Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio


The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape. Join us for “Delving into Digital Conversations for Business Survival or Irrelevance,” featuring Paolo Fabrizio, one of the leading authorities in Europe on this key subject. The session will be hosted by the charming Sylvia Lohr Principal Product Marketing Manager at Microsoft and a key ambassador for the ECXO. Mark your calendars:

When: April 24th, 2024

Time: 5 PM CET | 4 PM GMT

Reserve your spot now for this insightful discussion that promises to offer invaluable perspectives and strategies for navigating the evolving landscape of digital customer interactions.

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What you will learn during this presentation:

• Why taking care of each digital customer conversation is vital

• Are you meeting CX expectations over different digital support channels?

• The key digital conversations skills your customer service need (case examples)

• What companies are doing to spread customer culture in any department (case examples)

• How to leverage ‘The Power of Digital Conversations’ in your organization


Paolo Fabrizio – Digital Customer Service Consultant, Trainer, Speaker. Born and bred in Milan, Italy. In the 90s he took part in the startup of the first online insurance companies, following the customer’s entire life cycle. After many years as a manager in customer-facing roles, in 2014 he turned his professional life upside down. In fact, as a consultant and trainer, he has been helping client companies harness digital customer service as a key business driver. Founder of, a content hub with over 300 blogs and podcasts, and author of the book ‘The Power of Digital Conversations’. Paolo is also an international speaker. Lecturer at Università Bicocca in Milan, Italy, for Digital Customer Service-related topics (Master MADIM). People, travel, music lover, and rugby-addicted because life is oval.

Hosted by:

Sylvia Lohr, Principal Product Marketing Manager at Microsoft. She believes in customer-centric communication throughout the customer journey, emphasizing integrated approaches and strategic technology use for secure, channel-independent experiences. With a history of success in B2B and cross-industry teamwork, she excels in driving projects.


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