Customer Experience Management

Goal

Holistic customer experience through CRM, marketing and loyalty

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.

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, Partner & Head of Customer Engagement Solutions

Expert for CX

Isabella Wolf, Manager

Expert for Marketing Automation

Stefan Borchert, Principal

Expert for Marketing Automation

Mirjam Markert, Consultant

Expert for Loyalty

Kristian Augustin, Principal

Expert for CX Architecture

Stefanie Ehrhard, Senior Consultant

Expert for Marketing Automation

Julian Hübner, Senior Architect

Expert for CX Development

Santiago Lopez Perez, Consultant

Experte for Marketing Automation

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.

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:

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.

Tech-Stack

Mit innovativen Technologien und exzellenten Partnerschaften liefert KPS nachhaltige Wertschöpfung

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.

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Customer Experience Management

Holistic customer experience through CRM, marketing and loyalty

We provide a perfect start!

Instant Shift

KPS Loyalty Analysis

KPS Personalisation Analysis

KPS Content & Process Analysis

KPS Marketing Automation

Cookieless Future

Instant Shift

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KPS Personalisation Analysis

KPS Content & Process Analysis

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Cookieless Future

Establishing customer centricity