Successfully capturing new business trends
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 SuperApp, aims to create the technological infrastructure on which all Poste Italiane services will converge to offer customers a single point of access. The 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.
The evolution of global megatrends is driving targeted transformation across the Group’s operations.
Megatrend
Artificial Intelligence is a transformative force reshaping economies and operating models across sectors. AI supports productivity gains, cost optimization, and new value creation, particularly through hyper-personalization and real-time decision-making. As AI systems become more accessible, they are also instrumental in bridging digital divides and driving inclusive innovation.
AI is rapidly becoming a critical enabler of transformation — from finance and risk management to supply chain optimization and customer service. Its ability to extract actionable insights from unstructured data improves decision accuracy and operational agility. As regulatory frameworks begin to define standards for ethical and responsible AI use, companies that invest early in governance and transparency will gain a strategic edge in stakeholder trust and compliance readiness.
In recent years, Poste Italiane has embarked on a path of profound technological and digital transformation by investing heavily in technological intensity, the ability to adopt exponential technologies, in its infrastructure and organisation as quickly as possible.
Thanks to the significant technological investments made over the years (e.g.: Cloud and Edge Computing), to date the Group has the largest technology infrastructure in Italy distributed throughout the country. This infrastructure is the basis for the huge omnichannel service and relationship platform that has enabled 25 million daily customer interactions through physical channels (Post Offices, postmen, third-party physical networks) or digital channels (apps and web) and, by leveraging its extensive coverage throughout the country, aims to make artificial intelligence inclusive by ensuring it reaches its people, its customers, and the country system.
To make Artificial Intelligence fully scalable and sustainable, Poste Italiane has embarked on a path towards an advanced technological platform, based on three fundamental pillars:
- The first pillar concerns the evolution of the Digital Core, namely investment in the digital modernisation of technological infrastructure;
- The second pillar concerns the creation of the Corporate Knowledge Digital Twin, aimed at establishing a structured and easily accessible digital twin of the company’s semantic assets (data, processes, procedures);
- The third pillar involves the implementation of an Agentic AI framework, which enables the transition from passive models to fully autonomous agents capable of reasoning, planning and acting proactively.
Poste Italiane also pays special attention to social issues related to the use of AI and has carried out a project to draw up an Artificial Intelligence Ethics Manifesto, on the assumption that ethics is the key to moving from innovation to sustainable development.
Another area of application is advanced voice interaction enabled by generative AI; in order to ensure maximum accessibility and inclusiveness for all customers, an AI-supported telephone booking service was created that allows anyone to have a conversation in a natural way and easily make an appointment. The aim is to extend this technological asset to other areas to process requests such as tracking a parcel or requesting the blocking of a payment card.
Finally, in marketing, the use of AI aims to ensure the best customer experience based on the individual’s characteristics and context, both reactively (e.g. assistance) and proactively (e.g. application of behavioural triggers) and, in this context, generative AI algorithms are being integrated to hyper-personalise the experience on the SuperApp.
The Group has adopted policies to manage impacts, risks and opportunities related to climate change mitigation, adaptation and energy consumption. To this end, the Group has adopted an Environmental Sustainability Policy, which formalises Poste Italiane’s commitment to promoting environmental protection throughout its value chain.
With the aim of consolidating the European Union’s commitment to the issues of environmental and social sustainability, in June 2020, EU Regulation no. 2020/852 (Taxonomy Regulation) was published in the Official Journal of the European Union, which establishes the criteria through which it is possible to determine whether an economic activity can be considered environmentally sustainable.
In 2025, the Poste Italiane Group also maintained the certification of its Environmental Management System, adopted and certified in accordance with ISO 14001, for all sites in Italy with an applied number of employees greater than 300. The main Group companies have also adopted and obtained third-party certification of their own Environmental Management System, certified according to ISO 14001, which includes procedures and operating instructions to establishing guidelines and operational processes for managing identified environmental aspects and impacts. The objectives identified and their achievement are periodically verified and defined in the management systems review, as well as in periodic monitoring and control activities.
