Customer Experience & Marketing

Customer Experience Management

High performance with personalised experiences

Goal

Holistic customer experience through CRM, marketing and loyalty

Customer Relationship Management

Customer Relationship Management

Customer data management, including sales and services: the basis of excellent CX!

Marketing Automation

Marketing Automation

Personalise your customer journeys – automated and in the shortest possible time!

Loyalty

Loyalty

Use loyalty to retain customers in the long term, create engagement and increase sales!

Offering

We provide a perfect start!

With our out-of-the-box products, we set new standards in customer experience and loyalty: With a holistic view, we orchestrate your CX processes with your business processes to conveniently provide your customers with personalised and relevant content – for example, truly suitable offers. To do this, we precisely network your channels and centralise your data masters to ensure excellent personalisation.

Instant Shift to SAP Emarsys

Instant Shift

Customer loyalty programmes, website advertising, personalisation scripting language – exploit the full marketing potential with additional functions from SAP Emarsys!
KPS Loyalty Analysis

KPS Loyalty Analysis

Is it true love? We analyse your customer loyalty processes online-to-offline and end-to-end.
KPS Personalisation Analysis

KPS Personalisation Analysis

This is where we get personal and develop a valuable personalisation strategy for you.
KPS Content & Process Analysis

KPS Content & Process Analysis

We love good stories – and work with you to optimise your content.
KPS Marketing Automation

KPS Marketing Automation

Faster, more targeted, more successful: we increase your response speed and automatically make your marketing more efficient.

 

Cookieless Future

Cookieless Future

As part of its Instant Personalisation strategy, KPS has developed a four-step plan that successfully leads into the post-cookie era.
Instant Shift to SAP Emarsys

Instant Shift

Customer loyalty programmes, website advertising, personalisation scripting language – exploit the full marketing potential with additional functions from SAP Emarsys!
KPS Loyalty Analysis

KPS Loyalty Analysis

Is it true love? We analyse your customer loyalty processes online-to-offline and end-to-end.
KPS Personalisation Analysis

KPS Personalisation Analysis

This is where we get personal and develop a valuable personalisation strategy for you.
KPS Content & Process Analysis

KPS Content & Process Analysis

We love good stories – and work with you to optimise your content.
KPS Marketing Automation

KPS Marketing Automation

Faster, more targeted, more successful: we increase your response speed and automatically make your marketing more efficient.

 

Cookieless Future

Cookieless Future

As part of its Instant Personalisation strategy, KPS has developed a four-step plan that successfully leads into the post-cookie era.

The Team

Establishing customer centricity

If you want to effectively use the possibilities of highly efficient customer centricity and increase your eCommerce sales by means of automated marketing in the shortest possible time, get in touch with us!

Please get to know some of the contact persons from our team:

Dr. Lucas Calmbach

Dr. Lucas Calmbach, Partner & Head of Customer Engagement Solutions

Expert for CX
Isabella Wolf

Isabella Wolf, Manager

Expert for Marketing Automation
Stefan Borchert

Stefan Borchert, Principal

Expert for Marketing Automation
Mirjam Markert

Mirjam Markert, Consultant

Expert for Loyalty
Kristian Augustin

Kristian Augustin, Principal

Expert for CX Architecture
Stephanie Ehrhard

Stefanie Ehrhard, Senior Consultant

Expert for Marketing Automation
Julian Hübner

Julian Hübner, Senior Architect

Expert for CX Development
Santiago Lopez Perez

Santiago Lopez Perez, Consultant

Experte for Marketing Automation
Julian Drees

Julian Drees, Principal

Experte für Loyalty

Success stories

Gain a clear lead over competitors

Well-known brands such as the international luxury brand Harrods, the renowned traditional London department stores, achieve a clear lead in customer relationship management over their competitors with our personalisation concept.

Gebrüder Heinemann Logo

Hugo Boss Logo

Elkjoep

JYSK

Henry Schein

symrise

The Body Shop

Mirka

Globus Logo

Koelnmesse

MAN Energy Solutions

Successful loyalty programme My Globus

Interview Globus SB Warenhaus

Successful with loyalty programme

With SAP Marketing, campaign management has been target group-specific and customers receive coupons and offers tailored to them, regionally adapted newsletters as well as local actions and promotions.

