The way we're engaging with our consumers is changing. People are talking about how to engage customers in the current environment, and a big part of that dialog centers around digital life.

How can you get closer than ever to your customer through digital engagement?

On this episode of CXNext, I interview Paolo Fabrizio, who holds 25 years of customer service experience primarily in the Italian market. We discussed how companies can provide effective and consistent support through social media, chat, or messaging apps.

What we talked about:

• Cultural hurdles to embracing digital customer service
• The two main pillars of an effective digital customer service plan
• Using social media to create a positive outcome that becomes a driver for more positive outcomes
• ...and how COVID-19 may affect digital brand engagement.

If you want to hear more AI episodes like this one, check us out on Apple Podcasts here. If you don’t use Apple Podcasts, you can find every episode here.