Investing in the customer: interview with Poste Italiane
Last year we sat down with Guido Crozzoli, Chief Information Officer at Poste Italiane and had a chat with him about how PSD2 is giving them the opportunity to evolve their digital platform and improve their customers’ digital experience.
Guido Crozzoli is the Chief Information Officer at Poste Italiane.
We had a chat to find out more about how Poste Italiane is using PSD2 to gain better customer insights to improve their offerings.
Guido shared his insights and vision for the future of open banking and Poste Italiane.
Guido is known for his relentless focus on the customer. He is working to create a platform that will give customers a great digital experience – and he’s using open banking to achieve this.
Here’s what he had to say when we talked with him.
What is Poste's digital strategy?
Today our customers typically use one or more of our offered services, so it’s critical for us to transform our systems and operations to see the customer as one individual across all lines of business.
To do this, we believe that Poste needs to transform from a ‘group of companies' (logistics, finance, mobile, insurance and payments) to a 'platform company', where we can service our customers with different types of subscriptions from a single interface.
Up to now, we have multiple information systems running for various digital business operations. We want to harmonise this and create a single customer experience.
Where does open banking fit in this strategy?
Poste launched the ‘PSD2’ project aimed at seizing the opportunities offered by the European Directive and to take a more proactive role enabling Active and Passive PSD2 use cases.
For PSD2 Active, our goal is to enhance the PostePay app with payment initiation capabilities to let users top up the prepaid card by transferring their funds from another bank. We call this me-to-me.
We also want to aggregate other bank accounts into the Poste app to encourage the customer to manage all their finances from a single interface. So, although we know that Poste is not typically the primary bank, we want it to become the dominant interface for the customer.
Where do you expect open banking will be in 3-5 years?
Our goal is to make all of our services accessible via digital channels and open banking APIs, and to continue to innovate the customer offering. PSD2 makes more customers’ information available that we can analyse to offer a tailored solution across all Poste business lines, and relevant products from the ecosystem.
This more complete customer knowledge will enable us to better shape and enrich our offering, extending beyond the financial business. For example, we’re working to integrate new types of services also in the high-speed domestic connectivity field, and more will come.
What's your main challenge as the CIO?
Being the CIO for Poste Italiane means that I am faced with upgrading our information systems while we’re transforming our business model. We need to manage two transformations at the same time. It's a double whammy: we have a technology challenge and a digital service challenge. But I'm looking forward to the future.
This interview was originally featured in Tink’s open banking survey on the use cases and opportunities driving open banking investments.
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