Customer Experience Summit

The Customer Experience Summit will be held on September 15th in Milan at the NHOW Hotel, via Tortona 35. The conference will begin at 9:00 AM and conclude around 4:00 PM. The event aims to explore emerging trends and new technologies in the era of the intelligent economy.

The Keynote Speaker for the day will be Giorgio Cavalieri, Experience Director at Fiat Auto, with a presentation titled: “Implementing a customer loyalty system to improve customer experience: a success story”.

A first panel discussion will explore new customer interaction channels such as multichannel web, mobile devices, social networks, social business, and communities. It will illustrate how these tools can be used strategically to improve brand awareness and develop relationships with potential customers. Participating in the panel will be Simone Boasso, Chief Technology Officer, of Dialogo – Gruppo Fondiaria-Sai; Gianluca Giovannetti, CIO & CSO of Amadori group, and Giuseppe De Iaco, CIO & Vice President Corporate Information Technology of Costa Crociere.

The second panel discussion “Building a winning strategy for Loyalty Management and Lead Generation” features the participation of Fabrizio Paschina, Head of Advertising & Web at Intesa Sanpaolo and Stefano Sappino, Director of Information Management at Poste Italiane, who will address the following aspects with their experience:

• How to leverage technology for multichannel information flows: speech analytics, sentiment analysis, and text exploration for monitoring customer satisfaction;

• Data and Content Analysis;

• Real-time Analytics to accelerate sales strategy.

Finally, the conference will conclude with the panel discussion “Tools and strategies for enhancing Customer Experience” which, with the contribution of Paolo Castelletti, Marketing & Communication Manager at Monclick and Gaetano Scebba, CTO of Gruppo API, will analyze the following topics:

• How to outline a comprehensive and effective integration roadmap with existing technologies;

• Cloud-based CRM;

• New collaboration tools;

• Unified and Video communication.

 

Pubblicato in Business