Massimo Marioni
Moderator
Sessions (2)
Sessions featuring Massimo Marioni at HumanX Amsterdam 2026
The Future of CX: Building Human-Centered Experiences
The panel examined how AI can improve customer experience by reducing anxiety, complexity, and fragmentation rather than simply cutting costs. Heathrow’s AI concierge and data platform illustrated how connected digital-physical journeys can provide timely information, while Abby Gudet argued that customer-centricity depends on operating models, cross-functional collaboration, and deep customer research.
Building AI Search Without Breaking the Open Web
Jim Lanzone framed Yahoo’s turnaround around product quality, 700 million monthly users, and a renewed mission to be “the trusted guide to the Internet.” He introduced Yahoo Scout, a beta AI answer engine built from Yahoo’s search data, knowledge graph, publisher relationships, vertical data, and personalization assets.