🕝 09:15-09:30

Saluti di Apertura

Intervengono
Raffaele Falcone, Country Leader Qualtrics

🕝 09:30-10:30

Digital Talk di Apertura | Customer Experience & Digital Transformation

L'ASCOLTO DEL CLIENTE PER UNA CUSTOMER EXPERIENCE CENTRATA SULLE EMOZIONI

Conduce
Omar Hammoud, Account Director Enterprise Qualtrics

Intervengono
Serafino D'Ignazio, Responsabile Digital & Web Innovation Banca Ifis
Salvatore D'onofrio, Head of Voice of Customer ING Italia
Gian Carlo Mocci, Presidente AICEX - Associazione Italiana Customer Experience
Fabio Ricciato, Head of Customer Journey Iveco Group
Massimo Riggio, Chief Strategic Marketing Officer Iseo Ultimate Access Technologies

🕝 10:35-10:55

Keynote Speech

Da clienti a value contributors

Keynote Speech
Salvatore Zaccagnino, Customer Insights Director illimity

🕝 11:00-11:45

Digital Talk | Customer Experience & Azione in Tempo Reale

COME PREDISPORRE UN SISTEMA DI AZIONI DI MIGLIORAMENTO DELLE ESPERIENZE IN TEMPO REALE

Conduce
Gioni Gennai, Master Principal Sales Engineer Qualtrics

Intervengono
Stefano Bietti, Direttore Generale Abenergie
Valeria De Silvestro, Global Consumer Insights Manager Culligan International
Alessandro Galasso, Direttore Marketing Italia ABB
Giovanni Piccirillo, Customer Support & Customer Experience Director Datalogic

🕝 11:50-12:10

Keynote Speech

L'esperienza come guida costante

Keynote Speech
Alberto Irace, Chief Executive Officer Alia Servizi Ambientali

🕝 12:15-13:10

Digital Talk | Customer Experience & Employee Engagement

LA RELAZIONE TRA CUSTOMER EXPERIENCE E EMPLOYEE EXPERIENCE

Conduce
Andrea Montuschi, Employee Experience Strategist Qualtrics

Intervengono
Gabriele Provana, Head of ICT Operations & End User Services Eni
Gabriele Tonini, Customer Experience Manager Leonardo
Alessandro Viesti, Project Manager - Group Leadership Development & Academy Generali Italia
Michele Zagnoli, head of CRM & Integration Unit Capgemini Italia
Andrea Ziella, Head of Marketing and Digital Mattel Italy Mattel Italy