Customer Experience is no longer a linear process but a complex ecosystem. AI, data, people, and both physical and digital spaces continuously interact, redefining service and business models. The real challenge is how to govern this transformation without losing sight of the human value behind it. But how?

In this interview published on the mag "Tecnologia & Innovazione", our CEO Francesca Gabrielli guides us through the challenges and opportunities of a revolution that is not only technological but deeply cultural. A shift in which AI becomes an enabler: enhancing people’s talent while requiring new skills, new operating models, and a more conscious approach to governance.

Beacuse the future of Customer Experience lies in a new balance between human and digital.

To learn more about our approach to CX Transformation and discover why, today, the real competitive advantage lies in developing human capabilities around AI read the interview by Cinzia Colosimo [in Italian].