Case Study

Case Study: Intesa Sanpaolo Drives A Customer-Obsessed Digital Transformation

Intesa Sanpaolo Digitizes Its Business Strategy To Boost Its Transformation

February 13th, 2018
With contributors:
Zhi-Ying Barry , Oliwia Berdak , Benjamin Ensor , Edoardo Zavarella , Sam Bartlett


When Intesa Sanpaolo embarked on its digital business transformation program in 2014, it recognized the need to systematically look through the customer lens to deliver great customer experiences. It also knew it would have to digitize the very core of its business to drive long-term change. This case study outlines how the bank executed its strategy, starting with an overhaul of its digital banking platforms, and how that led to a wider operational transformation of the organization.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.