Épisodes

  • #44 Customers see internal communication issues

    #44 Customers see internal communication issues
    Jun 18 2025
    Customers notice what's not working well inside. Paolo Fabrizio shares an eye-opening case of how internal communication issues reflect themselves externally.
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    19 min
  • #43 Avoid these slippery conversational hiccups

    #43 Avoid these slippery conversational hiccups
    May 20 2025
    Most customers are excellent service assessors because they detect any conversational hiccups and take them into account within their experience. Paolo Fabrizio share two case examples that occurred both in person and over digital support channels. Read full article here >>
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    17 min
  • #42 Why you need more thinking customers

    #42 Why you need more thinking customers
    Apr 23 2025
    What do Charlie Chaplin and AI allucinations have in common? As Gen AI is re-shaping customer service models you need more thinking customers. Listen to this eye-opening episode thru Paolo Fabrizio's voice. Read full article here >>
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    22 min
  • #41 Even a young job applicant is a customer

    #41 Even a young job applicant is a customer
    Mar 25 2025
    Great Customer Culture pays off! A company has treated a young job applicant as a customer and after such a positive experience he accepted that job offer. Listen to Paolo Fabrizio's insights. https://bit.ly/Pod-EN-41
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    16 min
  • #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