Publications

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    Report 05.14.2020

    Bowling for a strike with Omnichannel Customer Experience: we can topple barriers!

    €190.00
    +vat
    In 70% of the large and medium-large companies analysed in this Research, top management are talking about omnichannel, although in many cases without a clear formalization of objectives and strategies. This highlights how there is widespread awareness of the importance of managing the different channels for relating with customers in an integrated way, but at the same time, it is still very hard to put into practice due to the many barriers to overcome.
    Observatory Omnichannel Customer Experience
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    Report 04.03.2019

    Omnichannel Customer Experience: the way to maturity

    €190.00
    +vat
    The goal of the Report is to present in detail the pillars of reference at the base of a company transformation in omnichannel terms (Strategy and Vision, Organization, Data, Technology), outlining how companies should be structured and change the organization to ensure users have an integrated and consistent experience across different touchpoints. The report also provides a description of the goals and possible benefits of an approach of this type and related result measuring KPI.
    Observatory Omnichannel Customer Experience
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    Infographics 11.28.2018

    Omnichannel Customer Experience: the road to maturity

    FREE
    Consumer purchases are increasingly made through a variety of channels, at any time and place. To face these changes Italian companies are required to develop Omnichannel Customer Experience strategies, rethinking and integrating touchpoints and designing data-driven marketing, communication, and sales initiatives. The infographic shows the “pillars” on which a mature customer relationship strategy must be founded.
    Observatory Omnichannel Customer Experience
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    Infographics 02.25.2016

    Export & Digital: not a bad combination

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    Export is an important driver of Italian economy and represents a strong development opportunity for domestic business organizations. Though Export is very widespread in Italy, with about 20% of manufacturing companies (89,000) active on international markets, there are ample still unfulfilled opportunities, underdeveloped channels and opportunities to be grabbed. In particular, digital channels are not much used yet. Italian consumer goods Export happens primarily through traditional channels, with the intermediation of local importers or physical local retailers and privately owned shops
    Observatory Digital Export
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    Report 07.21.2015

    Mobile Banking: an app for everyone

    €110.00
    +vat
    Banks were among the first players to recognise that the diffusion of mobile devices was exceptionally far-ranging, while being those most affected by the changes in the field. This meant that they had to evolve in terms of their offer strategy, providing banking services calibrated to the upgraded profiles of their customers.
    Observatory Other
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