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The Digitization of Customer Relationships in the Retail, FMCG and Fashion Sectors in Italy

The Digitization of Customer Relationships in the Retail, FMCG and Fashion Sectors in Italy

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Italian Retail, FMCG and fashion companies have a poor understanding of their customers. 28% say they do not have sufficient knowledge and only 11% believe it is very good. The industry's Low level of maturity also includes omnichannel, which is essential to recognize the customer and follow them through different touchpoints to create an integrated experience. From the point of view of security measures taken in developing or integrating data platforms, the sector denotes a severely lagging situation.

Download the report "The Digitization of Customer Relationships in the Retail, FMCG and Fashion Sectors in Italy," produced by Minsait and the Digital Innovation Observatories of the Politecnico di Milano. The report provides an up-to-date picture of the state of the art of Italian companies in the Retail, FMCG and fashion sectors regarding their approach to Customer Experience, the role of different sales channels, online-to-offline integration and cybersecurity.

Le aziende Retail, largo consumo e fashion italiane ritengono di avere una conoscenza poco profonda dei propri clienti. Il 28% afferma di non avere una conoscenza sufficiente e solo l’11% ritiene che sia ottima. Basso livello di maturità del settore anche in termini di omnicanalità, fondamentale per riconoscere il cliente e seguirlo attraverso i diversi touchpoint per creare un’esperienza integrata. Dal punto di vista delle misure di sicurezza adottate nei processi di sviluppo o integrazione di piattaforme dati, il settore denota una situazione di forte ritardo.

Scarica il rapporto “La digitalizzazione delle relazioni con i clienti nei settori retail, largo consumo e fashion in Italia”, realizzato dagli Osservatori Digital Innovation del Politecnico di Milano in collaborazione con Minsait. Il rapporto offre un quadro aggiornato sullo stato dell’arte delle aziende italiane nei settori Retail, largo consumo e fashion in merito all’approccio alla Customer Experience, al ruolo dei diversi canali di vendita, all’integrazione online-to-offline e alle tematiche di cybersecurity connesse.

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    The Digitization of Customer Relationships in the Retail, FMCG and Fashion Sectors in Italy | Minsait