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Recent episodes
#54 Different KPIs for your Customer Service with AI
Jun 9, 2026
20m 31s
#53 Getting manager and team up-skilled together
May 5, 2026
11m 47s
#52 Towards a successful Customer Culture evolution
Apr 7, 2026
13m 34s
#51 Assumptions that silently kill customer experiences
Mar 11, 2026
15m 40s
#50 Set up your digital customer service priorities now
Feb 10, 2026
16m 59s
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| Date | Episode | Topics | Guests | Brands | Places | Keywords | Sponsor | Length | |
|---|---|---|---|---|---|---|---|---|---|
| 6/9/26 | #54 Different KPIs for your Customer Service with AI✨ | KPIscustomer service+3 | — | — | — | customer serviceKPIs+5 | — | 20m 31s | |
| 5/5/26 | #53 Getting manager and team up-skilled together✨ | manager trainingteam development+3 | — | — | — | manager trainingteam up-skilling+3 | — | 11m 47s | |
| 4/7/26 | #52 Towards a successful Customer Culture evolution✨ | Customer Culturebusiness strategy+3 | — | — | — | Customer Cultureevolution plan+3 | — | 13m 34s | |
| 3/11/26 | #51 Assumptions that silently kill customer experiences✨ | customer experienceteam collaboration+3 | — | — | — | customer serviceassumptions+3 | — | 15m 40s | |
| 2/10/26 | #50 Set up your digital customer service priorities now✨ | digital customer servicemanagement decisions+3 | — | — | — | customer servicemanagement+3 | — | 16m 59s | |
| 1/13/26 | #49 5 elements of a winning Customer Culture path✨ | Customer Culturebusiness strategy+3 | — | — | — | Customer Culturebusiness+3 | — | 15m 37s | |
| 11/4/25 | #48 Are you an emotionally intelligent manager?✨ | emotional intelligencecustomer service+3 | — | — | — | emotional intelligencecustomer service manager+3 | — | 18m 25s | |
| 10/8/25 | #47 Protect your customer service team from time theft✨ | customer servicetime theft+3 | — | — | — | time theftcustomer service+3 | — | 14m 15s | |
| 9/9/25 | #46 What you do when the customer reaches the CEO?✨ | customer complaintsCEO involvement+3 | — | — | — | customer servicecomplaints+3 | — | 18m 51s | |
| 7/14/25 | #45 The new balance after a rollercoaster AI year✨ | customer serviceAI+3 | — | — | — | customer serviceAI year+3 | — | 17m 49s | |
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| 6/18/25 | #44 Customers see internal communication issues✨ | internal communicationcustomer perception+3 | — | — | — | internal communicationcustomer service+3 | — | 18m 45s | |
| 5/20/25 | #43 Avoid these slippery conversational hiccups | 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 >> | 17m 05s | ||||||
| 4/23/25 | #42 Why you need more thinking customers | 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. Read full article here >> | 21m 32s | ||||||
| 3/25/25 | #41 Even a young job applicant is a customer | 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 | 15m 49s | ||||||
| 2/12/25 | #40 How to match customer support and sales | 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 >> | 22m 09s | ||||||
| 1/14/25 | #39 The great AI and human agents alliance | 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 >> | 20m 52s | ||||||
| 11/27/24 | #38 Digital channels are not for everybody | 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 customer support, digital channels are definitely not for everybody! | 12m 52s | ||||||
| 10/22/24 | #37 The service that customers love the most | What service clients love the most? There are two things that you can do immediately to intercept customer's signals in a timely manner. | 14m 34s | ||||||
| 9/24/24 | #36 Customer service can't fix poor culture | 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 everything. Paolo Fabrizio explains WHY and HOW in this podcast. | 17m 50s | ||||||
| 7/3/24 |  #35 Using AI during or after the conversation? | 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. | 14m 37s | ||||||
| 5/22/24 | #34 My experience on training digital skills | 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 >> | 20m 58s | ||||||
| 4/9/24 | #33 Customer Culture: with AI no alibis | 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. | 21m 26s | ||||||
| 3/13/24 | #32 Is your customer team dehumanized? | "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. | 12m 06s | ||||||
| 2/14/24 | #31 Run a digital skill-matching check | 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 >> | 16m 23s | ||||||
| 1/17/24 |  #30 A great conversation on digital experiences w/ Shep Hyken | 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) >> | 21m 43s | ||||||
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