Especially in customer service operations, some organizations are changing their approach after experiencing a rollercoaster AI year. Because they have now more mature visions and goals. Listen to Paolo Fabrizio's insights and...two missing links!

Customers notice what's not working well inside. Paolo Fabrizio shares an eye-opening case of how internal communication issues reflect themselves externally.

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 >>

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 >>

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

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 >>

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 >>

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!

What service clients love the most? There are two things that you can do immediately to intercept customer's signals in a timely manner.

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.