Journey Automation - Digital Transformation in the Wellness Industry

This thesis explores my internship experience at Technogym SPA, where I was part of the Mywellness CRM team during the launch of a new digital product, Journey Automation. Upon joining, the product was in the beta testing phase. My primary role involved engaging with customers, gathering feedback, and identifying areas for improvement. I actively participated in the development phase, which included discussions with team members and clients. The research delves into the challenges and successes encountered during the beta testing phase and the subsequent product release. It analyses the marketplace of Journey Automation, examines the feedback collection processes, the collaboration between teams, and their impact on the product’s evolution. Additionally, the thesis highlights the collaborative efforts within the team, emphasizing how a cross-functional approach contributed to the launch. The findings shed light on the significance of user feedback in refining digital products and the role of effective communication within a development team. Through real-world examples from Technogym’s Mywellness CRM project, this thesis contributes valuable insights for organizations navigating the complexities of digital product development and customer engagement.