Sergio Rossini
Direttore Customer Experience
Sergio Rossini, in Sagres dal 2021, dopo una lunga esperienza in aziende multinazionali dove ha ricoperto il ruolo di Group Head of Customer Experience, ha deciso di concentrarsi in Sagres sull’innovazione metodologica, tecnologica e organizzativa della gestione della CX.
Il focus dei sistemi di ascolto della Voce del Cliente progettati da Sergio, non è tanto sulla misura della soddisfazione (voto), ma sul PERCHE’ un brand o un prodotto/servizio viene percepito positivamente o negativamente e sulla definizione dei piani di miglioramento che devono giocare un ruolo determinante nella strategia aziendale.
Sergio Rossini, in Sagres dal 2021, dopo una lunga esperienza in aziende multinazionali dove ha ricoperto il ruolo di Group Head of Customer Experience, ha deciso di concentrarsi in Sagres sull’innovazione metodologica, tecnologica e organizzativa della gestione della CX.
Il focus dei sistemi di ascolto della Voce del Cliente progettati da Sergio, non è tanto sulla misura della soddisfazione (voto), ma sul PERCHE’ un brand o un prodotto/servizio viene percepito positivamente o negativamente e sulla definizione dei piani di miglioramento che devono giocare un ruolo determinante nella strategia aziendale.
“Perché la CX senza cambiamento, è solo un hobby”
Articoli pubblicati dall’autore
Customer Experience in B2b: Sagres at the Politecnico of Milan
One of the major critical issues highlighted by the research, in creating a comprehensive and balanced customer experience system, is undoubtedly the management of the customer feedback. Too often…
Customer Experience: measuring customers’ emotions helps
We are all humans, even in B2B and we all “make our decisions through the lens of emotions”.
Firmly believing in the power of emotions in the buying process in B2B is a moral duty that represents t…
The customer experience, knowing how to interpret business data
“We don’t know our customers…well enough.”
We first heard this phrase in 2012 from the then CEO of Schindler, one of our main customer companies.
It was the spark that ignited our curiosity about…
Understanding customer experience by using telephone surveys
Why Phone surveys win over online in B2B
Web surveys are everywhere and seem to the absolute winner in customer experience world, but this is true only in B2C, while they are kind of useless (my op…
Managing the lead generation for renewables
Alperia is the largest energy service provider in South Tyrol and the third largest producer of renewable energy in Italy. It’s one of the most important companies in the green energy sector nation…
If customer is king, is it possible to obtain business success without delivering great customer service?
If you believe that business success is CX success the answer is yes.
It is a common opinion that companies which deliver poor service, failed good CX implementation, even if they’re achieving majo…
Do you believe in the Value Chain formula EX+CX=MR?
If you want to achieve business results start with EX. According to Forbes 89% of Executives believe that better EX leads to better CX. Richard Branson, CEO of Virgin, says “Clients do not come fi…
Why do we measure customer experience? And should we measure it?
To assess the Customer Experience many use Customer Satisfaction surveys or the Net Promoter Score. Both measure an experience that took place in the past. One could say that using the NPS as a ref…
The citizen as a customer: from customer experience to citizen experience?
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On 13 December, Joe Biden signed the Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.
This is a strong signal that the American adm…
Can Credit Management improve the Customer Experience?
The customer journey begins when potential customers become aware that a brand exist and start searching for a product or service, continues with its evaluation, buying experience, onboarding, use…
Customer Service vs Customer Experience
Still lot of confusion around the net about Customer Service and Customer Experience, that are often used as if they were synonyms by many CX experts even if they are not.
Let’s start with definiti…
Another NPS Bad Practice spotted in Milan
I took this photo in a Milan electronics superstore. “You will receive an e-mail containing our satisfaction survey about your buying experience: if you are satisfied, remember that – for us – ACCE…
PIG Strategy – Pain Is Good
In esclusiva per l’Italia
Tradotto in italiano da Sergio Rossini CX Director di Sagres
Per sfidare lo status quo, suggerisco un’alternativa fuori dagli schemi ma superiore alla customer-centricity in un contesto strategico: portando vantaggi al cliente, raggiungendo i risultati di business e contribuendo alla costruzione di brand straordinari, senza dover impiegare risorse extra.
Sampson Lee
