Successfully capturing new business trends
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.
The evolution of global megatrends is driving targeted transformation across the Group’s operations.
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.
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.
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 new Poste Italiane single app.
Our AI-driven transformation is operating at significant scale: over 2 billion parcels processed and more than 3.8 billion transactions analyzed, enabling smarter logistics and marketing personalization. With 119,000 employees and 8,500 financial advisors supported by AI agents, we are enhancing internal efficiency and frontline productivity. 23 million AI-managed interactions reflect strong adoption in client-facing services. Our 23-petabyte data footprint and 91% cloud-native infrastructure provide the foundation for scalable, secure, and cost-efficient AI deployment.
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.
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 new Poste Italiane single app.
Our AI-driven transformation is operating at significant scale: over 2 billion parcels processed and more than 3.8 billion transactions analyzed, enabling smarter logistics and marketing personalization. With 119,000 employees and 8,500 financial advisors supported by AI agents, we are enhancing internal efficiency and frontline productivity. 23 million AI-managed interactions reflect strong adoption in client-facing services. Our 23-petabyte data footprint and 91% cloud-native infrastructure provide the foundation for scalable, secure, and cost-efficient AI deployment.
The global shift toward decarbonization has positioned sustainable mobility as a core component of long-term environmental strategy. Electrification of transportation networks and optimization of delivery fleets are key levers in reducing greenhouse gas emissions. Green fleets support air quality improvement, lower operational costs over the long term, and align with climate neutrality targets, especially in urban environments.
The shift is particularly evident in sectors such as logistics, energy, and transportation, where electrification of fleets, clean energy procurement, and emissions reduction plans are driving operational transformation. These actions not only reduce environmental footprint, but also improve cost efficiency, resilience, and regulatory compliance. Sustainability is thus evolving from a compliance-driven requirement into a source of competitive advantage and long-term value creation.
In the logistics sector, we have made great efforts and investments to build a sustainable and future-proof network, whose work is once again at the centre of our activities:
The shift is particularly evident in sectors such as logistics, energy, and transportation, where electrification of fleets, clean energy procurement, and emissions reduction plans are driving operational transformation. These actions not only reduce environmental footprint, but also improve cost efficiency, resilience, and regulatory compliance. Sustainability is thus evolving from a compliance-driven requirement into a source of competitive advantage and long-term value creation.
In the logistics sector, we have made great efforts and investments to build a sustainable and future-proof network, whose work is once again at the centre of our activities:
- in recent years, the Poste Italiane Group has been replacing the fleet with equivalent electrically-powered vehicles in order to reduce atmospheric pollution. Among companies in the utility sector, Poste Italiane has one of the largest fleets of 100% electric commercial vehicles in the Country. The Fleet Renewal Plan, which had already been activated in 2019 with the aim of replacing the entire fleet of vehicles used for the delivery of postal products with green vehicles, was continued through measures to reduce energy consumption, lower atmospheric emissions, increase safety and increase load capacity for delivery. Poste Italiane demonstrated its commitment to pursuing the plan for the complete renewal of its vehicle fleet, increasing the green component of the fleet itself, through the introduction of electric and hybrid cars and motorbikes;
- regarding the procurement of electricity, the Group continued with the purchase of 100% from renewable sources certified with Guarantees of Origin. A residual share of the requirements was self-produced by proprietary photovoltaic systems.
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.
Poste Italiane is developing new digital payment services, intercepting and driving customer habits in the context of digital transformation, through the creation of innovative products and services that simplify everyday life:
The commitment to digital transformation also continues to provide support to citizens, businesses and PAs in the process of digitising the country. In this context, the Poste Italiane Group consolidates its strategic role, ensuring an effective and efficient link between the various economic and social entities. A concrete example of the Group’s commitment comes in the form of the “Polis Project, Houses of Digital Services”, launched in 2022, with the aim of promoting the economic, social and territorial cohesion of the country and bridging the digital divide in small towns and inland areas, some 7,000 municipalities with a population of less than 15 thousand inhabitants, with post offices that, in addition to providing all postal, logistics, insurance, financial and payment services, also operate as a one-stop shop for digital access to Public Administration services.
The market is very dynamic with many Italians changing energy supplier, resulting in over 8.8 million contracts signed each year and a remarkable switch rate on both power (19.4%) and gas (14.4%). Our goal is to connect services for everyday needs and to further develop our open payment ecosystem.
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.
Poste Italiane is developing new digital payment services, intercepting and driving customer habits in the context of digital transformation, through the creation of innovative products and services that simplify everyday life:
- 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.
- the PostePay ecosystem, combining cards, wallets, and digital banking solutions to facilitate Italy’s transition toward a secure and inclusive cashless economy.“
The commitment to digital transformation also continues to provide support to citizens, businesses and PAs in the process of digitising the country. In this context, the Poste Italiane Group consolidates its strategic role, ensuring an effective and efficient link between the various economic and social entities. A concrete example of the Group’s commitment comes in the form of the “Polis Project, Houses of Digital Services”, launched in 2022, with the aim of promoting the economic, social and territorial cohesion of the country and bridging the digital divide in small towns and inland areas, some 7,000 municipalities with a population of less than 15 thousand inhabitants, with post offices that, in addition to providing all postal, logistics, insurance, financial and payment services, also operate as a one-stop shop for digital access to Public Administration services.
The market is very dynamic with many Italians changing energy supplier, resulting in over 8.8 million contracts signed each year and a remarkable switch rate on both power (19.4%) and gas (14.4%). Our goal is to connect services for everyday needs and to further develop our open payment ecosystem.
Supportive macro and market trends
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.