STRATEGIES, TECHNOLOGIES AND TRENDS TO CREATE CUSTOMER-CENTRIC EXPERIENCES

The retail sector is undergoing an unprecedented transformation, driven by evolving consumer expectations and the introduction of emerging technologies that are redefining how companies interact with their audiences. In this context, the customer has become the cornerstone of business strategies, and companies are being challenged to keep pace with change in order to continue thriving.

We will address key topics such as:

• The evolution of consumer behavior: how digitalization, omnichannel strategies, and personalization are changing the way people shop.

• Technologies that support customer-centricity, including artificial intelligence, big data, chatbots, and augmented and virtual reality solutions.

• The importance of customer experience: how speed, convenience, and in-store design are redefining the concept of the “shopping experience.”

• Sustainability and ethical awareness: integrating sustainability into business strategies and responding to consumers’ growing focus on corporate ethical behavior.

• The challenges and opportunities of integrating physical and digital worlds in an increasingly interconnected environment.

To enrich this analysis, we interviewed retail industry experts who share their insights and experience:

• Carmine Perna, CEO of Mondadori Retail, who will share his experience in managing the largest bookstore chain in Italy, offering an overview of how a consolidated brand is adapting to changes in the retail market.

• Davide Tavaniello, CEO of Hippocrates Holding, will provide his perspective on technological innovation and how his company is addressing new challenges in merging physical and digital experiences.

• Laura Schiatti, Country Marketing Manager at IKEA, will delve into the theme of customer centrality in marketing strategies, highlighting how successful companies are increasingly attuned to consumer needs and expectations.