1602bdb5b81\" data-tag=\"h2\"><h2 class=\"tve_p_center rft\" data-fontsize=\"39\" data-lineheight=\"58\">Benefits<\/h2><\/div><div class=\"thrv_wrapper thrv-columns\" data-css=\"tve-u-17cc1ed267e\" style=\"--tcb-col-el-width:1076;\"><div class=\"tcb-flex-row tcb--cols--1\" data-css=\"tve-u-170bed50c12\"><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv-columns\" data-css=\"tve-u-170bed527b5\" style=\"--tcb-col-el-width:1076;\"><div class=\"tcb-flex-row tcb--cols--3\" data-css=\"tve-u-170bed52df6\"><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box dynamic-group-jutqkwfd\" data-css=\"tve-u-170bed573be\">\n\t<div class=\"tve-content-box-background\" data-css=\"tve-u-170b1d9b238\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-170b1d9b239\"><div class=\"thrv_wrapper thrv-columns\" data-css=\"tve-u-170b1e219f9\" style=\"--tcb-col-el-width:347;\"><div class=\"tcb-flex-row tcb--cols--1\" data-css=\"tve-u-170b1e22dcf\"><div class=\"tcb-flex-col\"><div class=\"tcb-col\" data-css=\"tve-u-170b5a81673\"><div class=\"thrv_wrapper thrv_icon tcb-icon-display icoblu60\" data-css=\"tve-u-170b6c28806\"><svg class=\"tcb-icon\" viewBox=\"0 0 448 512\" data-id=\"icon-calendar-alt-light\" data-name=\"\">\n            <path d=\"M400 64h-48V12c0-6.6-5.4-12-12-12h-8c-6.6 0-12 5.4-12 12v52H128V12c0-6.6-5.4-12-12-12h-8c-6.6 0-12 5.4-12 12v52H48C21.5 64 0 85.5 0 112v352c0 26.5 21.5 48 48 48h352c26.5 0 48-21.5 48-48V112c0-26.5-21.5-48-48-48zM48 96h352c8.8 0 16 7.2 16 16v48H32v-48c0-8.8 7.2-16 16-16zm352 384H48c-8.8 0-16-7.2-16-16V192h384v272c0 8.8-7.2 16-16 16zM148 320h-40c-6.6 0-12-5.4-12-12v-40c0-6.6 5.4-12 12-12h40c6.6 0 12 5.4 12 12v40c0 6.6-5.4 12-12 12zm96 0h-40c-6.6 0-12-5.4-12-12v-40c0-6.6 5.4-12 12-12h40c6.6 0 12 5.4 12 12v40c0 6.6-5.4 12-12 12zm96 0h-40c-6.6 0-12-5.4-12-12v-40c0-6.6 5.4-12 12-12h40c6.6 0 12 5.4 12 12v40c0 6.6-5.4 12-12 12zm-96 96h-40c-6.6 0-12-5.4-12-12v-40c0-6.6 5.4-12 12-12h40c6.6 0 12 5.4 12 12v40c0 6.6-5.4 12-12 12zm-96 0h-40c-6.6 0-12-5.4-12-12v-40c0-6.6 5.4-12 12-12h40c6.6 0 12 5.4 12 12v40c0 6.6-5.4 12-12 12zm192 0h-40c-6.6 0-12-5.4-12-12v-40c0-6.6 5.4-12 12-12h40c6.6 0 12 5.4 12 12v40c0 6.6-5.4 12-12 12z\"><\/path>\n        <\/svg><\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkobc -jutqkobc testo20\" data-css=\"tve-u-170b1d9b23d\"><div class=\"tcb-plain-text\" data-css=\"tve-u-170b5a92071\" style=\"text-align: center;\"><strong><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\">STRATEGY<\/font><\/font><\/font><\/font><\/font><\/font><\/strong><\/div><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170b1d9b23b\"><div class=\"tcb-plain-text\" style=\"text-align: center;\"><br><\/div><div class=\"tcb-plain-text\" data-css=\"tve-u-170b6936115\">Develop essential steps for an effective Digital Customer Service program.<\/div><\/div><\/div>\n<\/div><\/div><\/div><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box dynamic-group-jutqkwfd\" data-css=\"tve-u-170bed54794\">\n\t<div class=\"tve-content-box-background\" data-css=\"tve-u-170b1d9b238\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-170b1d9b239\"><div class=\"thrv_wrapper thrv-columns\" data-css=\"tve-u-170b1e219f9\" style=\"--tcb-col-el-width:347;\"><div class=\"tcb-flex-row tcb--cols--1\" data-css=\"tve-u-170b1e22dcf\"><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_icon tcb-icon-display icoblu60\" data-css=\"tve-u-170b6aa5e05\"><svg class=\"tcb-icon\" viewBox=\"0 0 582.5 512\" data-id=\"icon-rocketchat-brands\" data-name=\"\">\n            <path d=\"M491.9 