The approach adopted by the Poste Italiane Group to environmental sustainability is inspired by these principles:
- efficiency in the use of resources necessary to carry out business activities, whether on its own or through suppliers and business partners;
- innovation to support a low-carbon economy, through dematerialisation of processes, products and services;
- prevention and reduction of the impact on the environment, including through the analysis of potential environmental risks that are important for Poste Italiane, as well as through the reduction of waste produced and the elimination of waste, with a view to approaching the principle of circular economy;
- promotion of environmental culture, both through its own corporate volunteer network, encouraging employees, partners and, in general, all counterparts to adopt virtuous behaviour and collaborating with nationally recognised environmental associations, supporting targeted projects that can constitute reference practices.
The payments industry is undergoing major changes related to the advent of new technologies and the development of Artificial Intelligence, as well as the proliferation of relevant legislation and regulations (e.g. the European Payment Services Directive - PSD2).
The rise of contactless, mobile, and instant payment solutions reflects a move toward frictionless, secure, and data-rich transactions. This megatrend fosters financial inclusion, enhances transaction efficiency, and opens new opportunities for innovation in financial services and beyond.
Moreover, the shift toward cashless economies enables stronger anti-money laundering compliance, real-time data monetization, and the development of embedded finance models. Payment infrastructure is becoming a strategic asset in the broader platform economy.
During 2025, numerous functionalities were introduced and consolidated to make payment and financial transactions through digital channels easier, faster and safer:
Introduction of instant and free permanent and deferred bank transfers, with the option of changing maximum amounts and automatic verification of correspondence between IBAN and beneficiary, in line with European legislation that came into force on 9 October 2025;
- sending push notifications and in-app alerts to remind of recurring payments due on financial statements;
- contact directory optimisation to support bank transfers, postal orders, in-app top-ups, and tax deduction transfers, with advance viewing of IBAN and bank (or card) number, automatic suggestions, and assisted compilation;
- extension of cardless withdrawals to LIS points of sale;
- activation of international money transfers using the Western Union feature;
- enabling the payment of the passport payment slip, starting from December 2025.
The Italian payment cards market in the first nine months of 2025 show a total domestic value of card transactions of approximately €360 billion, up 7.4% compared to the first nine months of 2024 and confirming the continued expansion of digital payments in Italy.
The number of transactions grew by 13.2% over the first nine months of 2024 to €8.9 billion, a sign of an increasingly consolidated daily use of cards, also thanks to more widespread use of digital payments by merchants (e-commerce and contactless Debit card payments).
Supportive macro and market trends
The postal market continues to undergo a period of change linked to the digital transformation, which, on the one hand, leads to a continuous structural decline in traditional mail volumes, stimulating the emergence and development of new digital communication markets (e-substitution), and, on the other hand, to an increase in the volume of parcels sent thanks to the growth of e-commerce, also enabling synergies for the proposal of end-to-end solutions within Contract Logistics.
Escalating international geopolitical tensions, with particular reference to developments in the Middle East involving the United States, Israel and Iran, contributed to increased volatility in the financial markets. In accordance with ESMA communications, the Group has analysed the effects of these developments on its financial position, profit or loss and cash flows, as well as on the main estimates and assumptions used in preparing the financial statements. Based on the analyses carried out, there are currently no significant impacts or evidence of impairment of the assets recognised in this Report.
The evolution of the macroeconomic environment and financial markets will continue to be monitored, assessing any prospective effects that may arise in future reporting periods.
In Insurance Services, Poste Italiane aims to establish itself as an insurance operator capable of serving all customers’ investment and protection needs.
During 2026, the Group will be engaged in reorganising its businesses. Within BancoPosta, a “Financial Hub” will be set up, which will include the payments business, aimed at strengthening the customer-centric strategy, providing a single, integrated platform designed to meet customer needs through a wide and coordinated range of financial products and services. The reorganisation is aimed at strengthening the Group’s two ecosystems, dedicating the PostePay brand to all customers’ everyday needs (current accounts, prepaid cards, loans) and maintaining BancoPosta’s current role for long-term wealth management needs (postal savings, asset management, insurance products).