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-usApply to join the Cornell retail media program https://ecornell.cornell.edu/certificates/marketing/retail-media-strategy/Cristian answers these questions:Can you share pivotal experiences in your journey from working with fashion brands like Gucci and Diesel to your current role at illycaffè?How does illycaffè ensure a seamless omnichannel experience for its customers?How has illycaffè’s digital business evolved under your leadership? What have been your key objectives in this area?How does illycaffè differentiate its digital customer experience from competitors in the market? What have been successful components of this strategy?Can you discuss any recent digital innovations at illycaffè that have significantly impacted customer experience?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?In what ways does illycaffè collect and implement customer feedback to improve its digital platforms?What emerging digital trends do you believe will shape the future of customer experience in the CPG industry?CPG Guys Website: http://CPGguys.comFMCG Guys Website: http://FMCGguys.comCPG Scoop Website: http://CPGscoop.comRhea Raj’s Website: http://rhearaj.comLara Raj in Katseye: https://www.katseye.world/DISCLAIMER: The content in this podcast episode is provided for general informational purposes only. By listening to our episode, you understand that no information contained in this episode should be construed as advice from CPGGUYS, LLC or the individual author, hosts, or guests, nor is it intended to be a substitute for research on any subject matter. Reference to any specific product or entity does not constitute an endorsement or recommendation by CPGGUYS, LLC. The views expressed by guests are their own and their appearance on the program does not imply an endorsement of them or any entity they represent.CPGGUYS LLC expressly disclaims any and all liability or responsibility for any direct, indirect, incidental, special, consequential or other damages arising out of any individual’s use of, reference to, or inability to use this podcast or the information we presented in this podcast.