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Digital Leaders in Italy 2021

“Digital Leaders in Italy 2021” assesses companies’ maturity in digital customer interaction and how well they serve their customers through digital channels.

Industry ranking

Find detailed study findings by industry below - how they perform by digital dimension, compared to the prior year, and it also shows the digital leading companies by industry. Just click on the specific industry bar below to learn more.

Grade scale: 0 (failed), 1 (poor), 2 (sufficient), 3 (good), 4 (very good) and 5 (outstanding)

Telco
3.3
Food retail
2.81
Banking
2.75
Insurance
2.68
Energy
2.65
Consumer products
2.09
Outstanding
very good
good
sufficient
poor
failed

Digital dimensions

This section offers detailed information about the researched company's digital maturity by dimension. Click on the dimension tabs below to learn more. Percentages indicate the share of companies that are utilizing the listed digital criteria as part of their digital customer experience.

Digital product experience
3.26
Digital marketing
2.60
E-commerce
2.19
E-CRM
2.06
outstanding
very good
good
sufficient
poor
failed

Top 10 Digital Leaders in Italy

In our study, all the top 10 companies scored good (3), with no one having very good or outstanding grades. On the other hand, no company failed in the analysis, and just a few got a poor grade. Again, lower ranked companies are from the consumer products industry, traditionally a B2B centered industry. Putting the customer first should not be just a slogan, but it should be a way of thinking and acting for every company. Fortunately, this concept is already at the center of many strategies. The study’s podium is occupied by TIM (3.59), Vodafone (3.50) and Esselunga (3.35). Interesting to notice that Lavazza (3.26), a consumer product company, is part of the top five. This means that even consumer product companies, if they understand the changing customer expectation and they are willing to invest in it, could be forerunners in the offering compelling digital customer experience. Digitally-empowered consumers are redefining the customer experience. Italian companies need to seek new technology, be innovative and dare to change in order to grasp the huge opportunities that digitalization creates.

Digitally-empowered consumers are redefining the customer experience. Italian companies need to seek new technology, be innovative and dare to change in order to grasp the huge opportunities that digitalization creates.

2021
Telecom
3.59
Vodafone
3.50
Esselunga
3.35
Lavazza
3.26
Unipol
3.23
Fastweb
3.16
Enel
3.11
Credit Agricole
3.09
Reale Mutua
3.03
Illy
3.02
outstanding
very good
good
sufficient
poor
failed

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