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.
outstanding
very good
good
sufficient
poor
failed