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Poste Italiane

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Digitalization and evolving consumer behavior

Since 2017 we are transforming Poste from a traditional mail focused operator into an omni-channel platform company positioning the business for sustainable growth and profitability.
Poste Italiane has embarked on a process of transformation, as part of the Strategic Plan 2024-2028 “The Connecting Platform” and aims to connect citizens, companies and the Public Administration by distributing products and services with an omnichannel model that allows clients to be served through the channel they prefer.

Evolving client behaviors demand an integrated, omnichannel approach, Poste Italiane is playing a key role in supporting Post Offices together with the physical points of Third-party Networks in engaging customers and managing their daily needs.

The development of the new SuperApp, aims to create the technological infrastructure on which all Poste Italiane services will converge to offer customers a single point of access. The new app adapts to the behaviour, digital channel usage habits and needs of the individual client thanks to a high degree of customisation, also supported by Artificial Intelligence, and is based on customisation logics such as dedicated functionalities, relational model, content and visual identity, as well as on a multitude of elements that can be combined together.
 

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