105.9c-77.8-51.4-181.2-63.1-267.1-47.6C128.7-34.4 21 8.2 0 20.5c0 0 73.9 62.8 61.9 117.8-87.5 89.2-45.9 188.5 0 235.4C73.9 428.7 0 491.5 0 491.5c20.8 12.3 128.2 54.8 224.8-37.4 85.7 15.4 189.1 3.8 267.1-47.7 120.6-77 121-223.1 0-300.5zm-194.4 300c-30.1.1-60-3.8-89.1-11.5l-20 19.3c-11.1 10.8-23.6 20.1-37 27.7-16.3 8.2-34.1 13.3-52.3 14.9 1-1.8 1.9-3.6 2.8-5.3 20-37.1 25.4-70.3 16.2-99.8-32.9-25.9-52.6-59-52.6-95.2 0-82.9 103.9-150.1 232-150.1s232 67.2 232 150.1c0 82.9-103.9 149.9-232 149.9zM186.2 291.7c-19.1.3-34.9-15-35.2-34.1-.7-45.9 68.6-46.9 69.3-1.1v.5c.2 19.3-15.5 34.7-34.1 34.7zm74.6-34.1c-.8-45.9 68.5-47 69.3-1.2v.6c.4 45.6-68.5 46.1-69.3.6zm145 34.1c-19.1.3-34.9-15-35.2-34.1-.7-45.9 68.6-46.9 69.3-1.1v.5c.2 19-15 34.6-34.1 34.7z\"><\/path>\n        <\/svg><\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkobc -jutqkobc testo20\" data-css=\"tve-u-170b1d9b23d\"><div class=\"tcb-plain-text\" data-css=\"tve-u-170b5a937f1\" style=\"text-align: center;\"><strong><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\">SUPPORT<\/font><\/font><\/font><\/font><\/font><\/font><\/strong><\/div><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170b1d9b23b\"><div class=\"tcb-plain-text\" style=\"text-align: center;\"><br><\/div><div class=\"tcb-plain-text\">I assist you to manage the most complex conversations with your customers.<\/div><\/div><\/div>\n<\/div><\/div><\/div><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box dynamic-group-jutqkwfd\" data-css=\"tve-u-170bed58369\">\n\t<div class=\"tve-content-box-background\" data-css=\"tve-u-170b1d9b238\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-170b1d9b239\"><div class=\"thrv_wrapper thrv-columns\" data-css=\"tve-u-170b1e219f9\" style=\"--tcb-col-el-width:347;\"><div class=\"tcb-flex-row tcb--cols--1\" data-css=\"tve-u-170b1e22dcf\"><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_icon tcb-icon-display icoblu60\" data-css=\"tve-u-170b6aa8d93\"><svg class=\"tcb-icon\" viewBox=\"0 0 448 512\" data-id=\"icon-user-graduate-regular\" data-name=\"\">\n            <path d=\"M13.2 100l6.8 2v37.6c-7 4.2-12 11.5-12 20.3 0 8.4 4.6 15.4 11.1 19.7L3.5 242c-1.7 6.9 2.1 14 7.6 14h41.8c5.5 0 9.3-7.1 7.6-14l-15.6-62.3C51.4 175.4 56 168.4 56 160c0-8.8-5-16.1-12-20.3v-30.5L90.6 123C84 139.4 80 157.2 80 176c0 79.5 64.5 144 144 144s144-64.5 144-144c0-18.8-4-36.6-10.6-53l77.4-23c17.6-5.2 17.6-34.8 0-40L240.9 2.5C235.3.8 229.7 0 224 0s-11.3.8-16.9 2.5L13.2 60c-17.6 5.2-17.6 34.8 0 40zM224 272c-52.9 0-96-43.1-96-96 0-14.1 3.3-27.3 8.8-39.3l70.4 20.9c14.8 4.4 27.2 2 33.8 0l70.4-20.9c5.5 12 8.8 25.3 8.8 39.3-.2 52.9-43.3 96-96.2 96zm-3.2-223.5c1-.3 3.3-.9 6.5 0L333.5 80l-106.3 31.5c-2.1.6-4.2.7-6.5 0L114.5 80l106.3-31.5zm98.6 272.1L224 400l-95.4-79.4C57.1 323.7 0 382.2 0 454.4v9.6c0 26.5 21.5 48 48 48h352c26.5 0 48-21.5 48-48v-9.6c0-72.2-57.1-130.7-128.6-133.8zM200 464H48v-9.6c0-40.4 27.9-74.4 66-83.5l86 71.6V464zm200 0H248v-21.5l86-71.6c38.1 9.1 66 43.1 66 83.5v9.6z\"><\/path>\n        <\/svg><\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkobc -jutqkobc testo20\" data-css=\"tve-u-170b1d9b23d\"><div class=\"tcb-plain-text\" data-css=\"tve-u-170b5a9534d\" style=\"text-align: center;\"><strong><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\">CULTURE<\/font><\/font><\/font><\/font><\/font><\/font><\/strong><\/div><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170b1d9b23b\"><div class=\"tcb-plain-text\" data-css=\"tve-u-170b5a9a57d\" style=\"text-align: center;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><br><\/div><div class=\"tcb-plain-text\" data-css=\"tve-u-170b69337f1\">Share my ebook and spread customer service culture thru your organization.