Women are increasingly shaping the IT industry – at valantic, we create opportunities together and promote talent so that diversity becomes a strength.
Women are increasingly shaping the IT industry – at valantic, we create opportunities together and promote talent so that diversity becomes a strength.
What will remain when the AI agents of platform giants like Google, ChatGPT and others start shopping and handling sales for us in the future? The answer is: CX!
Customer experience is becoming a data-driven playing field, rapidly evolving and shaped by AI, emerging technologies, and rising customer expectations. What businesses need now? Strategy, innovation, and optimized processes for a seamless customer journey that sets them apart and drives competitive advantage. With our CX consulting services, we pave the way for CX management that delivers measurable business impact. Because this impact should not be underestimated.
Discover all our CX consulting services now
We are happy to provide detailed descriptions of our CX consulting offers – including project scope, content, and your investment – in a comprehensive presentation. Simply check the box in the contact form to request the materials.
For 73 percent of consumers, the customer experience is a key conversion factor – even more important than price (PwC). It’s no surprise, then, that customer-centric companies are 60 percent more profitable (Deloitte) and generate 5.7 times more revenue (Forbes). The message is clear: Customer experience has a measurable impact on business success and must be positioned as a core business value. But how?
What do CX pioneers do differently?
First impressions matter, but they are not enough to ensure long-term success. To stay relevant, visible, and profitable in the digital marketplace, companies need to create experiences that last – and that keep customers coming back. What is meant to be convincing from the outside – across all touchpoints, end to end – requires alignment and excellence on the inside, across all levels and departments. From C-level leadership to marketing, sales, IT, and customer service and support. Only those with a holistic approach to CX can turn a strong first impression into loyal customers and lasting, value-driven business relationships.
CX consulting with a holistic end-to-end approach
With our CX consulting services, we align customer experiences with business impact, clear KPIs, and business goals. Our portfolio includes three modular service groups, each tailored to different starting points, processes, and outcomes.
Our CX consulting services at a glance
The CX Strategy service group focuses on strategic initiatives that put customer value at the center while supporting long-term business goals. This includes connecting touchpoints and channels, increasing conversion rates, loyalty, and retention, or effectively integrating AI and automation solutions.
The CX Journey & Process service group is all about implementing concrete measures to optimize the customer journey and the underlying processes. This could involve creating a cross-functional service blueprint, integrating loyalty programs, or applying AI at key touchpoints.
The third service group, CX Innovation, drives meaningful differentiation and competitive advantage. We help you establish new omnichannel touchpoints, launch innovative services, or develop stand-alone AI-based products.
Discover, Design, Deliver: the modules of our end-to-end CX consulting
To bring speed and flexibility to the process, each service group is built around three core modules with a clear project focus: Discover, Design, Deliver. These modules are logically connected, can be tailored precisely to your organization, and expanded with additional tech and consulting services as needed.
Deep Dive: CX consulting services at a glance
We are happy to provide you with all the information and detailed descriptions of the project flow, objectives and expected outcomes of each service and its modules – including a roadmap to support your resource planning. Simply check the box in the contact form to request the full presentation.
1. CX Strategy: a compass for the path to CX excellence
To design impressive end-to-end customer experiences, you need a compass that guides all customer-centric initiatives while allowing for strategic course corrections. In other words: a clear, actionable CX strategy.
Our approach
Through our three-phase modules, we develop a results-driven CX strategy that connects digital potential with real customer value, empowering you to turn tech trends into competitive advantage.
Through a systematic maturity analysis, we gain a validated overview of the current CX strategy and its potential. We identify the areas with the greatest business impact and provide a fact-based evaluation to guide effective optimization.
We define a clear target vision and prioritize initiatives. This action plan enables solid resource planning and results in a strategic roadmap that is reliable, efficient, and ready for rapid implementation. Defined KPIs provide a framework for measuring success and steering all CX improvements transparently.
We bring the prioritized initiatives to life, launch projects in a structured way, and anchor the CX strategy across the organization. To ensure sustainable change management, we focus on enablement, creating actionable alignment within leadership, and tracking success based on defined KPIs.
2. CX Journey & Process: end-to-end optimization for seamless experiences
Even with a clear CX vision, companies often run into practical roadblocks. Data and knowledge silos disrupt smooth, efficient workflows. The customer perspective gets lost in day-to-day operations. And customers encounter media discontinuity, inconsistent messaging, or unclear processes across different touchpoints. That’s when it’s time for an in-depth analysis and a redesign of the customer journey and its underlying process landscape.
Our approach
Building on your CX strategy, this takes things further, bringing targeted optimization into day-to-day operations and enabling seamless customer experiences that both convert and cut costs. We examine concrete workflows, align the customer perspective with efficiency potential, and optimize both touchpoints and process steps.
Bei einer End-to-End-Analyse der Customer Journey machen wir CX- und Unternehmensprozesse sichtbar, um Reibungspunkte, Schwachstellen und Ineffizienzen zu identifizieren und konkrete Optimierungsansätze aufzuzeigen.
We define target-state journeys and the efficient processes needed to support them. We create a clear vision and translate it into a well-structured action plan, which forms the basis for an actionable roadmap and a solid KPI framework.
We implement the prioritized measures and embed them sustainably into your processes and organization. The result: smooth customer journeys and service experiences. With structured change management and enablement, we ensure cross-functional alignment and process efficiency.
Where CX meets AI magic: a flexible starting point with the AI Sales Agent
AI is already a powerful tool for driving greater efficiency and quality across CX processes and touchpoints – whether it’s in lead capture and qualification, content creation and marketing automation, or data-driven performance tracking. Our AI Sales Agent is a flexible and scalable entry-level solution that delivers quick wins from the very first interaction and drives long-term business value.
3. CX Innovation: a competitive edge that makes the difference
As products, prices, and markets continue to converge, customer expectations rise and technological advances disrupt proven success models, CX innovation becomes the next logical step. It’s about moving beyond the standard to create true differentiation through unique experiences and offers.
Our approach
Our three-phase roadmap paves the way for customer-centric innovation:
We identify real customer needs and pain points to rapidly generate impactful ideas. These are then prioritized based on relevance, business impact, and feasibility.
Ideas become testable concepts and prototypes, evaluated by users to validate hypotheses, demonstrate meaningful value, and provide a data-driven foundation for rollout or further development.
Validated concepts are transformed into deployable services or processes. The minimum viable product (MVP) goes live, we create a structured rollout plan, and KPIs and responsibilities are embedded within the organization.
CX Consulting Services by valantic
The common denominator across all service groups and modules in our CX consulting is the goal of designing customer experiences that generate lasting business value. That’s what makes our CX consulting services a strategic cornerstone on the path to CX leadership and a key element of our 360-degree CX approach.
Written by
Sarina Hermann
Lead Consultant CX
valantic
As Lead Consultant CX, Sarina is responsible for developing customer-centric CX strategies that align technology, people, and business vision. With a clear focus on business impact, she sees AI not just as a tool but as a key to reimagining CX and driving meaningful automation across all touchpoints in the customer journey. Her approach: challenge existing systems, push solutions one step further, and create connections that power the “AI x Human Experience.”
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