Chiara Orsingher is Associate Professor of Marketing at the University of Bologna, she is in charge of marketing services, in particular customer experience, customer satisfaction, recovery of disruption and the impact of artificial intelligence in the service relationship. On these issues she advises national and international companies and scientific research.
INSPIRATIONAL AND MOTIVATIONAL SESSIONS - In manufacturing companies, the service component is growing. Service management has therefore quickly acquired a new relevancy: in any business it is necessary to analyze the relationship with customers, measure their satisfaction, carefully design the components of the service, and predict the purchasing behavior of the consumer. Moreover, service is "live" and “direct” just like the way we communicate, management and leadership. To design, implement and manage activities in a direct way there is only one solution: people first. The workshop covers the evolution of service management, touching on specific aspects including customer satisfaction and quality systems.