 

Hundreds of thousands of recipients are addressed weekly.

Customer Experience Insights

Learn more about optimising the customer journey and the best strategies:

Instant Shift to Emarsys

Whitepaper Download

With Instant Shift to SAP Emarsys

Customer loyalty programmes, website advertising, personalisation scripting language – this is how you exploit the full marketing potential with additional SAP Emarsys functions!

Learn more
Cookieless World: How post-cookie marketing works

Cookieless Future

With personalisation into the Cookieless World

Advertisers should act now: the support of third-party cookies will finally end. In order to successfully master the path to the "Cookieless Future", KPS has developed a four-step procedure for this.

Learn more
Customer loyalty: Why loyal customers are indispensable

Customer Loyalty

Customer loyalty: Why loyal customers are indispensable

Not only the customer benefits from bonus points and an extensive loyalty programme. Companies gain a comprehensive insight into various customer data, such as buying behaviour and preferences of customers.

Learn more

Partner

Building sustainable customer experience

We know the power of loyal customers. This is how we set new standards in customer experience. With a holistic view, we recognise your growth potential.

SAP

emarsys

Dynamic Yield

Annex Cloud

sinch

qualtrics

Lobyco

Contact

Feel free to contact us!

Image for the article intro information

Dr. Lucas Calmbach, Partner KPS

show less show more

Tech-Stack

Mit innovativen Technologien und exzellenten Partnerschaften liefert KPS nachhaltige Wertschöpfung

Erfolgsgeschichten

Unsere wertvollen Beiträge im Bereich Customer Experience

Wie wir Unternehmen bei der Transformation unterstützen

Ein Mann im Hafen regelt die Logistik

Case Study

The Body Shop

Eine Frau im Logistiklager

Case Study

Heinemann

Ein Mann im Lager kontrolliert Pakete am Fließband

Case Study

Mirka

Info

FAQ Customer Experience

Customer experience (CX) is the sum of all experiences that a (potential) customer has with a company along the customer journey. Besides a purchase, such an experience can be any form of interaction with the company, e.g. a call to the call centre, a visit to a branch, a click on an advertisement or even navigation through the company website. It is important for companies to increase the customer experience. This leads to higher customer loyalty/satisfaction and, as a result, to increased sales.

To enable good CX, it is important to first collect information about the (potential) customer. This so-called behavioural data can then be used to optimise the customer touchpoints along the customer journey. The interactions with the customer are thus fundamentally aligned with the needs of the customer, which results in increased customer satisfaction. In this context, it is important to consider CX holistically.

Optimising the customer experience needs to be holistic. In addition to classic processes such as online sales, it is equally important to consider the processes in the branches, in the web shop and especially in marketing and loyalty programmes. Success can only be achieved by taking a holistic approach. The basis for all this is a consistent, well-founded and structured approach to personal and behavioural data.

KPS supports you in identifying potential for improvement regarding your company's CX. In this context, KPS analyses the areas of data management, personalisation, marketing automation, loyalty and services. We carry out optimisations through implementation or consulting. Our best practices from many years of experience help you to achieve a better customer experience!

More Insights

Everything that is important and becomes important.

Cookieless Personalisation Evolution | Google Cookie End 2023

Whitepaper Download

Cookies – and what comes next?

Find out in our whitepaper what will change in 2023, how advertisers can make a carefree transition to the cookieless world and with which four steps you can build a strong customer identity even without third-party cookies.
Kundenbindung: Warum treue Kunden unverzichtbar sind

Customer Loyalty

Customer loyalty: Why loyal customers are indispensable

Loyalty programmes are about much more than a simple bonus card for retailers. It is about building a consistently positive emotional connection between customer and brand.
Instant Personalisation with KPS

Customer Experience

Instant Personalisation with KPS

Only holistic personalisation becomes a fast-acting success booster. That's why we call it Instant Personalisation. No matter where your company is at the moment, KPS will quickly bring your CX to a market-leading level, with comprehensive expertise in all areas of CRO/UX, Loyalty, ME Automation, CME and Customer Data Profile.

