John A. Godman is one of the biggest world experts in customer related issues, especially regarding customer experience management. He has always believes in the importance that customer services have, from a simple low cost answering machine to a client service that gives answers to questions and complaints and further more to a vital resource that helps organizations to improve both company process as well as profit. Mr. Godman is widely viewed as a leader in this field, since he conducted over 800 studies about customer service for large scale organizations (including the White House). He is often invited to talk about subjects such as the quantification of customer service impact and the ways in which the level of customer satisfaction can be increased.

Franco Giacomazzi, Industrial Marketing Professor at the Polytechnic Institute of Milan and AISM President (ITALIAN MARKETING ASSOCIATION) will the chairman of the event. Different speakers will join the discussion such as:

• ohn A. Goodman,Co-Founder and Vice-Chairman di Tarp
• Partner, Bizmatica,
• Claudio Cattaruzza, Customer Care Manager, Electrolux Appliances Spa,
• Marketing Evolution Professor at Bari University, President of the Scientific and Technical Committee, AISM (Italian Marketing Association)
• Customer Care Vice President, H3G