Episodes

  • #46 What you do when the customer reaches the CEO?

    #46 What you do when the customer reaches the CEO?
    Sep 9 2025
    In customer service it’s normal getting some complaints. What happens instead if the customer vents his frustration towards your top management or even the CEO? Paolo Fabrizio shares a case example where many departments worked together, but...[🎧 listen more]
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    19 mins
  • #45 The new balance after a rollercoaster AI year

    #45 The new balance after a rollercoaster AI year
    Jul 14 2025
    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!
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    18 mins
  • #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 mins
  • #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 mins
  • #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.
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    22 mins
  • #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 mins
  • #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 mins
  • #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 mins