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RESULTS AND TARGETS

CLIENTS

Redefine the overall retail organisation to enhance client-centricity

ACTIONS

2018 RESULTS

TARGETS

BLOCCO 1

ACTIONS

Enhancement of retail personnel’s skills, engagement, and sense of belonging to improve alignment with client expectations

2018 RESULTS

• Training activities also started for the personnel of the most important stores in the wholesale channel

TARGETS

Ongoing training and involvement of retail personnel

BLOCCO 2

ACTIONS

Provide clients with a consistent and integrated shopping experience across all touchpoints

2018 RESULTS

• Multi-channel service project, Omnichannel, launched in EMEA

TARGETS

2020 Extension of the Omnichannel project to all Regions

Strengthen the client experience

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