Silvia Pontarelli

Silvia Pontarelli has extensive experience in customer experience management, technology, and operations, currently serving as the Head of Customer Service Modelling in the Digital, Technology and Operations area at Poste Italiane since September 2014. Silvia leads the design and execution of innovative customer service models that integrate human and artificial intelligence across various touchpoints. Previous roles at Poste Italiane include Chief Operating Officer and Head of Process & Systems within business clients and public administration. Prior to this, Silvia held significant positions at PosteMobile, where responsibilities included governance and customer experience management, and at Accenture, specializing in customer relationship management within the telecommunications and high-tech sectors. Silvia holds a degree in Statistics and Economics from Sapienza Università di Roma.