エピソード

  • #55 How to raise awareness on Customer Culture persuasively

    #55 How to raise awareness on Customer Culture persuasively
    2026/07/08
    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.
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    17 分
  • #54 Different KPIs for your Customer Service with AI

    #54 Different KPIs for your Customer Service with AI
    2026/06/09
    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.
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    21 分
  • #53 Getting manager and team up-skilled together

    #53 Getting manager and team up-skilled together
    2026/05/05
    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.
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    12 分
  • #52 Towards a successful Customer Culture evolution

    #52 Towards a successful Customer Culture evolution
    2026/04/07
    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.
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    14 分
  • #51 Assumptions that silently kill customer experiences

    #51 Assumptions that silently kill customer experiences
    2026/03/11
    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.
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    16 分
  • #50 Set up your digital customer service priorities now

    #50 Set up your digital customer service priorities now
    2026/02/10
    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.
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    17 分
  • #49 5 elements of a winning Customer Culture path

    #49 5 elements of a winning Customer Culture path
    2026/01/13
    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.
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    16 分
  • #48 Are you an emotionally intelligent manager_

    #48 Are you an emotionally intelligent manager_
    2025/11/04
    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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    18 分