09.00 Opening remarks: Gianluigi Ferri – Producer CX Now, CEO Innovability

 Parlo Quindi Sono, il potere della Voce nella CX Transformation
09.10 Andrea Cinelli – Founder FOOLFARM e autore di “Parlo quindi Sono”

09.30 Chairman: Gigi Beltrame – CEO | Tecnologo | Giornalista economico | Autore e conduttore TV – BusinessCommunity.it

Voice First – The Customer Experience next big thing
09.40 Bea Dobrzynska – Senior Manager CELI

La Multicanalità Vocale: diamo voce alla tecnologia
09.55 Enrico Reboscio –  Founder & CEO DOTVOCAL INNOVATION

Phygital: la Omni-Channel User Experience nell’era della Voce e dell’Instant Messaging
10.10 Omar Fogliadini – Managing Partner LIFEdata

Il 5G è la base per l’omnicanalità
10.25 Giorgio Ramenghi – Innovation Manager WIND TRE

Live brokerage experience: ponte virtuale tra domanda e offerta
11.00 Massimiliano Margarone – CEO SPX Lab

Online 2 Offline Journey
11.15 Paolo Antonini – Brand Experience & Customer Satisfaction, Alessia Argento – Customer & Lead Management Resp. – Mercedes-Benz Italia

Un approccio “channel-less” per una customer experience eccezionale
11.35 Ivano Fossati – Head of Sales – Italy & Greece SAP Customer Experience

11.55 Chairman: Stefano Belviolandi, Giornalista, Web Editor, Blogger

La tecnologia a supporto di un cambiamento culturale customer-oriented
12.00 Andrea Di Blasi – Head of Customer Experience Analysis SKY TV

Get the feedback right – how smart technology can boost your VoC programme
12.15 Oliver Skeide – Director CX Consulting, Roberta Laudito Account Director Italy MARITZCX

Customer Experience: the importance of being data driven
12.35 Francesca Romano – Customer Experience & Service Design Manager Enel X

How enterprises are leveraging Artificial Intelligence in Customer Feedback to drive growth
12.50 Emiliano Varrasi – Customer Success Manager – Wonderflow

14.30 Chairman: Lorenzo Montagna – President VRARA Italian Chapter

Endless Consumer Journey e la CX allargata
14.45 Andrea Guanci – Marketing Director MSC Crociere

Come rimanere rilevanti per i propri clienti
15.00 Pier Mattia Avesani – CEO UQIDO

Dalla Produzione all’Assistenza Domiciliare senza frontiere
15.15 Laura Guerra – Head of Innovation & Multichannel Marketing PFIZER

15.30 Chairman: Gianluigi Ferri – Producer CX Now, CEO Innovability

Oltre l’Hashtag #OPENINNOVATION c’è la OPEN EXECUTION
15.45 Ivan Ortenzi – Innovation Expert, Bip – Business Integration Partners

Customer experience: cos’è e come si ottiene l’iper-rilevanza
16.00 Giovanni Pola – Docente POLI.Design, CEO GreatPixel