"Sorgenia’s nature as a digital company has allowed us to not lose focus on our activities. In fact, last year, in the midst of the pandemic, we launched a new loyalty program based on a digital community that’s totally focused on the issues of environmental sustainability. We’ve noticed that people today have a greater desire for transparency, they want to hear about topics that are close to their daily lives. I think that’s why Greeners immediately attracted a high level of attention, and in less than a year we’ve involved 20% of our customer base."

"The pandemic situation globally has accelerated the transition process of consumers towards digitisation. It is increasingly important to make your customers feel close to you, to respond to their needs through loyalty programmes that are different to those of the past. You need to get to know your customers more in-depth, while respecting the use of behavioural data, and offer quality content in line with their interests to create a personalised relationship."

"In the past year our customers have increased the frequency with which they use digital channels and we’re doing everything to support and sustain this change, especially in the more mature segments of the population. At the loyalty level we’re working in several directions, improving the customer experience in our stores also through digital (APP), and we’re also encouraging active participation in communities. For us these are a channel for actively listening to the customer and a tool for collecting constant feedback on our products and services.”

"When we talk about digitisation in Italy, the narrative always focuses on the need to "bring the infrastructure" to local areas. A hot topic that, however, doesn’t fully meet the needs of customers who don’t access the services offered because they find them complex or not very in line with their needs. In recent years telco companies have fought over prices and offered similar loyalty programmes, demonstrating that they don’t know their customers. Today we must take on the social role that is required of us: to collect data transparently and use it to offer the personalised experiences that our customers expect.”

"N26 is a digital bank that has always maintained a dialogue with Millennials. Covid presented a double challenge: on the one hand, that of also involving a less digital audience who, until yesterday, thought they had to go to the branch to do certain operations; on the other catering to Gen Z, who are starting to have to manage their first savings and need to be involved also through educational content related to the banking/financial world. The role of the bank, today, is to successfully understand the lifestyle of its customers, starting from data analysis, in order to become a true travel companion in their daily lives.”