LeonarDo

The Internet of Things (IoT) has been a hot topic for some time now and we are increasingly surrounded by smart devices and objects that can communicate with each other and with the user. Some examples? Training shoes that connect to smartwatches and smartphones, providing detailed information about the wearer’s sporting performance. The watch that activates your wake-up alarm earlier than usual if there’s heavy traffic on the way to work. Interconnected cars that slow down automatically if there’s an accident ahead.

Customer Experience is a pervasive question that extends into the world of Contact Centers. Today it is vital for services offered to satisfy the needs of increasingly attentive, demanding and ‘social’ users.

Contact Centers must therefore be seen in a broader perspective than the one used in traditional approaches. This requires companies to make an organizational effort to deepen the partnership between Client and Contact Center, as they both are dependent on technology in order to implement their shared strategy.

In an ever more competitive market, adopting advanced relationship strategies with customers represents a differentiating factor and an effective way to create a sustainable, long-term competitive edge. In this scenario, retaining customers is increasingly difficult because they are bombarded daily by often very effective marketing communications. That is why we need to turn to the latest new business models, which are increasingly directed at enhancing the customer experience.

In recent years, continuous transformation, evolving technology and huge social media growth have exponentially increased customers' influence over your brand and radically modified the way that companies do business. Recently, “Customer Experience” has been defined as “how your customers perceive their interactions with your company as a whole” (cit. Manning and Bodyne). This means that the customer experience is determined by each of the touch-points through which the customer interacts with the company.

In March, Transcom Italy presented its new Research and Innovation Center for Customer Experience to the press and the local authorities. The center is located in L’Aquila and set up jointly as a partnership with L’Aquila University and local contact center company Elleacall.

Transcom has decided to invest in a new research and development project called “Smart Digital Ecosystem for Customer Experience Enhancement”. For simplicity’s sake we’ve renamed the project “LeonarDo 2.0.14”, combining the year of the initiative’s launch with the 2.0 that symbolizes the Digital age we live in.