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

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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.

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