Publications

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    Report 05.14.2020

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

    €190.00
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    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 04.30.2020

    Between web and retail, the tourist you would not expect

    €190.00
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    The Report sums up behaviour and requirements of Italian travellers to analyse how the entire tourism supply chain – from production to the distribution of Travel – is tackling the digital and human innovation challenge.
    Observatory Digital Innovation in Tourism
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    Report 04.03.2019

    Omnichannel Customer Experience: the way to maturity

    €190.00
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    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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    Report 04.02.2019

    The Italian Digital Route to the Future of Tourism

    €190.00
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    The impact of digital technology on the tourism sector continues to increase. At all levels of governance, companies need to acquire the best digital competence to attract and manage tourist flows and guarantee an excellent and lasting experience. The assets available are considerable, but they have not yet been fully appreciated: in-destination activities, food and agri-food, art and culture, fashion and design, sport and entertainment, nature. How should the players compete to attract the flow of digital tourists?
    Observatory Digital Innovation in Tourism
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    Infographics 01.24.2019

    The Italian Digital Route to the Future of Tourism

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    The impact of digital innovation on the tourism sector in Italy is increasingly relevant in all processes, not just for purchasing tourism products. How can stakeholders in the sector attract tourist flows and guarantee an excellent and long-lasting travel experience? What do tourists do in their travel destinations? Which trends will have the greatest influence on the world of travel in coming years?
    Observatory Digital Innovation in Tourism
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    Infographics 11.28.2018

    Omnichannel Customer Experience: the road to maturity

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    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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    Slide Booklets 02.10.2017

    The Digital Tourist Journey: a study of “Digital Tourist” behaviour

    €110.00
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    The report analyses the behaviour of the Italian Digital Tourist throughout all customer journey stages (pre-journey, in-travel, post-journey).
    Observatory Digital Innovation in Tourism
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    Report 02.06.2017

    The digital Tourism market in Italy in 2016

    €110.00
    +vat
    The Report analyses the Tourism sector in Italy focusing both on the demand (Italian digital Tourist, Business Travel) and on the offering (Travel agencies, Hospitality Facilities, Food services, Startups), highlighting size as well as trend.
    Observatory Digital Innovation in Tourism
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    Infographics 02.03.2017

    Technologic and digital innovation for ever more SMART logistics

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    What are the main figures and scenarios of third party logistics in Italy? What are the new paradigms and services within the logistics offering? In the shift from multichannel to omnichannel, what are the possible logistics models and their integration with traditional channels? What are the evolution scenarios? Which technologic and digital innovations are changing the face of logistics today?
    Observatory Contract Logistics “Gino Marchet”
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    Infographics 10.14.2016

    Digital Tourists race …. Deals chase

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    Digital innovation is transforming tourism, and Tourists all over the world are more connected and interactive. How can Tourist behaviour be changed? And what about Business Traveller behaviour? Is the offering keeping up with current changes? Will new Big Players have an increasingly relevant role?
    Observatory Digital Innovation in Tourism
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    Report 11.10.2015

    Tourism? ... The Digital Traveller

    €110.00
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    In the report, the sector of tourism in Italy is analysed with focus on: size and trends of the digital markets; the behaviour of the Italian digital tourist; the role of the digital system in travel agencies; Italian hospitality facilities and destinations. Additionally, we considered the various digital tools used in Italian agencies to manage business travel. Data gathered from the market and current trends led to high level critical analysis to pin point the strategic importance of innovation and digital tools.
    Observatory Digital Innovation in Tourism
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    Infographics 10.09.2015

    Tourism? ... Let's travel digitally

    FREE
    The tourism market is continuing to grow in Italy (up by 3%), driven in part by digital channels, which made 9.5 billion Euros in 2015 (up by 11% on 2014), with nearly one fifth of transactions being through internet. Much has been achieved, but more is possible. How? For example, by understanding when, where, and how tourists use internet.
    Observatory Digital Innovation in Tourism
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