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

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 eve

Many Customer Service Managers are wondering how to integrate and harness Artificial Intelligence. Whats the ultimate goal? Who would benefit from it? Shall we use GenAI during or after the conversat

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 ski

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

"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 day

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 w

When people love what they do, they convey their passion to the listeners. Thats exactly what happened when Paolo Fabrizio sat down with Shep Hyken sharing their experiences as consultants and speake

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 conversationa