Privacy settings

We use cookies on our website. Some of them are essential, while others help us to improve this website and your experience. With your consent, we use cookies to analyse the usage of our website.

We also use cookies for marketing to help us measure the success of our marketing efforts. In the settings you will find detailed information about the individual cookies, and you can refuse the use of cookies.

You can change or revoke your selection at any time on any KPS.com page in the footer under Privacy Settings.

Essential Cookies

Essential cookies enable basic functions and are necessary for the proper functioning of the website.

Cookie Banner

  • Cookie Name: kps-privacy-settings
    Value: PrivacyLevel_0#a
    Storage Duration: 4 weeks
    Description: This cookie is required to save cookie settings. It is a purely technical cookie.

HubSpot:

  • Cookie Name: __hs_opt_out
    Storage Duration: 6 months
    Description: This cookie is used by the opt-in privacy policy to prompt the visitor to accept cookies again. It is set when you allow visitors to disable cookies. It contains the string "Yes" or "No."

  • Cookie Name: __hs_d_not_tracking
    Storage Duration: 6 months
    Description: This cookie can be set to prevent the tracking code from sending information to HubSpot. It contains the string "Yes."

  • Cookie Name: _hs_initial_opt
    Storage Duration: 7 days
    Description: This cookie is used to prevent banners from being displayed every time visitors access your website in strict mode. It contains the string "Yes" or "No."

  • Cookie Name: __hs_cookie_cat_pref
    Storage Duration: 6 months
    Description: This cookie is used to capture the categories a visitor has consented to. It contains data about those categories.

  • Cookie Name: __hs_gpc_banner_dismiss
    Storage Duration: 3 months
    Description: This cookie is used when the Global Privacy Control banner is dismissed.

  • Cookie Name: hs_ab_test
    Storage Duration: Until the end of the session
    Description: This cookie is used to ensure that visitors see the same version of an A/B test page they were shown previously. It contains the ID of the A/B test page and the ID of the variant selected for the visitor.

  • Cookie Name: __cfruid
    Storage Duration: Until the end of the session
    Description: This cookie is set by HubSpot's CDN provider in accordance with its rate-limiting policies.

  • Cookie Name: ___cfuvid
    Storage Duration: Until the end of the session
    Description: This cookie is set by HubSpot's CDN provider in accordance with its rate-limiting policies.

  • Cookie Name: ___cf_bm
    Storage Duration: Until the end of the session
    Description: This cookie is set by HubSpot's CDN provider in accordance with its rate-limiting policies.

Functional cookies

Functional cookies are used by third parties or publishers to display personalised advertisements. They do this by tracking visitors across websites.

Google Analytics

Cookie Name: _ga
Storage Duration: 2 years
Description: Used to distinguish between users.

Cookie Name: _gid
Storage Duration: 24 months
Description: Used to distinguish between users.

Cookie Name: _gat
Storage Duration: 1 minute
Description: Used to throttle the request rate. If Google Analytics is provided via Google Tag Manager, this cookie is named dc_gtm<property-ID>.

Cookie Name: hide-cookieinfo
Storage Duration: 30 days
Description: Cookie set for querying the cookies.

HubSpot

Cookie Name: __hstc
Storage Duration: 6 months
Description: The main cookie for visitor tracking. It contains the domain, the user token (hubspotutk), the first timestamp (of the first visit), the last timestamp (of the last visit), the current timestamp (for this visit), and the session count (increases with each subsequent session).

Cookie Name: hubspotutk
Storage Duration: 6 months
Description: This cookie tracks the identity of a visitor. This cookie is passed to the HubSpot software when submitting a form and is used for deduplicating contacts. It contains an opaque GUID to represent the current visitor.

