E-commerce Performance & CX Assessment, Italy

An assessment of the Italian e-commerce of a French luxury fashion house, combining a market snapshot, internal data and interviews with a benchmark against leading luxury players, to build a market-specific action plan.

Services

Support

Advisory / Strategy
Business mgmt & performance optimization
Coaching & Fractional management

Goal

Understand the specific dynamics of the Italian luxury e-commerce market, identify potential gaps in the local customer experience and uncover untapped growth opportunities through a targeted, actionable improvement plan.

Approach

We mapped Italian digital maturity and luxury buying behaviour, interviewed e-commerce, omnichannel and customer service leads, analysed sales and traffic data, and benchmarked payments, delivery, CX, UX and localisation against leading local brands.

Results

Identified the main criticalities through a structured gap analysis, translating findings into a prioritised, actionable improvement plan. Defined quick wins and longer-term initiatives across localisation, payments, delivery, customer care and UX to unlock growth opportunities in the Italian market.

E-commerce Performance & Customer Experience Assessment (for Italian Market)

Who worked on it

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