Episodios

  • #35 Using AI during or after the conversation?

    #35 Using AI during or after the conversation?
    Jul 3 2024
    Many Customer Service Managers are wondering how to integrate and harness Artificial Intelligence. What’s the ultimate goal? Who would benefit from it? Shall we use GenAI during or after the conversation? In this podcast Paolo Fabrizio unveils the results of a laser-focussed survey right on these topics.
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    15 m
  • #34 My experience on training digital skills

    #34 My experience on training digital skills
    May 22 2024
    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 skills sessions. Here are some golden takeaways on delivery methods and key digital conversational skills.
    Read full article here >>
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    21 m
  • #33 Customer Culture: with AI no alibis

    #33 Customer Culture: with AI no alibis
    Apr 9 2024
    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 to disappointing results. Paolo Fabrizio share 3 key takeaways from the AI Forum.
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    21 m
  • #32 Is your customer team dehumanized?

    #32 Is your customer team dehumanized?
    Mar 13 2024
    "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 days. Paolo Fabrizio deep dives on this topic in this episode.
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    12 m
  • #31 Run a digital skill-matching check

    #31 Run a digital skill-matching check
    Feb 14 2024
    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 whats digital skill-matching checks are and why you'd better run them on a regular basis. Read full article >>
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    16 m
  • #30 A great conversation on digital experiences w/ Shep Hyken

    #30 A great conversation on digital experiences w/ Shep Hyken
    Jan 17 2024
    When people love what they do, they convey their passion to the listeners. That’s exactly what happened when Paolo Fabrizio sat down with Shep Hyken sharing their experiences as consultants and speakers: a fizzy conversation with lots of real case examples and fun moments that make this podcast episode a gem. Full article here (video and podcast) >>
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    22 m
  • #29 Building a conversational service model - w/ Darko Popovic

    #29 Building a conversational service model - w/ Darko Popovic
    Dec 12 2023
    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 conversational service model that works. Just like the special guest of this podcast, Darko Popovic, Chief Operations Officer at Multitude Bank. Darko shares his valuable digital transformation journey in this great conversation hosted by Paolo Fabrizio. Read full article >>
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    41 m
  • #28 Be proactive to anticipate the customer

    #28 Be proactive to anticipate the customer
    Oct 31 2023
    Duting a digital conversation what are the mutual benefits when your front line team is able to anticipate customer's next move? Learn it in this new podcast episode. Read full article >>
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    12 m