Digital Empathy

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Digital Empathy

28/04/2020 | 11:00 - 12:30

Digital Empathy: How interactions with customers change in a world undergoing profound transformation

There digital transformation which until now was considered an opportunity, is now an indispensable obligation to respond to always new customer needsThe changing nature of the world we live in confronts us with ever new challenges, both as a brand and as a consumer. Only those who know how to understand and make the new technologies their own will be able to win challenges of the new digital age.

A round table in which we will analyze how the changes underway are leading us towards a new digital era. We will investigate technological trends and innovative digital solutions that can help us answer the questions this new reality poses.


An event that will develop through different areas of the customer experience, during which a series of issues will be addressed, including:

Evolution of customer relationship dynamics and impact on digital tools
The strategic role of artificial intelligence and machine learning in marketing and customer support processes
Understand customer requests and hyper-personalize each experience in real time
Enhancement and automation of digital channels
DMP and CDP: peculiarities, characteristics and complementarity


11:00 – 11:05 Welcome and Introduction

Marco Ferraris, CX Country Leader - Oracle
Livio Emanuel Mancini, CX Sales Development & Strategy - Oracle

11:05 – 11:20 Keynote - The New Digital Age
Stefano Varasi, OMC Leader - Oracle

11:20 – 12:00 Round Table - Digital Empathy

Carlo Alberto Carnevale-Maffè, Prof. Bocconi Strategy
Barbara D'Acierno, Head of customer value management - PostePay
Valentino Coda Canati, Head of Marketing - Fastweb
Sergio Mandelli, Head of Digital Marketing and Sales - ENI Gas and Light
Tommaso Vitali, CMO - WindTre

Moderator: Armando Brescia, Journalist and Director - Modern Distribution

12:00 – 12:30 Q&A and Conclusions

Luisella Giani, EMEA Strategy Director - Oracle



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    11:00 - 12:30
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