Digital transformation is an essential pillar for the competitiveness and prosperity of businesses and territories. Not only a competitive need, but a long-term strategic direction for Italy and the European Union, supporting the objectives of sustainability and economic development. It particularly affects productivity, sustainability and the ability of companies to generate innovation.

To investigate the economic implications of the digital transformation that not only affect a company’s performance, but also the quality of the work, The European House - Ambrosetti in collaboration with ServiceNow Italy realized the Studio "Artificial Intelligence and the digitalization of workflows and processes of Italian companies" (L'Intelligenza Artificiale e la digitalizzazione di workflow e processi delle Aziende italiane), which highlights a complex framework of interconnections between technology, processes and human resources

The results were presented during the event "The digitalization of processes and workflows and the impacts on society and work", which took place on December 13, 2023 in Milan.

The 5 key messages on the digitalization of processes and workflow 

  1. Digital transformation is the strategic pathway for building a more productive, innovative and sustainable society in Italy and Europe
  2. Italy is lagging behind on digitalization, but since the pandemic it is growing more than other countries
  3. The adoption of digital technologies brings companies a 64% productivity bonus and benefits in terms of sustainability and innovation
  4. Digitalizing Italian companies can lead to an increase in value added of 61 billion euros, equivalent to 3.2% of the country’s GDP
  5. To realize the potential of digitalizaition, skills are key: Italy must impart digital skills to 1.8 million workers 

Realizing the potential of digitalization in Italy requires a widespread and correct use of digital technologies, and therefore targeted interventions to develop basic and advanced digital skills, both through incoming and ongoing training. Investing in digital education is crucial to ensure that Italy is prepared to meet the challenges and opportunities of the ongoing digital revolution. Not exploiting its potential will not only be a wasted opportunity but will create issues for Italy in a global competitive landscape that will be increasingly digitalized and technologically advanced.

"Digital transformation is not only an opportunity for economic growth but a competitive need for Italy", says Corrado Panzeri, Partner and Head of InnoTech Hub of The European House - Ambrosetti. "For a successful digital transformation, digital skills are crucial. This is just one of the greatest weaknesses of our country to intervene on; Italy is among the worst performers in Europe regarding human capital, and digital skills". 

"ServiceNow is a digital native company. We strongly believe in developing cutting-edge technologies and providing the right training to shape and positively support the world of tomorrow" says Filippo Giannelli, VP area and Country Manager of ServiceNow Italy". Our workflows are the key to enabling generative artificial intelligence adoption, which allows companies to be more efficient and agile, while with ServiceNow’s Rise Up program we are committed to training digital talent around the world".