October 7, 202615 min
#57 Size matters but Customer Culture even more
Does (company) size really matter when it comes to Customer Culture evolution? Paolo Fabrizio debunks a false myth sharing 2 case examples from his consulting experience.
Episodes
58
Latest episode
Oct 2026
Language
EN
About the show
Welcome to Paolo Fabrizio's podcast show about Digital Customer Service. Read more on https://customerserviceculture...
Listen to episodes
September 9, 202617 min
#56 Using AI to enhance internal collaboration
Many companies are integrating AI into main departments' processes. A niche of them though have ambraced wider, cross-department, approach. Paolo Fabrizio dives in with some fresh examples.
July 8, 202617 min
#55 How to raise awareness on Customer Culture persuasively
Smart organizations are raising internal awareness on Customer Culture because it does influence business results. So how to achieve such a challenging goal? What pitfalls to avoid? Paolo Fabrizio drops tips and real case examples that are gems.
June 9, 202620 min
#54 Different KPIs for your Customer Service with AI
As a customer service manager you can't just rely on traditional metrics such as CSAT, NPS, or CES. In this episode Paolo Fabrizio share a brand new perspective to help you rethink KPIs→ linking them to AI.
May 5, 202611 min
#53 Getting manager and team up-skilled together
Some organizations just focus on short term trainings with partial results. Others instead get both the manager and their team up-skilled together: Paolo Fabrizio share the pros and cons of them with real case examples.
April 7, 202613 min
#52 Towards a successful Customer Culture evolution
If you want to achieve tangible outcomes, setting up and execute an Customer Culture evolution plan is key. Paolo Fabrizio starts from 2 common sentences beccause underneath each fo them, what's being unsaid tells more about theit current Customer Culture needs.
March 11, 202615 min
#51 Assumptions that silently kill customer experiences
Picture this: 2 teams of the same company are working together. All of a sudden, a lack of information generates extra delivery times, efforts and costs...why did it happen and how can you prevent it? Paolo Fabrizio reponds sharing a first hand case example.
February 10, 202616 min
#50 Set up your digital customer service priorities now
As a manager you have to make more and frequent decisions than ever. That's why setting up customer service priorities has become a critical skill: Paolo Fabrizio shares an eye-opening case where two postponed key decisions led to a pricy consequence.
January 13, 202615 min
#49 5 elements of a winning Customer Culture path
A growing number of companies have started considering Customer Culture (CC) as a priority. But how can they enhance it, internally and externally? Paolo Fabrizio unveils 5 key ingredients from his successful Customer Culture Academy. Listen and share this episode in your organization.
November 4, 202518 min
#48 Are you an emotionally intelligent manager?
If you're a customer service manager, being emotionally intelligent is the super skill you need to strengthen day by day in every conversation you have - in person or digital they be. Paolo Fabrizio shares two hands-on scenarios. Do any of them sound familiar to you?
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