In e-commerce, delivery is much more than an operational step: it is a moment of connection, anticipation, and emotion. It’s where the brand promise becomes real.
During the workshop, we will share how Poste Italiane is rethinking this crucial moment by starting from what truly matters: the recipient’s experience.
By leveraging tools that offer greater freedom and control – such as the ability to choose delivery times and methods – delivery becomes simpler and more intuitive. An extensive network of pickup points brings the service closer to everyday locations, making it accessible and flexible.
Moreover, by listening carefully to what recipients genuinely experience – from emotions to tangible feedback – we transform every delivery into an opportunity for learning and continuous improvement.
Because today it is no longer just about delivering parcels: it is about building experiences that generate trust.
Customer experience as a driver of growth.