On 17 September 2026, Unieuro presented the first store built according to its new retail format in Lissone (Monza), a strategic project designed to redefine the role of the physical point of sale by integrating services, technology and consultancy. The new concept, developed as part of the Beyond Everyday industrial plan, aims to make the store more intuitive, efficient and innovative, responding to the evolution of consumer habits and the growing integration between physical and digital channels.
The Client Hub, the heart of the new store
The most representative element of the format is the Client Hub, an area of almost 85 m2 located in the center of the store. This is not a simple service desk: the space brings together reception, assistance, consultancy, repairs, installations, financial services, collection and payment of online orders with Click & Collect and Pay & Collect, and energy solutions. The services are thus removed from distribution in multiple points of the store and concentrated in a single recognizable and accessible place, also developed thanks to the integration with Covercare.
The other important innovation is the AI Chatbot, an in-store digital assistant based on artificial intelligence, which communicates with customers, orients them in the store and supports them in finding information on products and services.
“It is a technology, which together with other digital tools, is useful both in supporting the customer experience and that of the store staff: it amplifies and does not replace the expertise and consultancy of our collaborators and helps to make the store even more relevant as a space for relationships, orientation and solutions,” declared Bruna Olivieri, country manager of Unieuro.
A digital ecosystem and a renewed offer
The technology was designed as an integrated ecosystem: digital catalog accessible via QR code on product labels, wait management system for Client Hub services, call buttons to request assistance, self-checkout, in-department payments, mobile devices for staff and new digital screens to also support retail media. The extensive digitalisation of contents also aims to make the point of sale essentially paperless.
The assortment evolves together with the spaces. Alongside the consolidated categories – telephony, TV, built-in, climate – new thematic areas are created: one dedicated to energy solutions, with packages that can include photovoltaics, wallboxes and heat pumps, and one dedicated to well-being, which brings together fitness, wearable devices, beauty-tech and small appliances for personal care. Private labels and second hand goods also find greater visibility, enclosed in the Good Idea concept with its own distinctive identity, we read in a note.
Lissone as a laboratory for the network
“With the new format we are making an important step in the evolution of Unieuro, in continuity with our industrial plan: we are not only rethinking the store, but the role of retail itself in a context in which products, services, consultancy and technology must integrate in an increasingly natural way”, added Olivieri. “Lissone is the first piece of a project that is the result of enormous team work, in which the entire organization was the protagonist: I sincerely thank all the teams who worked with passion to transform this vision into reality,” he says.
The Lissone store is conceived as a laboratory for testing solutions, services and technologies through KPI monitoring and a test & learn approach, with the aim of optimizing the concept and progressively applying it to other stores in the network with greater potential.
The format was developed with a logic of economic sustainability, modularity and scalability, and also includes spaces dedicated to commercial partners, with shop-in-shop solutions and retail media tools to enhance the identity of each brand.