“The customer is always right.” – Harry Gordon Selfridge In 2025, the retail experience will no longer be defined by the transaction, but by the seamless integration of technology, personalization, and sustainability – where every touchpoint matters and every interaction builds lasting trust. As we look ahead to 2025, it’s clear that the modern consumer...Read More

“In retail, the most visionary leaders know: it’s not just about the numbers—it’s about what fuels them.” In the dynamic world of retail, focusing solely on financial metrics may seem like a safe strategy—but it’s a double-edged sword: a financial-only approach risks stifling creativity, overlooking customer needs, and ultimately jeopardizing long-term success. The most vibrant...Read More

My Motto:  “Transform and Perform” Transformation drives performance, and performance fuels transformation. With over 20 years of global leadership experience across multichannel retail, technology, and digital innovation, I have had the privilege of specializing in the “3 F’s” – Fashion, Food, and Furniture. My career spans roles in some of the world’s most iconic brands:...Read More

The Essence of “Made in Italy”: A Journey Through Fashion, Food, and Furniture The “3 F” — Fashion, Food, and Furniture — are not just industries; they are the cornerstones of Italy’s global legacy. These sectors represent unparalleled craftsmanship, timeless elegance, and a dedication to quality that elevates Italy to a symbol of luxury and...Read More

Why Business Transformations Falter—The Cultural Impact During my conversations I am asked on the reasons behind transformation break down and I always reply that it depends on some missing points, but the most common is not considering the human factor and the cultural factor. Here a resume: Unclear Vision: Without a strong, unified vision across...Read More

What an incredible journey! Being Chairwoman at the CX Retail Exchange on November 5-6 in Lisbon was a truly unforgettable experience! Just like training for a marathon, I crafted a “to-do list” of essentials to guide me through this exciting role: Role & Responsibilities: Keep discussions lively, sessions on track, and audiences engaged. Introduce brilliant...Read More

Humanistic Strategy: A business philosophy that places people—customers, employees, and communities—at the core of decision-making and organizational goals. This is my credo, my way. While traditional strategies may focus primarily on profit and efficiency, a humanistic approach aligns business objectives with deeper human goals, enhancing well-being, promoting ethical practices, and achieving long-term societal impact alongside...Read More

Lisbon CX event is coming soon. 2 weeks left to 5th-6th November 2024 and I am still preparing my memo: another important topic to explore and discuss with the attendees is how AI is significantly transforming retail customer experience (CX) and in which key ways. We have high expectations on AI as a tool (accelerator...Read More

I have the privilege to participate to the CX RETAIL EU EXCHANGE in Lisbon – 5th-6th November 2024 – a lot of exciting topics are hitting my attention: the first one is about links between customer experience, brand, product, and marketing. They are deeply interconnected and mutually reinforcing. I am preparing for the 2 days...Read More

In my career journey I was responsible for multiple business transformation programs and a challenging part of this amazing adventure is managing contrarian individuals and it’s also valuable when handled effectively. The ability to adapt the management style to the person and the context is the key for a leader and contrarian thinkers can offer...Read More