Free Live Webinar

Friday, June 19th – 2020

17.30 p.m. (CEST)

THE CUSTOMER JOURNEY

The Customer Journey tells the “story of the relationship” customer-company and represents the journey that the customer experiences by summing up all the moments of interaction with the company, over time, and in different contact “environments”, both offline and online. It includes the whole sequence of phases decision-making that the client makes, from the moment he becomes aware of the existence of the need, to the existence of a product/service that can satisfy it, at the moment it is purchased, to long-term brand/company loyalty. It also allows the company itself to gain valuable and useful insights on how to better meet its customers’ needs.

AGENDA

• Customer Relatioship Building & Management – Alessandra Monticelli, Advisor Sida Group &Sales Manager – GGF Group
• General Introduction to the Salesforce Cloud Platform – Salesforce –
• Presentation of real Use Cases – Marco Secone, Chief Technology Officer (CTO) – Gunpowder
• Marketing Skills and outgoing professionals – Antonio Galliano, Head of Training Services Quality

Guest Speaker

• Mirko Spinelli – Regional Sales Director – Salesforce

Free Live Webinar

Thursday, June 25th – 2020

17.30 p.m. (CEST)

AUTOMATION AND TOOLS FOR

THE OPTIMIZATION OF AFTERMARKET ASSISTANCE

The sale of a product or service is not a point of arrival, but the beginning of a relationship of trust with the clients. In order to increase customer satisfaction and loyalty, it is necessary to offer the information and assistance they need, making them choose the preferred way to interact: email, phone, social media, online communities, chat, SMS or other. It is therefore essential equip the company with automations and tools that allow the optimization of customer service, making it fast and efficient. In this way it is possible to make the service offered to the customers, a competitive advantage and no longer just a cost.

AGENDA

• Make the service offered to the customers, a competitive advantage and no longer just a cost – Fabio Di Giulio, Advisor Sida Group & General Manager – GGF Group
• General introduction to the Salesforce cloud platform – Stefania Blandini, Account Executive south – central Italy – Salesforce
• Presentation of real Use Cases (Help Desk, Chatbot, Case Management, Self service) -Marco Secone, Chief Technology Officer (CTO) – Gunpowder
• Big data & Big Data Analysis: the professional figures, career opportunities, what the labour market demands – Giada Cappelletti, Senior Advisor – Sida Group

Free Live Webinar

Friday, July 3rd – 2020

17.30 p.m. (CEST)

DIGITAL MULTI-CHANNEL MARKETING

Use of multi-channel digital tools for customer engagement, conversion and retention. Management of an integrated ecosystem of digital touch points with the customer for an engaging experience.

AGENDA

• Use of multi-channel digital tools for client engagement, conversion and retention – Laura Di Giuseppe
• General introduction to the Salesforce cloud platform – Matteo Paolini, Account Executive Media Communication – Salesforce
• Presentation of real Use Cases (Integrated Digital Contact Point Management) – Marco Secone, Chief Technology Officer (CTO) – Gunpowder
• Who is, what he does and how to become a Digital Manager – Claudia Bartolini, Senior Advisor and Executive Manager – Sida Business School

Guest Speaker

• Laura Di Giuseppe – Web Digital Marketing, has developed integrated digital marketing campaigns for

The Iron Throne, Tolkien, Agatha Christie, Harry Potter, and Pokémon. Professor of digital marketing and social media in numerous Masters courses (Cass Business School, London City University, University College, University of London).