CX Strategy – Consulting with Business Impact

Ideal for companies that want to understand where they currently stand in terms of CX and how they can sustainably improve customer experiences in order to increase their competitiveness.

The aim is to determine the maturity level of your CX strategy, derive fields of action for quick wins and sustainable business impact and to concretize these.

Content & procedure

• Analysis of your current CX strategy and its effectiveness using a proven maturity model
• Systematic evaluation and validation to determine the status quo of the status quo and untapped potential
• Identification of key areas of action for fast and effective optimization

Result & benefit
You receive an objective assessment of your existing CX strategy, which validates which approaches are already working well and where there is potential for optimization. Use a sound basis for decision-making to prioritize measures with the greatest added value and create understanding among management.

Enquire now

Ideal for companies that want to outline specific initiatives to improve their CX and prioritize them with a focus on feasibility, resource efficiency and the greatest possible business impact – building on our assessment or as a direct entry into the design phase.

The aim is to define a viable CX strategy with concrete, quickly implementable measures that focus on customer benefits and make a sustainable contribution to your corporate goals.

Content & procedure

• Definition of clear objectives
• Development of a tailored CX strategy with a specific focus (depending on the results of the assessment), e.g. personalization, linking omnichannel touchpoints, data-based CX management
• Creation of a roadmap as the basis for resource planning and optimization steps
• Development of a KPI framework to measure success and control all measures

Result & benefit
Your CX strategy is clear, action-oriented and results-oriented. Target images and prioritized initiatives are specified in a roadmap with projects, KPIs and responsibilities. This provides you with a sound basis for securing management support, successfully implementing your CX strategy and anchoring it in your organization in the long term.

Enquire now

Ideal for companies that want to ensure that their CX strategy is operationally compatible and that prioritized measures are implemented in a structured, efficient and sustainable manner.

The aim is to get concrete CX strategy initiatives rolling and anchor customer-centric transformation processes in the company.

Content & procedure

• Support in all steps towards the successful implementation of your CX strategy (specific design depends on previously defined focal points)
• Realization of prioritized projects and measures of the CX roadmap
• Monitoring of defined KPIs and metrics to monitor success
• Support with change management and enablement of all stakeholders

Result & benefit
Together, we have launched prioritized measures that contribute to the objectives and requirements of your CX strategy and remain on time and within budget thanks to structured project management and continuous reporting. Established processes, responsibilities and routines ensure a lasting customer focus. Accompanying training and courses during the change process promote acceptance and motivation throughout the entire organization.

Enquire now

Ideal for companies that want to combine customer centricity with efficiency and revenue potential to create customer experiences that drive conversions while being cost effective.

The aim is to uncover weaknesses, efficiency gaps and cost drivers along the customer journey and to optimize both digital touchpoints and process steps.

Content & approach

• End-to-end analysis of the customer journey from a customer and business perspective
• Evaluation of all relevant touchpoints and underlying processes with a focus on effectiveness, efficiency and seamless links
• Consideration of key factors influencing customer satisfaction and business results
• Identification of significant optimization potential

Result & benefit
You will receive an analytically sound assessment of how customer-centric and efficient the processes and touchpoints of your customer journey currently are. You have clarity as to which initiatives produce both quick wins and sustainable structural improvements and contribute to an optimal return on investment (ROI). A catalog of measures serves as a solid basis for targeted optimization of CX and process performance.

Enquire now

Ideal for companies that want to go into the concrete design of their customer journey and CX processes in order to put strategic concepts into practice.

The aim is to translate elaborate CX optimization initiatives into a realistic roadmap and directly implementable measures.

Content & approach

• Formulation and prioritization of target journeys
• Deriving a clear portfolio of measures based on defined target images
• Transfer to a roadmap with specific projects, metrics and milestones
• Measuring and controlling success on the basis of an individual KPI framework
• Focusing on specific priorities – depending on the assessment results or previously defined requirements, e.g:
  • Redesign of critical touchpoints
  • Linking end-to-end processes
  • Incorporating AI and automation processes
  • Harmonization of communication channels along omnichannel touchpoints
  • Anchoring service excellence principles

Result & benefit
A clear roadmap consolidates the CX target image, sharpens the focus on feasibility and speeds up the implementation of measures that deliver the greatest customer benefit and business value with a reasonable use of resources. Prioritized projects are linked to clear responsibilities and key figures for measuring success in order to demonstrate tangible progress.

Enquire now

Ideal for companies that want to implement effective measures for CX and process optimization as quickly, efficiently and pragmatically as possible.

The aim is to jointly realize projects that contribute to defined target journeys and target images of your CX strategy and deliver both quick wins and long-term business value.

Content & procedure

• Holistic support in the implementation of focused transformation measures
• Structured implementation of improvements in the process landscape (design and approach are based on the defined packages of measures)
• Establishment of new processes in the organization
• Support with change management and enablement of all relevant teams to promote acceptance and motivation

Result & benefit
Prioritized projects and measures were implemented quickly, effectively and successfully: Your customers experience optimized customer journeys, seamless processes and better service quality. They benefit from higher customer satisfaction, which has a direct positive impact on conversions and sales, as well as a measurable increase in efficiency and lower costs.

Enquire now

Ideal for companies that want to recognize innovation potential for their CX, get promising initiatives rolling and secure investments.

