10th International Congress on Information and Communication Technology

Authors - Massimo Carlini, Giuseppina Anatriello, Elisabetta Cicchiello
Abstract - The modern business context and the amount of data available to companies and organizations has made decision-making processes even more com-plex and articulated. This pushes companies to provide a better product or service for customers, reasoning in terms of quality, flexibility and responsiveness to their requests and needs. In this context, the concepts of customer centricity and satisfaction are placed, or the need for companies to try to satisfy demand by offering efficient and quality treatment aimed at satisfying customer needs based on a deep and solid knowledge of them. This paper reports on the activities carried out by Anas S.p.A., by Customer Ser-vice, over the last few years, to improve the Digital Customer Experience, making available to customers the knowledge and experience acquired over the years. The objective, in terms of Customer Centricity, was to put the customer at the center of the offer, providing them with more modern, innovative, intelligent and efficient dialogue tools.