Politecnico di Milano
The Future of Omnichannel Customer Experience in B2C and B2B: Opportunities and
Politecnico di Milano, Italy, New York, United States
Organisation/Company Politecnico di Milano Research Field Engineering Researcher Profile Recognised Researcher (R2) Leading Researcher (R4) First Stage Researcher (R1) Established Researcher (R3) Country Italy Application Deadline 26 Jan 2026 - 12:00 (UTC) Type of Contract To be defined Job Status Not Applicable Is the job funded through the EU Research Framework Programme? Not funded by a EU programme Is the Job related to staff position within a Research Infrastructure? No
Offer Description The Research aims to achieve the following objectives:
Map the maturity level of Italian companies in adopting an omnichannel and customer-centric approach in B2C and B2B settings
Analyse the main Martech solutions implemented by companies (e.g., CRM, CDP, Marketing Automation) and challenges in deploying an integrated technology stack
Map the projects enabled by Artificial Intelligence (AI) and Generative AI in marketing, sales, and customer service processes
Study how companies approach AI adoption for Omnichannel Customer Experience (OCX) and the degree of integration with their customer experience strategies
Outline the evolving scenarios of customer experience, identifying opportunities and paths for development
Identify relevant case studies and trends at both Italian and international levels
Oral test aimed at ascertaining candidates’ aptitude and suitability to carry out the research activity covered by the Fellowship, as well as at assessing their knowledge of English and/or other languages relevant to the research activities to be performed (up to 70 points)
Relevance and pertinence of the publications, theses and scientific products attached to the research programme covered by the Fellowship (up to 10 points)
Relevance and pertinence of previous research activities and work experience, if any, in relation to the research activity covered by the Fellowship (up to 15 points)
Relevance and pertinence of their study programme to the research programme covered by the Fellowship (up to 5 points)
Eligibility of fellows: country/ies of residence:
All
Eligibility of fellows: nationality/ies:
#J-18808-Ljbffr
Offer Description The Research aims to achieve the following objectives:
Map the maturity level of Italian companies in adopting an omnichannel and customer-centric approach in B2C and B2B settings
Analyse the main Martech solutions implemented by companies (e.g., CRM, CDP, Marketing Automation) and challenges in deploying an integrated technology stack
Map the projects enabled by Artificial Intelligence (AI) and Generative AI in marketing, sales, and customer service processes
Study how companies approach AI adoption for Omnichannel Customer Experience (OCX) and the degree of integration with their customer experience strategies
Outline the evolving scenarios of customer experience, identifying opportunities and paths for development
Identify relevant case studies and trends at both Italian and international levels
Oral test aimed at ascertaining candidates’ aptitude and suitability to carry out the research activity covered by the Fellowship, as well as at assessing their knowledge of English and/or other languages relevant to the research activities to be performed (up to 70 points)
Relevance and pertinence of the publications, theses and scientific products attached to the research programme covered by the Fellowship (up to 10 points)
Relevance and pertinence of previous research activities and work experience, if any, in relation to the research activity covered by the Fellowship (up to 15 points)
Relevance and pertinence of their study programme to the research programme covered by the Fellowship (up to 5 points)
Eligibility of fellows: country/ies of residence:
All
Eligibility of fellows: nationality/ies:
#J-18808-Ljbffr