In this regular feature, we sit down with a member of the 2.0 & Partners team, to find out a bit more about who they are, what they do, and how they do it.
In this edition, we meet 2.0 & Partners Head of Customer eXperience Management – Italy Erika Giannini
Please tell us about your journey to join 2.0 & Partners?
My first encounter with 2.0 happened almost by chance. After more than 15 years of experience in retail companies managing stores and training sales staff, I decided to embark on a journey as a freelance trainer and coach. I became certified as a professional business coach and began collaborating with several retail and non-retail companies as a team-building facilitator and soft skills trainer, occasionally sharing my activities on LinkedIn.
It was precisely through LinkedIn that I had the opportunity to connect with 2.0 & Partners. One morning, three years ago, I was contacted by our CEO, Fabio Bernardini, with a proposal to manage the Strategic Mystery Shopping activity in Italy, which was being relaunched after the COVID-19 pandemic.
I took a few days to think about it, but ultimately, inspired by the project that brought me back to my comfort zone in retail, I decided to accept. Now I can confidently say it was an excellent decision.
Please outline your role with the company?
I currently hold the role of Head of Customer Experience Italy, and I am responsible for managing all Strategic Mystery Shopping analysis activities, as well as the training and coaching programs we deliver through the Academy 2.0.
What do you think makes travel retail such a special marketplace?
There are two key points, in my opinion, that make travel retail truly special. Firstly, those working in this market constantly interact with a multitude of cultures, needs, and demands. While this makes the environment challenging on one hand, as it requires mental flexibility and a strong capacity for learning, on the other hand, it makes it incredibly stimulating as it offers a unique overview of the world. On top of that, the shopping experience is not an end in itself but is part of the travel experience and completes it. For this reason, the customer’s emotional dynamics are even more sophisticated and layered.
What have been the highlights of your time with 2.0 & Partners?
I believe that every milestone achieved and every new collaboration is a highlight. However, if I had to pinpoint one, the most important and satisfying moment for me was when we started receiving and consolidating positive feedback from our partners regarding our Strategic Mystery Shopping and Retail Academy 2.0 activities.
So, it’s not so much about a single successful project but rather about our partners’ willingness to choose us again.
What does a normal day look like for you with the company?
When I’m not busy with training sessions, my day is filled with calls with colleagues and clients to plan various activities, as well as meticulous back-office work, which includes reviewing Strategic Mystery Shopping reports and designing and creating training content.
Equally important, though not a daily activity, is recruiting and training our consultants who conduct the Mystery Shopping evaluations.
What are your hopes for the business in 2025?
The primary goal is certainly to expand our CXM activities beyond Italy’s borders. I believe we are now truly ready for this step, as we have the internal know-how and the international team members to successfully take on this challenge.
Additionally, a small dream of mine, as a coach, is to start structuring Group/Team Coaching programs within our Academy for staff and managers in Travel Retail. The aim would be to highlight the transformational power of approaches that are less content-oriented and more focused on self-accountability and personal growth.