Benetton Group's Journey Toward a Holistic Approach to Customer Experience

This IDC Perspective delves into Benetton Group's transformative journey in customer experience, highlighting its shift toward an omni-channel, seamless interaction model for customers and employees through POS technology harmonization. It underscores the criticality of POS systems in retail for operational efficiency, customer satisfaction, and the integration of digital strategies, including AI and gamified engagement, to enhance in-store experiences. The case study also reflects on the benefits realized, such as improved inventory management and customer relationship management, and outlines future plans for further integration and optimization."Embracing business model innovation with a purpose-driven strategy, Benetton Group redefines its omni-channel retail play with a customer-centric, store-powered strategy, shaping a culture of innovation across geographies," said Ornella Urso, research director, IDC Retail Insights.