<\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper\" style=\"padding-top: 0px !important; padding-bottom: 0px !important;\">\n<hr class=\"tve_sep tve_sep1\">\n<\/div><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\" data-css=\"tve-u-1602b48cf80\" data-tag=\"h2\"><h2 class=\"tve_p_center rft\" data-fontsize=\"39\" data-lineheight=\"58\">Testimonials<\/h2><\/div><div class=\"thrv_wrapper thrv-columns\" style=\"--tcb-col-el-width:1076;\"><div class=\"tcb-flex-row tcb--cols--3\" data-css=\"tve-u-17cc1edc652\" style=\"\"><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_text_element dynamic-group-jvcc6rig\" data-css=\"tve-u-170b1e966fd\"><p style=\"text-align: center;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font><font><font><font><font><font><font><font><font><font><font><font><font><font><font><font><font>\u201cIf you need to get your customer service in great shape, Paolo Fabrizio is the right person for you. In his workshops Paolo communicates clearly, with attention to detail and nuances. An excellent experience and a path that I recommend to everyone.\u201d<\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/p><\/div><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\"><p data-css=\"tve-u-170b6b4a8fc\" style=\"text-align: center;\"><strong><span data-css=\"tve-u-1602bb621b4\" style=\"color: rgb(23, 151, 237); font-size: 19px;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\">Fausto Turco<\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/span> <\/strong><\/p><\/div><div class=\"thrv_wrapper thrv_text_element dynamic-group-jvccbrtl\" data-css=\"tve-u-170b1e966fa\"><p data-css=\"tve-u-170b6b48453\" style=\"text-align: center;\">CEO SI-Net Srl<\/p><\/div><\/div><\/div><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_text_element dynamic-group-jvcc6rig\" data-css=\"tve-u-170b1e966fd\"><p style=\"text-align: center;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\">\u201cPaolo conveys concepts in his course with efficiency and naturalness. He constantly involves participants, making sure that the training becomes super interactive. As a result, in his workshops delivers actionable digital customer service.\u201d<\/font><\/font><\/p><\/div><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\"><p data-css=\"tve-u-170b6b8fa59\" style=\"text-align: center;\"><strong><span data-css=\"tve-u-1602bb621b4\" style=\"color: rgb(23, 151, 237); font-size: 19px;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\">Roberta Papini<\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/span><\/strong><\/p><\/div><div class=\"thrv_wrapper thrv_text_element dynamic-group-jvccbrtl\" data-css=\"tve-u-170b1e966fa\"><p data-css=\"tve-u-170b6b48456\" style=\"text-align: center;\">CEO Shopsharing Deutschland<\/p><\/div><\/div><\/div><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_text_element dynamic-group-jvcc6rig\" data-css=\"tve-u-170b1e966fd\"><p style=\"text-align: center;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\">\u201cThanks 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. Very interactive courses made a difference.