With 27.2 million daily customer interactions in 2025, up 7.7% year on year, Poste Italiane’s omnichannel strategy — a core objective of “The Connecting Platform” strategic plan — continues to demonstrate its effectiveness by delivering an increasingly personalised customer experience, enabling customers to choose the most suitable channel, whether physical or digital, to access products and services.
How Poste Italiane’s model works
Poste Italiane’s hybrid model ranges from post offices to the poste.it website, from ATM transactions to Contact Centre calls, and from approximately 50,000 third-party network points — including the Punto Poste network and LIS retail outlets — to the new App. In particular, P, the new Poste Italiane app that integrates the company’s full range of services, represents the culmination of Poste Italiane’s digital transformation journey. Indeed, P adapts to customers’ behaviours, digital usage habits and individual needs.
Digital and physical growth
Thanks to significant achievements in digitalisation and customer experience enhancement, Poste Italiane reached 19.4 million digital customers in 2025, including approximately 12.8 million hybrid customers, up 4% compared with 2024. These customers accessed both digital channels and post offices during the year. This provides further evidence of how the omnichannel strategy, combining Italy’s largest physical network, comprising around 12,700 post offices, with a comprehensive portfolio of digital products and services, has successfully transformed Poste Italiane into Italy’s leading platform company.
