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.
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.
Megatrend
There are growth opportunities in parcels and contract logistics.
The domestic parcel market growth continues to be steady, even after the pandemic phase. The B2C market will continue to grow at a high-single-digit rate, outpacing B2B in terms of size by 2024. In Italy, B2C parcels per capita are still lower than the European average by over 30%.
The international market is growing with high margins and can be accelerated through strategic partnerships.
The contract logistics market is also trending upwards, mainly fuelled by parcels. As a very fragmented market, we believe there are tangible growth and consolidation opportunities around solid operators.
The domestic parcel market growth continues to be steady, even after the pandemic phase. The B2C market will continue to grow at a high-single-digit rate, outpacing B2B in terms of size by 2024. In Italy, B2C parcels per capita are still lower than the European average by over 30%.
The international market is growing with high margins and can be accelerated through strategic partnerships.
The contract logistics market is also trending upwards, mainly fuelled by parcels. As a very fragmented market, we believe there are tangible growth and consolidation opportunities around solid operators.
Macro-economic evolution with a mix of mild inflation, stable and slightly lower rates is creating a benign environment for growing savings and investments fees and improving visibility on our investment portfolio revenue stream.
Clients are changing habits when dealing with financial transactions and management of their wealth so it’s necessary to develop an omnichannel service model to address these changes for instance, our SuperApp will help clients to have seamless experiences with Poste Italiane and ensure we have everything they want in one place.
Clients are changing habits when dealing with financial transactions and management of their wealth so it’s necessary to develop an omnichannel service model to address these changes for instance, our SuperApp will help clients to have seamless experiences with Poste Italiane and ensure we have everything they want in one place.
The moderate expected increase of Italian GDP, coupled with the ongoing normalization of inflation, will contribute to the increase of financial wealth and disposable income of Italian families.
Furthermore, the end of zero-interest-rates policies by Central Banks is creating a much more favourable environment for our Life Investments & pension business.
Furthermore, the end of zero-interest-rates policies by Central Banks is creating a much more favourable environment for our Life Investments & pension business.
Even after the great acceleration in digital payments during the pandemic, their share at 40% of total spending is still relatively low compared to European standards, showing significant growth potential, with an expected annualised growth rate of above 7% over the plan period.
Our expected growth is even higher, as we are a key player in the e-commerce space. This market represents a fast lane avenue given the low e-commerce penetration compared to other countries.
Our positioning of Postepay will give us a further advantage over our competitors to seize additional opportunities, overperforming the market.
Our expected growth is even higher, as we are a key player in the e-commerce space. This market represents a fast lane avenue given the low e-commerce penetration compared to other countries.
Our positioning of Postepay will give us a further advantage over our competitors to seize additional opportunities, overperforming the market.