\u201d<\/font><\/font><\/p><\/div><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\"><p data-css=\"tve-u-170b6b919dc\" style=\"text-align: center;\"><strong><span data-css=\"tve-u-1602bb621b4\" style=\"color: rgb(23, 151, 237); font-size: 19px;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><strong><span data-css=\"tve-u-1602bb621b4\"><font><font><font><font><font><font><font><font><font><font><strong><span data-css=\"tve-u-1602bb621b4\"><font><font><font><font><font><font><font><font><font><font>Dolores Vincenzo<\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/span><\/strong><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/span><\/strong><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/span><\/strong><\/p><\/div><div class=\"thrv_wrapper thrv_text_element dynamic-group-jvccbrtl\" data-css=\"tve-u-170b1e966fa\"><p data-css=\"tve-u-170b6b48456\" style=\"text-align: center;\">Servizi al consumatore, Dr. Schaer<\/p><\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper\" style=\"padding-top: 0px !important; padding-bottom: 0px !important;\">\n<hr class=\"tve_sep tve_sep1\">\n<\/div><div class=\"thrv-content-block tcb-local-vars-root thrv_wrapper\" data-css=\"tve-u-170b4920a67\" tcb-template-name=\"Team 07\" tcb-template-id=\"41486\" tcb-template-pack=\"137\" data-keep-css_id=\"1\" style=\"\"><div class=\"thrive-group-edit-config\" style=\"display: none !important\">__CONFIG_group_edit__{\"judt5rda\":{\"name\":\"All Name(s)\",\"singular\":\"-- Text %s\"},\"judt60l2\":{\"name\":\"All Role(s)\",\"singular\":\"-- Text %s\"},\"judt68mo\":{\"name\":\"All Paragraphs)\",\"singular\":\"-- Text %s\"},\"jukv2ac2\":{\"name\":\"All Image(s)\",\"singular\":\"-- Image %s\"},\"jukv2fxj\":{\"name\":\"All Columns Content Box(s)\",\"singular\":\"-- Content Box %s\"},\"jumbuukm\":{\"name\":\"All Column(s)\",\"singular\":\"-- Column %s\"}}__CONFIG_group_edit__<\/div><div class=\"thrive-local-colors-config\" style=\"display: none !important\">__CONFIG_local_colors__{\"colors\":{\"a9109\":\"Occupation\"},\"gradients\":{}}__CONFIG_local_colors__<\/div><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box\" data-css=\"tve-u-170beda9a96\">\n\t<div class=\"tve-content-box-background\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-170b4920a69\"><div class=\"thrv_wrapper thrv_text_element titoloblu\" data-css=\"tve-u-170b4920a6a\" data-tag=\"h2\"><h2 class=\"\" data-css=\"tve-u-170bedadc77\" data-fontsize=\"39\" data-lineheight=\"58\" id=\"tab-con-1\" style=\"text-align: center;\">Your coach<\/h2><\/div><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box\" data-css=\"tve-u-17cc1ec8b7b\" style=\"\">\n\t<div class=\"tve-content-box-background\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-17175cb2f92\"><div class=\"thrv_wrapper tve_image_caption img_style_circle fotopaolo\" data-css=\"tve-u-17175cb2f93\">\n<span class=\"tve_image_frame\" style=\"width: 100%;\">\n<img class=\"tve_image tve_brdr_ridge\" alt=\"Foto profilo 2017\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2019\/01\/Foto-profilo-2017-1.jpg\" style=\"\" width=\"291\" height=\"254\" data-css=\"tve-u-17175cb2f94\" ml-d=\"0\" center-h-d=\"false\">\n<\/span>\n<\/div><div class=\"thrv_wrapper thrv_text_element judt5rda\" data-css=\"tve-u-17175cb2f95\" data-tag=\"h3\"><h3 class=\"\" data-css=\"tve-u-17175cb2f96\" data-fontsize=\"16\" data-lineheight=\"24\" id=\"tab-con-2\" style=\"text-align: center;\">Paolo Fabrizio<\/h3><p style=\"text-align: center;\">Digital Customer Service Consultant, Trainer, Author, Speaker.<\/p><p style=\"text-align: center;\">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 CustomerServiceCulture.com, author of books and speaker at conferences in Italy and abroad. Digital Customer Service Lecturer at the Bicocca University of Milan (Master MADIM).