Stefano Fanfarillo

With over 20 years of experience advising and supporting clients with transforming their analytics, marketing and distribution operations, I am a recognized thought leader in multi-channel customer engagement strategies, capabilities development and management.

I have led the strategy, development and deployment of multi-channel customer engagement transformation programs as well as the deployment of customer interaction management capabilities and strategies for top-tier telcos and financial services organizations. I bring to my clients a unique blend of expertise across customer experience & marketing strategy, marketing & digital technologies and customer insight & analytics development.

Customer Experience & Marketing Strategies and Operations:
• Customer experience and marketing strategy development
• Multi-year transformation roadmap development
• Operating model development and change management initiatives delivery
• Consumer research, user experience and customer journey maps development
• Planning and execution of customer retention and revenue enhancements multi-channel campaigns

Marketing & Digital Technologies:
• End-to-End multi-channel customer interaction management solution architecture
• Campaign management, marketing resource management and next best action (NBA) solutions development and implementation
• Multi-channel leads management capability planning and implementation
• Digital marketing interactions and integration
• Marketing performance management and measurement solutions implementation

Customer Insight and Analytics:
• Enterprise customer data management strategies and solution architectures development
• Enterprise customer information warehouses planning, development and implementation
• Marketing and sales customer data marts implementation
• Business and customer intelligence solutions development and implementation
• Advanced customer analytics planning and development