From the analysis carried out for the “Together 2023-2025” strategic plan, structured with the support of Deloitte, it emerged that 74% of Italians have already made phygital purchases in 2021 and 91% consider the experience very satisfactory
BetterThis, a leading company in the multi-channel customer experience sector, revealed during the presentation of the 2023-2025 strategic plan, which took place in Deloitte’s Green House, the market data that demonstrate how the purchasing sector has already undergone a transformation into phygital, integrating physical and digital sales and assistance.
From the analysis carried out for the “Together 2023-2025” strategic plan, structured with the support of Deloitte, it emerged that 74% of Italians have already made phygital purchases in 2021 and 91% consider the experience very satisfactory. 65% of consumers consider it important for customer service to know experiences on other channels and 8 out of 10 Italians check prices online to decide whether to buy a product in store or on the web. The sectors with the highest percentage of phygital purchases are: electronics (24%), fashion (28%), beauty (21%) and health (21%).
Felice Saladini, managing director of Meglio Questo, comments: ”The integration of physical and digital channels makes it possible to create a virtuous circle in all sectors of assistance and sales, offering the consumer a wide choice and support in pre and post purchase. We have already verified and will continue to support the mutation into a phygital market as a multiplier of business opportunities and a profit generator, as already seen by the double-digit growth of the 2022 corporate balance sheet, which closed with sustained growth in production value and profitability” .
Luigi Capitanio, Senior Partner of Monitor Deloitte, adds: “Our knowledge of the market, the research and the insights we have carried out have allowed us to build and direct the Strategic Plan of Meglio Questo in the direction of further integration between physical and digital. The market analysis we have conducted shows how the development of new services in the customer experience management cycle can also generate growth in terms of profitability.”
Meglio Questo, a company listed on Euronext Growth Milan among the main Italian operators in the customer experience and multi-channel BPO solutions sector, is the platform for the development of innovative technologies and services for digital commercial relations, capable of integrating in a synergistic way with each other and with traditional sales channels. We offer customer acquisition services, customer management, commercial, financial and insurance consultancy, market research and digital marketing.