I help your company define the identikit of your customers and design journeys to transform users into qualified leads by calibrating digital presence and targeting communication.
CUSTOMER EXPERIENCE
DIGITAL TRANSFORMATION
RADIO & PODCASTS
About Marcello Peluso
More than 20 years working in Customer Experience for international projects, and journalist since 2005.
With a strong customer focus and a problem-solving attitude, I’m a data-driven decision maker and I love combining technology, data analytics, creativity, communication, research, and content creation to help companies (including start-ups) face the future.
Digital Transformation
2016-Now
MyNoiLab srl
Milan (Italy) - Digital Innovation Advisor & Project Manager
2022
Tecsa Group Ltd
Riyadh (KSA) - Loyalty Programme Manager
2020-2022
Sky Italia
Milan (Italy) - Digital Transformation & Big Data Senior Programme Manager
2016-Now
CoffeeBI | Coffee Business Intelligence
Milan (Italy) - Co-founder
2017-Now
Associazione Mystery Audit Italia
Milan (Italy) - Member of Steering Commettee and head of Communication
Milan (Italy) - Journalist, Media relations coordinator, Radio host.
2020-2021
Radio BlaBla Net.
Milan (Italy) - Editorial Director and radio host.
2016-2020
CoffeeBI Magazine
Milan (Italy) - Journalist and editorial staff coordinator
2011-2019
Fanpage.it
Milan (Italy) - Blogger at "Fanpage d'autore"
2006-2009
La Voce d'Italia
Milan (Italy) - Columnist and head of Radio Observatory
2005-2006
The Nation
Bangkok (THA) - Contributor from Europe for Nation Junior
2004-2005
OhMy News International
Seoul (KOR) - Citizen Reporter from Italy
2018-2021
Radio Punto Zero
Naples (Italy) - Journalist, author and radio host
1998-2000
Calcio Campano eMagazine
Naples (Italy) - Co-founder and journalist
1997-1999
RadioMusic Magazine
Bologna (Italy) - Correspondent from Naples
1996-1997
Radio Antenna Uno
Naples (Italy) - Radio host
1995-1996
Zeta FM
Radio host
Naples (Italy)
1994
Radio Antenna Partenope
Naples (Italy) - Radio host
My Customer Experience Approach
I believe that every client is different from others and their experience is the key driver of success in their decision process.
Users, Customers, Clients, Buyers, Prospects or whatever you want to call them, when you sell physical products or digitaloutcomes or provide services, your users’ experience begins in the first contacts with your company, continues during the purchase process, and go through delivery (whatever is provided by you or other companies), and it continues with your communication and post-sales capacity to build loyalty.
Grouping users into homogenous categories and tailoring their paths to profiles improves their good experience and the chance of purchase to a new customer by up 20% and to an existing customer by up to 70%.
Some analyses and KPIs to measure your product or service experience