Cookie Name: __hssc
Storage Duration: 30 minutes
Description: This cookie tracks sessions. It is used to determine whether the HubSpot software needs to increment the session count and timestamps in the __hstc cookie. It contains the domain, the number of page views (viewCount, increases with each page view in a session), and the session start timestamp.

Cookie Name: __hssrc
Storage Duration: End of session
Description: Whenever the HubSpot software changes the session cookie, this cookie is also set. It determines whether the visitor has restarted the browser. If this cookie is not present when HubSpot manages cookies, it is considered a new session. It contains the value "1" if present.

External media

Content from video platforms and social media platforms is blocked by default. If cookies from external media are accepted, access to this content no longer requires manual consent.

LinkedIn Tag

Cookie Name: bcookie
Storage Duration: 365 days
Description: Browser Identifier cookie to uniquely identify devices accessing LinkedIn to detect abuse on the platform and for diagnostic purposes.

Cookie Name: bscookie
Storage Duration: 365 days
Description: Used for remembering that a logged-in user is verified by two-factor authentication and has previously logged in.

Cookie Name: JSESSIONID
Storage Duration: Session
Description: Used for Cross-Site Request Forgery (CSRF) protection and URL signature validation.

Cookie Name: lang
Storage Duration: Session
Description: Used to remember a user's language setting to ensure LinkedIn.com displays in the language selected by the user in their settings.

Cookie Name: lidc
Storage Duration: 1 day
Description: To facilitate data center selection.

Cookie Name: sdsc
Storage Duration: Session
Description: Signed data service context cookie used for database routing to ensure consistency across all databases when a change is made. Used to ensure that user-inputted content is immediately available to the submitting user upon submission.

Cookie Name: li_gc
Storage Duration: 180 days
Description: Used to store consent of guests regarding the use of cookies for non-essential purposes.

Cookie Name: li_mc
Storage Duration: 180 days
Description: Used as a temporary cache to avoid database lookups for a member's consent for use of non-essential cookies and used for having consent information on the client side to enforce consent on the client side.

Cookie Name: UID
Storage Duration: 720 days
Description: Cookie used for market and user research.

Cookie Name: UserMatchHistory
Storage Duration: 30 days
Description: LinkedIn Ads ID syncing.

Cookie Name: AnalyticsSyncHistory
Storage Duration: 30 days
Description: Used to store information about the time a sync took place with the lms_analytics cookie.

Cookie Name: lms_ads
Storage Duration: 30 days
Description: Used to identify LinkedIn Members off LinkedIn for advertising.

Cookie Name: lms_analytics
Storage Duration: 30 days
Description: Used to identify LinkedIn Members off LinkedIn for analytics.

Cookie Name: li_fat_id
Storage Duration: 30 days
Description: Member indirect identifier for Members for conversion tracking, retargeting, and analytics.

Cookie Name: li_sugr
Storage Duration: 90 days
Description: Used to make a probabilistic match of a user's identity.

Cookie Name: _guid
Storage Duration: 90 days
Description: Used to identify a LinkedIn Member for advertising through Google Ads.

Cookie Name: BizographicsOptOut
Storage Duration: 10 years
Description: Used to determine opt-out status for non-members.

Cookie Name: li_giant
Storage Duration: 7 days
Description: Indirect identifier for groups of LinkedIn Members used for conversion tracking.

Cookie Name: oribi_cookie_test
Storage Duration: Session
Description: To determine if tracking can be enabled on the current domain.

Cookie Name: oribili_user_guid
Storage Duration: 365 days
Description: Used to count unique visitors to a website.

Cookie Name: ln_or
Storage Duration: 1 day
Description: Used to determine if Oribi analytics can be carried out on a specific domain.

Cookie Name: ar_debug
Storage Duration: Session
Description: Supports Google attribution reporting API integration to mitigate signal loss.

Lead Forensics

Cookie Name: __lfluuid
Storage Duration: 10 years
Description: The _lfuuid cookie allows a website to track visitor behavior on the sites on which the cookie is installed. Tracking is performed anonymously until a user identifies himself by submitting a form.

Changing privacy settings

Imprint

Data protection statement