Épisodes

  • #40 How to match customer support and sales

    #40 How to match customer support and sales
    Feb 12 2025
    Over the years there's been much talk about breaking down the silos between customer service and sales operations. From good intentions to facts: Paolo Fabrizio shares 2 cases where brands have leveraged both areas peculiarities getting solid outcomes. Read full article >>
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    22 min
  • #39 The great AI and human agents alliance

    #39 The great AI and human agents alliance
    Jan 14 2025
    2025 will mark a change in Digital Customer Service. So If you're a manager you'll be wondering: 'how can I couple both AI and human agents?' Paolo Fabrizio helps you out explains providing use cases examples and...the rest is up your listen! Full article here >>
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    21 min
  • #38 Digital channels are not for everybody

    #38 Digital channels are not for everybody
    Nov 27 2024
    99% of us have a natural predisposition towards some activity or knowledge. Nevertheless, if you want to become really smart, you need to study and practice day by day. And when it comes to delivering customer support, digital channels are definitely not for everybody!
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    13 min
  • #37 The service that customers love the most

    #37 The service that customers love the most
    Oct 22 2024
    What service clients love the most? There are two things that you can do immediately to intercept customer's signals in a timely manner.
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    15 min
  • #36 Customer service can't fix poor culture

    #36 Customer service can't fix poor culture
    Sep 24 2024
    What's the department in charge of solving problems? I bet you'd answer 'customer service'. However, the current scenario requires us to embrace a broader vision because customer service can't fix everything. Paolo Fabrizio explains WHY and HOW in this podcast.
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    18 min
  • #35 Using AI during or after the conversation?

    #35 Using AI during or after the conversation?
    Jul 3 2024
    Many Customer Service Managers are wondering how to integrate and harness Artificial Intelligence. What’s the ultimate goal? Who would benefit from it? Shall we use GenAI during or after the conversation? In this podcast Paolo Fabrizio unveils the results of a laser-focussed survey right on these topics.
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    15 min
  • #34 My experience on training digital skills

    #34 My experience on training digital skills
    May 22 2024
    When it comes to Digital Customer Service, 'continuous learning' applies both for the trainer and participants. That's exactly Paolo Fabrizio's experience after delivering several training digital skills sessions. Here are some golden takeaways on delivery methods and key digital conversational skills.
    Read full article here >>
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    21 min
  • #33 Customer Culture: with AI no alibis

    #33 Customer Culture: with AI no alibis
    Apr 9 2024
    As more and more organizations are integrating AI within their customer service operations, you got no more alibis: either you upgrade customer culture along with technology adoption, or you're bound to disappointing results. Paolo Fabrizio share 3 key takeaways from the AI Forum.
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    21 min