In this episode, the CPG Guys are joined by Cristian Arcangeli, Vice President of Omnichannel and Customer Experience at illycaffè, an Italian family business, founded in Trieste in 1933 and committed to offering the greatest coffee to the world.

Find Cristian on LinkedIn at: https://www.linkedin.com/in/carcangeli/
Find illycaffè on LinkedIn at: https://www.linkedin.com/company/illycaffe/
Find Illycaffè online at: https://www.illy.com/en-us

Apply to join the Cornell retail media program https://ecornell.cornell.edu/certificates/marketing/retail-media-strategy/

Cristian answers these questions:

1. Can you share pivotal experiences in your journey from working with fashion brands like Gucci and Diesel to your current role at illycaffè?
2. How does illycaffè ensure a seamless omnichannel experience for its customers?
3. How has illycaffè’s digital business evolved under your leadership? What have been your key objectives in this area?
4. How does illycaffè differentiate its digital customer experience from competitors in the market? What have been successful components of this strategy?
5. Can you discuss any recent digital innovations at illycaffè that have significantly impacted customer experience?
6. How are you leveraging customer data to inform your digital strategies? You have a large presence on Amazon & you have a thriving DTC business. How are you utilizing the generated transaction data?
7. In what ways does illycaffè collect and implement customer feedback to improve its digital platforms?
8. What emerging digital trends do you believe will shape the future of customer experience in the CPG industry?

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