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.…

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 >>…

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.By Paolo Fabrizio

"When customers read our responses they experience more empathy with our chatbot than with our human agents!" It may seem a paradox, but it's exactly what some managers are complaining about these days. Paolo Fabrizio deep dives on this topic in this episode.By Paolo Fabrizio

Chances are your customer service team delivers over digital channels, but conversational expectations are ever-changing. So how do you cope with them and the rise of Gen AI? Paolo Fabrizio explains whats digital skill-matching checks are and why you'd better run them on a regular basis. Read full article >>…

When people love what they do, they convey their passion to the listeners. That’s exactly what happened when Paolo Fabrizio sat down with Shep Hyken sharing their experiences as consultants and speakers: a fizzy conversation with lots of real case examples and fun moments that make this podcast episode a gem. Full article here (video and podcast) >…

When it comes to Digital Customer Service you can't change things overnight. However, if you are a tenacious manager with a clear vision, purpose and goals, you can build up an effective conversational service model that works. Just like the special guest of this podcast, Darko Popovic, Chief Operations Officer at Multitude Bank. Darko shares his v…

Duting a digital conversation what are the mutual benefits when your front line team is able to anticipate customer's next move? Learn it in this new podcast episode. Read full article >>By Paolo Fabrizio

Channel inconsistency, especially between traditional and digital one kills the customer experience. What's even worse is that such experiences generate doubts and dramatically reduce overall level of customers trust. So you just can't afford it to lose potential sales! In this episode Paolo Fabrizio helps you understand why it happens and how to p…

Whenever we acquire a new customer it's such an exciting moment, that we can even feel the adrenaline pumping inside our body. But does the customer feel the same positive emotions...or rather bitter-sweet sensations? Here's a winning case example to get you inspired. Full article here >>By Paolo Fabrizio

Whenever you need to deal internally with other departments to handle a customer query, here are the consequences if you don't close the loop. Full article here >>By Paolo Fabrizio

Out there too many voices are asking for customer's attention, time and money. Here's how you can stand out becoming the number one customer's choice. Full article here >>By Paolo Fabrizio

I have finished delivering a 5-month customer service training path for a french client company. On the very last session I delved into a specific topic, also known as second line of support. Since that’s still a pain point for many companies I share experiences and actionable tips. Full article on CustomerServiceCulture.com >>…

Many companies have set up their corporate values, but there's often a gap between them and how customers perceive them. These 3 laser focus questions will help you deep dive into your current state of the art. Full article here >>By Paolo Fabrizio

Paolo Fabrizio tells about an important lesson learnt back in 1995 and why it is still relevant. Because 'timing' in your digital customer conversations is key, today more than ever. Read full article >>By Paolo Fabrizio

Since experiences speak louder than words, I tell you about my recent training sessions that I've held for various customer service teams. The reason why? I gave them tons energy and information, but I also learnt a lot from them. Read full article >> http://bit.ly/3UFJnKbBy Paolo Fabrizio

What are you doing to prevent your support agents burnout? How do you timely detect the first dangerous symptoms? In this episode Paolo Fabrizio shares 3 actionable tips. Read full article >> https://bit.ly/3eOHStgBy Paolo Fabrizio

If you build a thriving workplace for your employees you'll have happy customers. In this podcast I've interviewed Sarah Metcalfe providing great insights about how to achieve such a crucial goal. Read full article >> https://bit.ly/2CCzg5wBy Paolo Fabrizio

In this podcast I host Martin Hill-WIlson, customer service expert, talking about how social networks, Apps and chat bots are dramatically changing CS. Enjoy this special episode. *** *** *** Read full article here: http://bit.ly/Podcast-17ENGBy Paolo Fabrizio

In this episode Paolo Fabrizio interviews Dean McCann founder of HelpHandles, a platform that analyzes brands customer support performances on Twitter. Read full article here: http://bit.ly/HelpHandlesBy Paolo Fabrizio

In this episode I host Carley Bakker, online reputation manager, talking about the connection between customers online reviews and brands business results. *** *** *** Read full article here: http://bit.ly/Podcast-15ENG *** *** ***By Paolo Fabrizio

