As part of the Open Italy Program, Italferr, the engineering company of the Infrastructure Hub of the FS - Italian State Railways Group, participated, among others, in a co-innovation project focused on improving the customer satisfaction survey process.

With a view to Open Innovation, the players involved along with Italferr were Elis Innovation Hub, as promoter of the initiative, Trenitalia, leader in national and international passenger transport, and the start-up Sandsiv, operating in the customer experience management sector.

The CX 360 PoC (Proof of Concept), in which Italferr played a leading role with its HSQE Systems and Innovation & Technical PoC departments, had the objective of monitoring customer perception of the company's business processes and services, standardising data processing and classification and reporting results.

After 12 weeks of experimentation, the project achieved its objectives. The collection and analysis of customer feedback has been optimised, integrating topic detection, sentiment analysis and corrective actions.

Moreover, by exploiting the advanced generative Artificial Intelligence models of the Sandsiv+ platform, it was possible to visualise the results in real time on an interactive dashboard with targeted suggestions, in line with customer expectations, through a tailor-made predictive model.

The use of Artificial Intelligence in this field makes it possible to collect and analyse feedback information more efficiently and in greater depth, enabling a rapid response to feedback in a proactive and timely manner, as well as to support the decision-making process.

The CX 360 project, awarded the "Impact Award" during the two-day Open Italy event on 24 and 25 January 2024 - the recognition conferred by Elis on the basis of the SROI (Social Return on Investment) calculation that identifies the economic value of the social impact obtained with the projects implemented - represents an important step forward for Italferr in the path of continuous process improvement, with a view to innovation and customer centrality.