I lead Inspire Value activities in Italy across the entire ServiceNow portfolio.My role is about helping customers & partners in designing transformational value propositions, envisioning innovative yet practical use cases, and in creating the 3-P value case that combines financial and sustainable goals (#Prosperity #People #Planet).At the same time, I'm the EMEA Inspire Value champion on sustainability applied to business and public service. This is all about answering this basic question: how can ESG be activated across the organization through digital technology and workflows?I love sharing my point of view on the things I love and that I happen to do for a living: I'm then often public speaker on business transformation, AI + Human combined force, and sustainability, Check and 'like' - when you agree, of course - some of my articles featured on my profile!

I lead strategic business consulting activities with customers and partners covering all the business sectors – Communications & Media, Financial Services & Insurance; Travel; Retail; Energy & Resources; Public Sector.An example of the typical consulting activities.Value assessment and definition of transformational roadmaps, prioritizing action based on SaaS product adoption and customer value maximisation. Focus on cloud and AI-powered innovation. Ongoing business value advisory and definition of “Value Realization Office” (VRO) approach and objectives for key customer initiatives.Development of tailored business cases (ROI/TCO) to support customer’s strategic investment plans.Design and representation of end-to-end experience flows for customers, employees and citizensRepresentation and communication of identified business value and of the corresponding value delivery roadmap to C-level business stakeholders.Facilitation of cross-functional alignment on a value-focused and customer centric approach.I also cover the role of EMEA SaaS Transformation Lead , co-creating, managing and delivering a transformation program meant to transition Genesys customer teams to an agile customer-centric organization focussing on delivering customer value via SaaS-enabled experiences.As a recognize thought leader in my area of knowledge, I'm a public speaker on customer & employee innovation, transformation and change managements topics.I love being creative and an innovator: I'm the co-creator of the Genesys “Customer Moments Scientist™” initiative, meant to develop a transformational partnership with key strategic partners, ranging from strategic advisors – top firms and boutique – to global system integrators with a transformational mindset.

Management and System Integration Consulting in the IP Contact Center area, aimed to optimise Contact Center front-end and back-office caring operations and to deliver support systems for end-to-end Contact Center Management.I coordinated a team of ~25 people as a senior manager for the IPCC functional analysis, both onshore (Rome) and offshore (testers located in the Accenture Indian Delivery Center, Bangalore).The following solutions are under my responsibility:• Interactive Voice Response Systems, even integrated with IP Multimedia Subsystem (IMS) networks, Loquendo and now Nuance Voice Platforms and Genesys 8.1 routing platform. Target: make easy to use IVR design, test and deployment to Customer Operations departments with no need of IT support;• High level “Strategy Oversight” console, built on top of Genesys 8.1 multichannel infrastructure. Target: real-time monitoring and management of Contact routing strategies by leveraging “skill based routing” approach;• Multichannel Agent Desktop, integrated with Genesys 8.1 infrastructure. Target: improve Agent efficiency by means of cutting-edge web-based technologies;• Agent Scripting solutions, integrated with Agent Desktop systems. Target: maximize efficiency of lead generation and selling processes, while reducing handling time and improving script adherence; • Workforce Optimization Support Systems, made of Workforce Management capabilities and performance monitoring and improvement tools.Target: improve overall contact center processes quality and efficiency, so reducing costs while satisfying service level agreements. Expertise on Genesys WFM 8.5, Skill Assessor 8.5, Training Manager 8.5;• Business Processes and Routing Strategies design and development, based on Genesys 8.1 technologies. Target: support overall Contact Center business strategy.My role included management of relationships with Vendors, among which Avaya, Genesys, Alcatel-Lucent, Nuance, Nice Systems, Acme Packet, Jacada.

Responsible for the definition of Accenture’s Stament of Work for the implementation of DSL Optimisation Systems and processes, to be integrated in existing DSL and IPTV assurance processes.Proposal technical side has been developed in cooperation with ASSIA, US-based company leader in DSL Optimisation technologies.The proposal has been successful for the rumania incumbent fixed Operator. I’ve been therefore responsible for delivery on Client’s premises in Bucharest.Under my responsibility:• assessment and reengineering of DSL Customer Service processes, by conducting interviews of main RTc stakeholders;• assessment of RTc’s DSL Access Network, including IT Operational Support Systems;• feasibility study of integration of ASSIA DSL Expresse (DSL Optimisation Software) within RTc Network, IT and supported processes;• project management for a field trial on 10’000 DSL Clients, cooperating with ASSIA R&D office in San Francisco (USA, CA). This task included direct supervision of one Rumanian Accenture analyst.

Several consultancy projects for incumbent italian fixed Operator in order to improve broadband services quality through IT rationalization and evolution. Among the tasks under my responsibility:• PMO support and C-level Projects Status reporting for initiatives with a focus on “Broadband Quality of Service” of “Alice” DSL Services (Alice Home TV, Alice ADSL, Alice Voce); • Definition of requirements for processes and systems in order to achieve DSL Lines Optimization;• DSL-related Trouble Ticket root cause analysis.In these activities I managed a team of up to three people.