In this episode I'm hosting Annette Franz, Customer Experience expert, talking about what brands need to do in order to achieve excellent results using CX. *** *** *** Read full article here: http://bit.ly/Podcast-14ENG *** *** ***By Paolo Fabrizio

Listen to this episode: I host Luke Porter, Social Customer Service expert, talking about challenges and opportunity deriving from dealing with customers via social networks. *** *** *** Read full article here: http://bit.ly/podcast-13-ENG *** *** ***By Paolo Fabrizio

In this podcast I answer to a frequent question 'which customer service channel should I invest on?' Highlights of this episode below: 00:05 Intro and welcome 00:57 'Which customer service channels shall my brand choose?' 01:47 Why active listing is the first step to take before any decision 02:41 [Case study #1] How Hyatt hotels is piloting Facebo…

In this episode I'm glad to interview Danielle Sheerin, UK social customer service expert. Link to article –>http://bit.ly/1Q0EeV3 Highlights of this podcast: 00:21 Intro and welcoming Danielle. A1 00:49 Danielle explains her activity as social customer service consultant at her company BrightCultures.com A2 02:29 She fell in love with customer ser…

In this episode I'm glad to interview Billie Lou Sastre who is a social customer service expert for the spanish and latin markets. Read full article here –> http://linkd.in/1dgh0wL The highlights of this episode: 00:21 Intro and welcoming Billie. 01:21 Billie tells about herself and how she developed her broad expertise in social customer care as f…

Delighted to be guest of Mallie Hart & Brooke Ballard's 'Ready, set, podcast' show talking about social customer service. Enjoy their full article here –> http://bit.ly/1IyYr3ZBy Paolo Fabrizio

Why people endorse you? Here's my experience about social networking Highlights of this podcast: 00:25 Setting up the table for dinner... 01:05 Why people endorse you? 01:55 How to take advantage of social networking. 02:09 Each online conversation is a BIG chance for you. 03:50 Reaching to a broader audience. 04:25 Greetings (till next one). Read …

In this podcast i give some inspirations to better plan your 2015 Business goals. Highlights of this episode: 0:29 Intro. 0:48 Do you really need Social Media predictions? 1:11 Review your current year's results. 1:51 Setting Social Media priorities. 2:15 Two inspirational articles* for you (links below in the "more juice for you" section of this p…

Check out the highlights of this 7th Social Antipasti Podcast: At minute 0:45 –> Intro: why Companies are concerned about their staff social behavior. At minute 1:30 –> At work/at home; how does your staff socially behave. At minute 2:11 –> Impulsive acts on Social Networks may affect your reputation and your life. At minute 2:47 –> a dramatic exam…

In the 6th episode of Social Antipasti podcast I'll be talking to you about the power of online audiences. Check out the highlights below: At minute 0:30 –> Intro: why your online audience rules. At minute 1:30 –> Clients are more aware than ever. At minute 2:05 –> Go where your audience is. At minute 3:55 –> Case study: Why Copyblogger set to clos…

In the 5th episode of Social Antipasti podcast I will tell you why and how you can deliver an excellent Customer Service. Check out below the highlights of this Podcast: At minute 0:40 –> Why your Customer Service needs to become more 'human'. At minute 1:30 –> Understand your clients' needs. At minute 2:15 –> The key to be competitive in the Socia…

In this 4th episode of the Social Antipasti podcast, I will give you some tips to help you face the new challenges deriving from Social Customer Care. Check out below the magic moments of this Podcast: At minute 1:00 –> Consolidate your Customer Care culture At minute 2:00 –> 5 points loved by every online customer At minute 3:25 –> Online conversa…

In the third episode of Social Antipasti I will help you challenge yourself so that you'll go on with your ideas and turn them into actions and projects. Read the full article -> http://linkd.in/1r3T2a4 Catch the best moments of this 5-minute Podcast: At min. 1:30 "how does it feel to leave your comfort area" At min. 2:30 "overcome your fears and b…

Social Antipasti is my 5-minute podcast pill in ENGLISH. This episode is focused on Social Engagement: How to use empathy and networking to empower Social Engagement.By Paolo Fabrizio

Social Antipasti is my 5-minute podcast pill in ENGLISH. It's mainly focussed on: -Social Media -Social Customer Care -Online ReputationBy Paolo Fabrizio