Customer experience management is not a corporate nonsense concept that we’re trying to impress you with. Approached and implemented in the right way, you can establish the effectiveness of the concept and its contribution to the success of your business very precisely. In the white paper ‘See the whole person – understand the whole customer’ we outline important tools and key indicators, use practical examples to describe potential fields of application and explain how you can prepare your own customer experience management projects. Our aim is to give you a concise introduction to this exciting topic.
New media, new technologies and new buying habits make it more and more difficult to view customers in an integrated way. Only a thorough analysis of customer experience will allow you to see all aspects of both your potential and existing customers, to identify themes and to edit your content effectively in order to reach people. The more technical our world becomes and the more digital the communication, the greater this longing for human contact.
The customer journey is a key tool when it comes to customer experience management. It captures and visualises every point of contact that a potential customer will experience before and after a purchase. For your potential and existing customers, every single one of these points of contact – every touch point with your brand, such as through your products or services, personal contact, social media, websites or in trade – is crucial, as is their interaction at every stage. The aim is to develop an end-to-end path that your customers will follow.
With 260 employees spread across seven locations in Germany, ARITHNEA GmbH is a leading expert in customer engagement and commerce, as well as digital business as a whole. The company provides advice on sophisticated marketing strategies for customer experience management, creates distinctive brand environments and develops integrated solutions. ARITHNEA is a SAP Hybris Platinum Partner, SAP Silver Partner, and partner of Celum and e-Spirit.
e-Spirit develops the CMS solution FirstSpirit, which enables companies to provide innovative digital experiences for their target groups, which they can use to set themselves apart from their competitors. e-Spirit has been successfully operating on the market and part of the adesso Group since 1999. Its customers include various high-profile international brands and groups such as BASF, Bosch, Commerzbank, EDEKA, L’Oréal Luxe, MAN, Media-Saturn and thyssenkrupp.
adesso mobile is a premium service provider for all matters of mobile business. Together with our customers, we develop mobile business processes and business models for their core business. adesso mobile supports a number of well-known companies in more than 300 projects by providing strategic advice, professional expertise and equally innovative designs, as well as the reliable development of applications and mobile portals.
A3A Strategy Consulting (A3A) is an independent strategy and management consultancy firm with a holistic approach to viewing corporate organisations across the entire value chain. As a separate member within the adesso Group, our consultancy and implementation portfolio covers a full range of topics from both a customer and market perspective, from strategy and design right through to complete implementation and operation.