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Luca Bassignani

Interview with the Smart Workplace Director of Engineering.

Luca Bassignani works within the Eng Cloud division, where he oversees the design, delivery, and management of services that support businesses in IT governance, developing strategies to enhance user experience.

With over 25 years of experience in the IT sector, he has held various leadership roles in project and service management, eventually heading teams dedicated to technical and operational support on a national scale.

At Eng, Luca guides Workplace Management services, contributing to the growth and evolution of end-user solutions in both domestic and international markets.

He currently leads a team that provides integrated solutions for End User Services and has more recently assumed leadership of Digital Workplace initiatives, which include Service Desk, Workplace Management, RPA, and digital workspace management, supporting more than 200 clients.

1. HOW HAS THE CONCEPT OF THE “WORKPLACE” EVOLVED IN RECENT YEARS, AND WHAT ARE TODAY’S PRIORITIES FOR MAKING IT TRULY SMART?


The concept of the workplace has undergone a significant transformation.

We no longer speak only of "workstations," but of flexible, tailored, and extended digital ecosystems. Hybrid work models and device-agnostic access are now standard, and companies must ensure seamless, consistent digital experiences.

In this context, collaboration tools, secure data access, and cloud scalability must be combined with usability and operational efficiency.

Today’s Smart Workplace is not defined solely by technology, but by its ability to place people at the center, empowering them to work better, more securely, and more productively.

2. AI IS NOW AN INTEGRAL PART OF HOW WE WORK. HOW IS IT TRANSFORMING IT SERVICE DESK OPERATIONS?


What was once seen as a purely reactive service has now evolved into something proactive, intelligent, and increasingly autonomous.

At the core of this transformation is the adoption of advanced solutions such as our AI-Powered Virtual Service Desk, which enables real-time support.

These virtual agents, powered by Generative AI models like EngGPT, interpret user requests, resolve common issues independently, or automatically generate and route tickets to the most appropriate support teams using sophisticated Intelligent Routing mechanisms.

Our approach is deeply human-centric: we believe in a virtuous collaboration between AI and people - where AI enhances human work without replacing it.

3. HOW DO YOU BALANCE THE PUSH FOR AUTOMATION WITH THE NEED FOR HUMAN INTERACTION IN DIGITAL SERVICES?



Real value lies in balanced integration. In the models we implement, AI autonomously handles simple, repetitive requests, allowing human agents to focus on high-value tasks where empathy, listening, and analytical thinking are essential.

This is the essence of the human-in-the-loop approach, where AI doesn't replace people but amplifies their capabilities.

Virtual agents suggest responses, documentation, and actions in real time, improving operational efficiency and service quality. They also play a preventive role, leveraging predictive capabilities and continuous insights to avoid issues before they occur.

The result is a smarter, faster, and more personalized IT support model that significantly enhances the workplace experience - boosting trust, independence, and productivity.

4. WHAT IS THE RIGHT PATH TO TRANSFORMING A DIGITAL WORKPLACE? WHERE SHOULD COMPANIES START, AND WHAT PITFALLS SHOULD THEY AVOID?


A holistic, structured approach is essential. The first step is a thorough assessment of the current environment - covering infrastructure, applications, workflows, security levels, and above all, users’ real needs. From there, a clear and actionable transformation plan should be developed, integrating technology, governance, change management, and training.

Eng’s methodology is rooted in this multidimensional analysis, ensuring that the digital workplace is aligned with both business processes and user expectations.

Success depends on balancing technical excellence with strategic vision and continuous user engagement. It’s vital to support people through the change, simplify tool adoption, promote new digital behaviors, and track results over time. This is how to avoid the two most common mistakes: deploying technology without a clear vision, or focusing solely on efficiency at the expense of user experience.

A successful digital workplace must be not only high-performing, but also inclusive, secure, user-friendly, and capable of evolving over time.

5. LOOKING AHEAD, WHAT WILL THE SMART WORKPLACE OF THE FUTURE LOOK LIKE? WHAT CHANGES CAN WE TRULY EXPECT?


The Smart Workplace of the future will be increasingly autonomous, intelligent, and predictive.

AI-driven self-service platforms will become the norm, capable of anticipating and resolving issues without human intervention.

However, the real shift will be cultural: organizations will need to invest in upskilling and reskilling to ensure that people are ready to collaborate with technology rather than be overwhelmed by it.

The future won’t be just about technology, it will be human-centered and adaptive, focused on user experience and driven by continuous innovation.

 

Today’s Smart Workplace is not defined solely by technology, but by its ability to place people at the center, empowering them to work better, more securely, and more productively.

Luca Bassignani Smart Workplace Director of Engineering

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