Customer experience consulting, CX strategy, practical solutions
Your success depends on the relevance of your products and services to your customers. That's why we focus on your customers' actual circumstances. We design products and services for and with people, keeping an eye on their needs and understanding what drives them. For us, your customers are real people and not columns of numbers on spreadsheets. With this ethos, we shape the future of your customer relationships rather than just predicting them. A deep understanding of future technologies and our broad market overview are core to our innovation processes. This knowledge means fewer surprises – and the right, decisive timing for a powerful technological tailwind. And so that you can shape your customer experience (CX) sustainably and soundly, we show you the way to the right knowledge base: namely valid and target-oriented data.
The most critical questions in customer experience management:
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“Users' needs are evolving rapidly – and so are their expectations. Customer experience is becoming a key differentiator in purchasing decisions and an important driver of innovation for companies.”
Experience Consulting
Your CX targets and drivers
Customer experience is the linchpin of customer-centric business models and client retention – but it is only one facet of our Experience Consulting service portfolio.
We believe that your stakeholders’ experience is more than the sum of the human, physical and virtual touchpoints through which you interact with them. Experience Consulting is about more than communication or marketing. We look at your brand's potential and work with you to reinvent, rethink or reclassify entire industries to address your user groups’ needs precisely. In this way, we translate key user groups' insights into strategies for a strengthened license-to-operate from your customers’ point of view - and sustainable success for your company. In Experience Consulting, we penetrate and consider all stakeholders' behaviours, intentions, and needs. From individuals to societies, from your region of origin to your stakeholders worldwide, from customers to shareholders. The outcome? Lasting trust, good experiences, and positive consequences for the emotional bond to your company and your brand.
Change with method: Our consulting portfolio
- User Research
- Service Design
- Interface Design
- Creative Technology
- People and Culture
User Research
With us, not only do you get to know the needs of your users – you get to know those of the entire market. Together, we create meaningful typologies and personas, conduct a usability analysis of your current offering, trace the user journey, and create insightful stakeholder maps.
“We must design for the way people behave, not for how we would wish them to behave.”
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Thomas Bauer
Customer Transformation, Lead Sales & Digital Commerce, PwC Germany
Tel: +49 175 4056234
