The current context is shaped by technological and social evolutions that profoundly change the ways we live and work, such as the increasing spread of mobile devices, the importance of social media, the expansion of e-commerce, and the development of artificial intelligence. This is why our strategy is based on continuous innovation, so that we can anticipate and drive change along the entire value chain, supporting the Country’s growth.  
 
For us, innovating means: 
 

• responding to the evolving needs of citizens and businesses with new technologies and solutions, offering our customers a unique and distinctive experience
• positioning ourselves as a driver of innovation and digitalisation for the Country, ensuring that our services are accessible through a strategy that reaches customers both through increasingly advanced physical locations and by enhancing digital channels.  

Innovation and digitalisation are key strategic drivers for us. We aim to be an integrated and sustainable platform serving citizens, businesses and the public administration.  

To achieve this goal, we are working in two closely related areas: innovation and digitalisation of products and services on the one hand, and modernisation of internal processes on the other.

Innovating our services results in an integrated ecosystem of physical and digital solutions designed to meet the needs of citizens, businesses and the public administration. This is the case with PostePay, a leading player in the transition to digital payments, offering increasingly sustainable cards. Or Poste’s consolidated role in the PagoPA system, supporting the digitalisation of the public administration and connectivity services. Also in the logistics sector, technological innovation drives the efficiency of hubs and buildings, reducing their environmental impact.

This evolution is made possible by process transformation, geared around a company-platform model that connects people, companies and institutions through a widespread and accessible digital network. The goal is to ensure a simple and inclusive experience for everyone (including non-digital natives) through intuitive interfaces, support services and tutorials. 

Our customer service agents handle more than 40 million contacts per year, providing support for all our business sectors. They must therefore constantly have up-to-date information on our products and services, made available by the individual business units or Group companies. 
 
To broaden the base of customers who can access support, optimise response times and make the work of our operators easier and more effective, we have started to use generative artificial intelligence.  
 
We have done so in line with our core values: proximity, inclusion, and respect for people. This has resulted in ‘AI Know – di generazione in generazione’, our new knowledge management system based on artificial intelligence, designed to make it easier for staff to assist customers and to meet customer demands in all business areas. The name incorporates ‘AI’ into the words ‘I know’ because the focus is on collaboration between human and artificial intelligence. 
 
Through a chat, operators have access to the most up-to-date information on products and procedures in real time, while continuing to play a central role in ensuring the quality and accuracy of generated content: the continuous provision of feedback allows for constant improvement in responsiveness.  
 
Launched in spring 2024 for financial services, AIKnow is gradually being rolled out to all our business segments. 
Since its launch, AIKnow has generated more than 1 million interactions, with an accuracy level of 94%.

An increasing number of everyday tasks are carried out using digital tools. This is why we have initiated a profound transformation of our offer and service model, in particular through the adoption of cloud solutions, artificial intelligence and a next-generation data platform. 

To constantly improve the quality of our products and services, we have adopted a structured system of interaction with our customers: 
 

• we have implemented various methods to collect consumer feedback 
• we have adopted a complaints management system that can be accessed by anyone, including the most vulnerable. We constantly monitor the complaint rate for each business area to quickly identify and correct malfunctions and failures 
• we provide our customers with specific digital and paper-based channels to communicate their needs or reports 
• in line with our values of proximity and security, we are transforming our commercial website Poste.it, with the aim of using an increasingly simple and accessible language and making certain functions, such as tracking shipments or finding physical points of contact, more user-friendly.  

Since 2023, we have been developing a single app that covers all our services. Designed as a bridge between our physical channel and the digital world, the new app allows you to purchase and manage cards, current accounts, postal vouchers, savings accounts, insurance policies, electricity and gas supply, and telephone services, all in one place. The app also allows our customers to book an appointment at a post office, send mail and parcels, track shipments and pay bills.  

The Poste Italiane app is simple, intuitive and highly customised. It incorporates generative artificial intelligence for the first time. It will be constantly improved and developed so as not to focus only on Post Office services, but also to include features related to the public administration, facilitating the use of all the services available in the Post Office today.   

In 2024, our app ranked first in terms of store downloads among apps in the Finance category, and received a user rating of 4.8 out of 5. The new app was also voted 2024 Product of the Year in the ‘App - Simple Experience’ category.

We regard the security of data and operations as a priority. We constantly work to ensure a resilient digital ecosystem that can respond to incidents in a timely manner and guarantee a continuous service, while protecting consumer information. 

We continually provide training to develop our people’s awareness of potential risks: from 2022 to 2024, we involved 35,000 employees in our cybersecurity programme.  

In 2024, our Fraud Prevention Centre, operating 24 hours a day and comprising 100 specialists, monitored and protected transactions carried out both in post offices and through digital channels, foiling fraud attempts with a total value of 25 million euros. 

Preventive and mitigation measures taken to protect personal data:
 

• proactive monitoring and management of vulnerabilities through Critical System Exposure tools, Penetration Tests and security audits
• cyber Threat Intelligence and Information Sharing, for the early identification of emerging cyber threats and the prevention of potential attacks
• brand Protection, aimed at preventing fraudulent use of the company brand and the risk of consumer fraud
• incident management and immediate response in the event of data compromise, to minimise the impact on users
• staff awareness and training, in order to reduce the risk of human error, which is often the primary cause of security breaches.