The importance of combining excellent products with valuable experiences has been under discussion for years now, shifting from a product-centric to customer-centric perspective. However, just a few companies have fully embraced this transformation, leveraging technologies at best, including automation and artificial intelligence, putting them at the service of people: employees and customers.
The Report presents the level of maturity of Italian companies on the subject, following up on the organizational actions necessary for a successful transformation, the importance of data strategy and supporting technologies, and the most significant trends.
• What is the level of omnichannel maturity of Italian companies?
• What actions have Italian companies taken to involve their employees in the omnichannel transformation?
• What are the best practices introduced by Italian companies to personalize the relationship with customers?
• What are the most widely used technologies?
• What are the current trends in this field?
1. The frame of reference
2. Towards an omnichannel approach: the maturity of Italian companies
3. Human driven Experience
4. Data & Tech driven Experience
5. The expected trends
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