<\/p><\/div><div class=\"thrv_wrapper thrv-columns\" data-css=\"tve-u-17175cb2f97\" style=\"--tcb-col-el-width:1070;\"><div class=\"tcb-flex-row v-2 tcb-resized tcb--cols--2\" data-css=\"tve-u-17175cb2f98\"><div class=\"tcb-flex-col\" data-css=\"tve-u-17175cb2f99\" style=\"\"><div class=\"tcb-col jumbuukm\" data-css=\"tve-u-17175cb2f9a\"><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box jukv2fxj\" data-css=\"tve-u-17175cb2f9b\">\n\t<div class=\"tve-content-box-background\" data-css=\"tve-u-17175cb2f9c\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-17175cb2f9d\"><\/div>\n<\/div><\/div><\/div><div class=\"tcb-flex-col\" data-css=\"tve-u-17175cb2f9e\" style=\"\"><div class=\"tcb-col jumbuukm\" data-css=\"tve-u-17175cb2f9f\"><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box jukv2fxj\" data-css=\"tve-u-17cc1ec7ec2\" style=\"\">\n\t<div class=\"tve-content-box-background\" data-css=\"tve-u-17175cb2fa1\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-17175cb2fa2\"><div class=\"thrv_wrapper thrv-columns\" style=\"--tcb-col-el-width:1051;\"><div class=\"tcb-flex-row v-2 tcb--cols--2 tcb-resized\"><div class=\"tcb-flex-col\" data-css=\"tve-u-17175cbe2b2\" style=\"\"><div class=\"tcb-col\"><div class=\"tcb-clear\" data-css=\"tve-u-17cc1ebd9ab\"><div class=\"thrv_wrapper thrv_text_element judt5rda\" data-css=\"tve-u-17cc1ebd9a9\" data-tag=\"h3\" style=\"\"><h3 class=\"\" data-css=\"tve-u-17cc1ebd444\" data-fontsize=\"16\" data-lineheight=\"24\" id=\"tab-con-3\" style=\"text-align: center;\"><strong>He has worked with<\/strong><\/h3><\/div><\/div><\/div><\/div><div class=\"tcb-flex-col\" data-css=\"tve-u-17175cbe2db\" style=\"\"><div class=\"tcb-col\"><div class=\"tcb-clear\" data-css=\"tve-u-17175cb2fa5\"><div class=\"thrv_wrapper tve_image_caption\" data-css=\"tve-u-17cc1ec3ee2\"><span class=\"tve_image_frame\" style=\"width: 100%;\"><a href=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/03\/Ha-collaborato-con.jpg\" rel=\"\"><img class=\"tve_image wp-image-27268\" alt=\"clients\" width=\"832\" height=\"134\" title=\"clients\" data-id=\"27268\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/clienti-2.png\" style=\"\" data-css=\"tve-u-17175cb2fa7\" data-width=\"832\" data-height=\"134\" data-init-width=\"2176\" data-init-height=\"350\" loading=\"lazy\"><\/a><\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div>\n<\/div><\/div>\n<\/div><\/div><\/div>\n<\/div><\/div>\n<\/div><\/div>\n<\/div>","tve_custom_css":"@media (min-width: 300px){[data-css=\"tve-u-1717548d085\"] { max-width: 1080px; 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}[data-css=\"tve-u-17cc1edae2e\"] { margin-bottom: 0px !important; }[data-css=\"tve-u-17cc1edc652\"] { padding-top: 0px !important; }}","tve_user_custom_css":".tcb-styled-list-icon-text {\n    display: block;\n    z-index: 0;\n    line-height: 1.2em;\n}","tve_globals":{"e":"1","font_cls":[]},"tcb2_ready":1,"tcb_editor_enabled":1,"tve_landing_page":"","_tve_header":"0","_tve_footer":"0"},"class_list":["post-21045","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Roadmap - 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\/roadmap\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Roadmap - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"Roadmap Digital Customer Service Training itinerary Path composed by:- Strategy- Support- Culture Coach: Paolo Fabrizio____________________________\u200bStrategy How to choose support channels to be integrated&nbsp; 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