Transforming customer experience across the world

We spoke to Silvia Tarricone, Managing Director UK & Germany and Chief Strategy Officer (Northern Europe). Silvia shares how they're helping organisations harness data and AI to transform customer experience, and why Harper James has become their go-to legal partner.

Understanding customers in a digital-first world

Assist Digital is a consultancy that helps organisations strengthen relationships with their customers through digital innovation and behavioural insight. The team designs and delivers end-to-end customer experience programmes that connect strategy, design, data, and technology. Combining business consulting, voice-of-customer, data analytics, and experience design with strong delivery capabilities, Assist Digital helps brands transform how they engage with their customers - across channels, touchpoints, and moments that matter.

“Our mission is to help organisations build stronger, more meaningful relationships with their customers,” explains Silvia. “We design and optimise customer experiences by combining behavioural insights, data-driven strategies, and digital products,  from rethinking service models and user journeys to implementing AI-powered tools that make customer operations smarter and more human.

The person behind the strategy

Silvia drives the strategic alignment of European markets, working with C-level leaders to foster growth, integration, and shared value. 'My focus is on connecting markets, strengthening collaboration, and shaping a common direction for sustainable growth,' she explains."

Why Assist Digital?

Silvia was drawn to Assist Digital’s forward-looking mindset — where strategic foresight meets hands-on transformation. Her focus this year is on data and AI, working with executives to turn possibility into purpose.  'My goal is to help organisations connect the strategic potential of data and AI with the practical steps needed to realise it,' she explains. 'It’s about aligning vision, capability, and impact.'"

Navigating growth and change

The past 12 months have brought rapid growth, cross-border collaboration and new client programmes. The challenges? Economic and political uncertainty is influencing client investment decisions, plus the fast pace of AI and regulatory change. “Every day is dynamic; the key is to stay proactive and top-of-mind with concrete impact for customers,” Silvia says.

On the people side, Assist Digital has expanded its UK capability and diversified its talent base, supported by streamlined immigration and employment processes. Practical, plain-English legal input has helped the team move faster on complex matters, from sponsorship licensing to day-to-day HR queries.

What’s next for Assist Digital?

More international integration across Northern European markets, and deeper, pragmatic adoption of data and AI for clients. The focus: turning cutting-edge tech into straightforward, value-adding customer experiences at scale.

What’s your best piece of advice?

Silvia’s mantra: “In every challenge there’s an opportunity.” She stresses resilience and a can-do attitude as essential leadership pillars. Despite working in the technology and customer experience sector, Silvia emphasises the irreplaceable value of human expertise: "People still need people, and they need people more than ever before. Life is much trickier, complex, and faster-moving. People need that human touch."

Working with Harper James

Assist Digital first engaged Harper James via a referral from another of our clients, and stayed for the specialist quality and consistency across topics. “As consultants, we expect the same level of service we deliver to our clients. Harper James matches that: specialist lawyers, professional, and the right commercial formula,” says Silvia.

“We value the speed and practicality of advice - clear emails, actionable steps, and confidence to act quickly on a variety of legal issues. It feels like an extension of our team.”

Working with Harper James's immigration specialist, Fozia Iqbal, has proved transformative. "The immigration process is really complex," Silvia explains. "Fozia's guidance has been invaluable; we would not have been able to recruit the talent we have without her support."

The impact has been significant. "Against the trend of what's happening with immigration changes, we've been able to secure some really top talent. The diversity this has brought to our team is amazing."

Why our pricing works

Silvia is positive about the subscription model: predictable costs and freedom to “sense-check” with a lawyer without new engagement admin every time, ideal for a growing, fast-moving business.

Final thoughts

“Harper James gives us peace of mind,” Silvia says. “That lets us focus on growth, our people and creating the next generation of customer experiences.”