Your partner for successful
customer experience management
Your partner for successful
customer experience management
Improve your customer experience with the comprehensive solution portfolio of SKOPOS CONNECT! We offer customized CX strategies that meet the individual needs of your company. From CX implementation to detailed CX analytics, we support you in developing and implementing effective CX measures. Of course, we also use artificial intelligence (AI) in our programs. Our expertise helps you to use customer feedback and to sustainably increase customer satisfaction. Trust SKOPOS CONNECT to optimize your customers’ journey and ensure long-term success!
In an increasingly digitized and connected world, customers expect more than just products or services; they want a holistic experience. Customer Experience Management (CEM) plays a crucial role here because it focuses on building sustainable customer relationships and creating added value that goes beyond the pure product experience. Companies that successfully implement CEM differentiate themselves from the competition, increase customer retention and boost their long-term revenue. Studies show that companies with a clear focus on customer experience grow more successfully, achieve higher recommendations and strengthen customer loyalty.
By systematically analyzing and strategically utilizing customer feedback, CEM provides the basis for proactive decisions that enable true customer orientation. The aim is to gain valuable insights from every point of contact with the customer that help to continuously improve products, services and processes. In this way, customer experience management not only becomes a strategy, but also a sustainable investment in the company’s success – for brands that really want to survive in today’s competitive environment.
Any more questions? Our FAQs provide you with the answers you are looking for right away.
What does „Customer Experience“ mean?
The term customer experience (CX) refers to the overall experience a customer has with a company across all points of contact, from initial perception to purchase, use, and after-sales service. Modern CX approaches incorporate not only functional aspects, but also emotional perception and brand loyalty.
Why is a strong customer experience strategy so important?
A well-developed customer experience strategy helps you to clearly differentiate your brand, increase customer loyalty, and encourage recommendations. Studies show that companies with a strong CX culture are significantly more successful in the market.
What is customer experience management and how does it work?
Customer experience management (CXM) encompasses the targeted control and continuous optimization of all experiences a customer has with your brand. This involves not only individual touchpoints, but also the holistic experience throughout the entire customer journey. CXM is based on data analysis, real-time feedback, and a clear CX strategy with the aim of identifying customer needs at an early stage, minimizing friction points, and strengthening loyalty. SKOPOS CONNECT supports companies in this process with tailor-made concepts that effectively combine technology, strategy, and empathy.
Which key performance indicators (KPIs) can be used to measure customer experience?
Established KPIs include, for example, the Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).
How can I achieve sustainable optimization of the customer experience?
Sustainable optimization is achieved through systematic customer feedback, analysis of weak points in the customer journey, targeted touchpoint improvements, and continuous, iterative development of your CX activities. AI-supported analytics can also be helpful in this regard—an approach that SKOPOS CONNECT pursues in its programs.
When should a company start implementing a customer experience strategy?
The sooner the better. Ideally, right from the planning stage or when setting your company’s strategic direction. Defining your CX strategy early on and implementing it accordingly will give you a competitive edge, as customers today expect a holistic experience.
Which CX trends are currently important?
The customer experience is changing rapidly—and with it, the demands of your customers. Currently, the driving forces behind this development are personalized experiences in real time, the targeted use of artificial intelligence, and new, dialogue-oriented touchpoints such as voice assistants and chatbots. Emotional experience design, i.e., the conscious creation of emotional brand moments, is also gaining significance. Companies that systematically collect customer feedback and translate it into concrete measures are increasingly relying on closed-loop processes. These trends show that now more than ever, successful customer experience management requires a combination of technology, empathy, and strategic vision.
Oliver
Managing Director
Tobias
Head of Marketing & Sales
Marc
Product Owner CX & Agile Coach
Do you want to improve your customer experience? Write to us! We will be happy to advise you.
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