Ornella Urso

WORK HISTORY

EDUCATION

SKILLS

ABOUT ORNELLA URSO

Naturally inclined towards creative and critical thinking, I possess a keen understanding of customer needs. As a Research Director specializing in the retail tech sector, I provide strategic guidance to both technology providers and end-user clients. At the helm of the Worldwide Customer Experience Strategies program, I play a pivotal role in shaping the direction of research within the Worldwide Retail Commerce and Direct-to-Consumer sectors, particularly focusing on the EMEA retail and consumer goods markets. My research endeavors delve into various facets of customer experience, including immersive shopping, real-time personalization, retail commerce platforms, loyalty programs, retail customer data platforms, and innovative retail business models across different segments and regions. With over a decade of experience in diverse research domains, I\'ve honed qualitative and quantitative research methodologies. I also actively engage with the retail community, eager to learn about their innovative endeavors. Whether delivering keynote speeches at international conferences or moderating seminars, I am committed to sharing insights and fostering discussion to advance research dissemination. Reflecting on my journey, I\'ve come to appreciate the profound importance of human connection, as encapsulated by the words of M. Gates:\"Connect deeply with others. Our humanity is the one thing that we all have in common.