In this regular feature, we sit down with a member of the 2.0 & Partners team, to find out a bit more about who they are, what they do, and how they do it.
In this edition, we meet 2.0 & Partners Operation Specialist Roberta Coletta.
Please tell us about your journey to join 2.0 & Partners?
I joined 2.0 & Partners in July 2022 and started as a member of the Strategic Mystery Shopping team in Rome Fiumicino Airport. In 2023, thanks to [2.0 & Partners Head of Customer eXperience Management – Italy] Erika, who believed in me, I had the opportunity to become an Operation Specialist for the company. In 2024, I joined the company full-time and began working on our e-learning projects (both Onboarding and App content). Today, I am proud to say I have been given the possibility to expand our CXM services abroad, working side by side with Vittoria.
Please outline your role with the company?
I am an Operation Specialist, with a focus on our e-learning content and the expansion of our CXM services, such as Strategic Mystery Shopping, in European Airports.
What do you think makes travel retail such a special marketplace?
If someone happens to be at the airport, then they are most likely about to travel, or are already doing so. If you think about it, travel – especially hovering mid-air in a plane – is something quite out of habit for human beings; that’s why I believe travel retail can be defined as a world of its own.
Perceptions are different from what you feel and experience when visiting a store downtown. Understanding what a client wants can be quite a challenge in any situation, but travel retail is a world all to itself; passengers can be in a rush, fearful of missing their plane, excited for an upcoming trip, irritated if their plane is delayed. All of this only arises in this market and it makes the stakes so much higher.
When it comes to Customer eXperience Management (CXM), being able to provide the best possible service, even when you’ll likely see a given client only once in a lifetime, can make a huge difference to the whole travel experience. I firmly believe that being able to have an insight on what happens during the sales process is crucial for airports and this is what our Strategic Mystery Shopping service is about.
What have been the highlights of your time with 2.0 & Partners?
I would most definitely say that joining 2.0 & Partners in the first place was the highlight of my time with the company. Since 2022, I have been constantly given the opportunity to learn, grow, improve and put myself out there. If I look back on it and on how it all started, I can’t help but feeling blessed and grateful to the whole team for believing in me.
What does a normal day look like for you with the company?
Depending on the specific moment of the month, what I generally do is I arrange Mystery waves; so I get in touch with our consultants, we set the dates for the survey and then I proceed buying tickets and booking hotels when necessary. When this is done, I help our CEO Fabio Bernardini with our e-learning contents. In the second half of the month, I proceed with a first review of all the reports our consultant send in and I make sure everything is on point so that Erika can proceed with her final review, drawing up our General Report. No matter the time of the month, my normal working day means at least one phone call with Erika.
What are your hopes for the business in 2025?
My biggest hope for the business in 2025 is for our CXM unit to grow even more. I firmly believe we are a skilled, strong and driven team and we most definitely know how to provide an outstanding service to airports – not only when it comes to Strategic Mystery Shopping, but also with our Academy services as those go hand-in-hand – and it’s the right time for us to show it abroad.