The aim is to identify key customer needs in order to initiate value-creating innovation projects with focus, efficiency and speed – without costly preliminary studies or unstructured brainstorming sessions.

Content & procedure

• Conducting customer research to determine the current needs, expectations and problems of your customers
• Derive effective ideas based on the target group survey
• Weighing up and prioritizing the ideas according to relevance, business impact and feasibility

Results & benefits
You will receive an overview of the most relevant areas of innovation for your CX strategy within a very short time. Analytically sound findings and a robust pipeline provide concrete evidence to base decisions on real customer needs, react to trends and changes in customer behavior at an early stage and develop targeted new solutions that provide differentiation and competitive advantages.

Enquire now

Ideal for companies that want to get started quickly and efficiently with the concrete development, prototyping and validation of ideas developed with us – without lengthy product development cycles.

The aim is to develop testable concepts and prototypes within a few weeks and to demonstrate their added value in a robust proof of concept (PoC).

Content & procedure

• Translation of ideas into tangible concepts and prototypes
• Testing the prototypes by users
• Identification of optimization potential with a view to customer benefits, profitability and long-term business value
• Iterative optimization of the prototypes based on target group feedback
• Validation of hypotheses in process loops

Result & benefit
You receive a proof of concept (PoC) as a data-based decision-making basis for the further development or strategic rollout of a minimum viable product (MVP). Through iterative optimization loops and early validation, you reduce project risks and avoid bad investments, actively involve your target group, employees and decision-makers in the development, and promote acceptance and commitment among all stakeholders.

Enquire now

Ideal for companies that want to introduce a new CX process or service quickly, effectively and in a structured manner after successful idea generation and validation.

The aim is to bring an operational CX innovation live as an MVP within a short period of time, taking into account both technical and organizational aspects.

Content & procedure

• Development of a new service or process as a minimum viable product (MVP)
• Creation of a realistic rollout plan
• Anchoring relevant KPIs and responsibilities in the organization
• Ensuring quick wins, a short time-to-market and scalability of the MVP

Result & benefit
You receive an MVP for your CX innovation that is easily scalable. A fast market launch enables quick wins, creates room for testing and further optimization to ensure business value and sustainable competitive advantages within a very short time. Clear responsibilities and success criteria promote commitment among all stakeholders.

Enquire now

A CX strategy is always geared towards the future and creates a data-based, action-oriented foundation for customer-centric measures that contribute to long-term business success. It conveys a clear vision, target images and binding guidelines that provide orientation for the development of value-creating (digital) customer experiences.

The CX strategy is primarily aimed at optimizing customer experiences. This can result in positive synergy effects that contribute to overarching, long-term business and corporate goals, including

• Strengthening competitiveness and market positioning (as an industry pioneer) by introducing novel services, highlighting existing USPs, differentiating or diversifying the portfolio and clarifying the brand presence
• Supporting the growth strategy through scalability, the rollout of CX projects and the internationalization of digital touchpoints (e.g. multilingualism of websites and online stores, cross-media marketing activities, country-specific social media presence)
• Increased sales and profitability through improved customer satisfaction, higher conversion rates, higher order values, reduced returns and better retention
• Increased efficiency by streamlining and automating processes along central touchpoints (communication and service channels), better resource planning and a reduction in the total cost of ownership (TCO) for CX technologies
• Future viability by anchoring a strategy that is geared towards agility and scalability in order to be able to react quickly to new trends and requirements

Media disruptions and data silos, a lack of customer centricity or the desire to differentiate themselves from the competition through personalized offers and outstanding service quality: These are some of the most common reasons why companies make use of CX strategy consulting. CX strategy consulting also contributes to clear structures, greater chances of success and sustainable impact when it comes to overarching digital transformation projects, growth targets or the introduction of new services.

CX strategy consulting is particularly beneficial when short-term individual measures reach their limits, because they …

• classifies market and industry developments
• helps to address relevant (disruptive) trends at an early stage
• supports efficient resource planning through structure & clarity
• enables a realistic assessment of the status quo
• uncovers optimization potential
• introduces new impulses and objective perspectives that enable you to take the right measures not only quickly but also with foresight.

Professional CX strategy consulting is analytically sound, holistic and results-oriented. It includes all relevant touchpoints and processes along the customer journey, ensures that ideas and concepts can be implemented in practice and generate measurable business value.

Behind the strategy development is a joint creation process that aligns local initiatives with an overarching vision and jointly produces viable solutions. This requires transparent communication about the approach, the costs and the intended and actual results. Good CX consulting service providers support companies end-to-end – from stocktaking and strategy development to the implementation of prioritized measures and sustainable anchoring in the organization.

In strategy consulting and development, several individually tailored methods, frameworks and models are usually combined, some of which build on and complement each other. The most important methods and procedures in our CX consulting:

• Customer research (qualitative and quantitative)
• Target group models
• Voice of Customer & NLP analyses (Natural Language Processing)
• Customer journey mapping
• Service blueprinting
• Experience principles and service guidelines
• Co-Creation & Design Thinking
• Rapid prototyping and usability testing
• Content & interaction design patterns
• Value pools & outcome mapping
• Opportunity sizing and business cases
• Hypercare and experimentation frameworks (A/B tests)
• Governance & operating model design
• Capability Assessments
• Experience Playbooks
• OKR frameworks & alignment workshops
• Jobs to Be Done

We combine methodological competence with tech expertise and a deep analytical understanding of your market and business requirements.