Rita Carezzano

Head of Customer Knowledge & Design lastminute.com

A digital-first approach to humanizing tech is what sets Rita Carezzano apart. Currently the Head of Customer Knowledge & Design at lastminute.com - the travel tech leader in dynamic holiday packages - Rita brings a holistic view about processes, changes and people empowerment to her every day.

In an international company, which until recently had all their staff working remotely across more than ten different countries, she oversaw an acceleration in digitalisation to enable their customer services team to do what they do best - help people.

Rita has two decades of experience in Customer Service and Organization, not only in travel but in phone carriers, banking and travel for the likes of Fiat Automobiles and Santander Group.

Rita believes that any project, plan or tool cannot be successful without people's engagement. She said: “The human touch is the game changer in any organization. In these fast changing and challenging times we need our people engaged to accomplish our goals and grow.

Blending a sharp technical and organizational vision with active listening, collection of feedback and inclusion isn’t a choice, it’s the only way.