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Customer Experience Management for Strong Customer Loyalty

User-centered consulting along the customer journey

Modules Customer Journey
Professional Customer Experience Management
Our services
Our Technology Partners

Convincing at All Digital Touchpoints

Today's customers are well informed. With their smartphone, they carry the concentrated knowledge of the world in their pocket. They can find out about companies' products and services regardless of time and place. The number of possible contact points is constantly increasing - from websites and portals to online stores, apps and chatbots. In view of this ongoing development, it is becoming increasingly complicated to reach consumers digitally and address them precisely. It is even more difficult to inspire them and retain their loyalty in the long term.

Inspiring brand experiences along the customer journey

o turn customers into loyal brand ambassadors, companies must create unique yet consistent brand experiences across all channels and touchpoints. This challenge makes professional customer experience management essential. The many years of expertise and individual consulting of a specialized service provider are indispensable here.

We Create

Dynamic, Interactive, and Mobile Customer Journeys
Enterprise IT for marketing and eCommerce 
Custom concepts and UX design

Other CX Topics


How to revolutionize lead generation with AI in marketing

Customer Loyalty

Our innovative solutions for your customer loyalty program go beyond traditional business strategies. At Arvato Systems, we help you build and maintain long-term relationships with your customers.

App Development

Arvato Systems develops customized experiences and mobile apps for every business case.

Arvato Systems Alive

The hybrid event platform with endless possibilities.


Marketing automation with SAP Emarsys: We support you from a single source and make you a professional when it comes to customer loyalty

Professional Customer Experience Management for the Highest Level of Functionality, Usability, and Design


Customer experience management focuses on the needs of users. When digital solutions such as responsive websites, portals, mobile apps, and online shops are integrated, easily accessible, and intuitive to use, they achieve a high level of acceptance among users.

Target group-specific

Integrated digital solutions will be successful if you accurately reflect the wishes and requirements of the intended target group. This is why defined buyer personas and measures such as A/B testing are important components of professional customer experience management.


A state-of-the-art customer experience management platform allows any written and multimedia content from different systems to be centrally bundled, efficiently managed, further processed in line with demand, and published across channels.


The GDPR-compliant collection and analysis of client data form the basis of a 360-degree client view, which is the prerequisite for outputting personalized content tailored to the client’s specific needs. When content optimally meets user needs, it is possible to inspire existing and potential clients continuously.


Professional consulting consists of various components: the strategic selection of the required enterprise technologies, smooth implementation, and the continuous support of CMS and shop systems, CRM and marketing automation tools, and PIM solutions.


Customer experience consulting includes checking and understanding the client’s data set, data structures, business processes, and system landscape. It is also necessary to analyze whether and to what extent these aspects support the overall digital strategy.

Customer Experience Management – by Professionals for Professionals

Comprehensive digital customer experience consulting
Many years of experience
Experience in global project management
Integrated digital solutions

Current Blog Posts on the Topic Customer Experience

Chatbots as the New Standard in Customer Communication at SHI Providers

Chatbots are revolutionizing the digital world of statutory health insurance (SHI). Tailor-made answers and 24-hour availability ensure optimal customer communication.

Hyperpersonalization: How channel design is revolutionizing e-commerce

Discover hyper-personalization in omnichannel retail: revolutionize your channel design with AI and strengthen your customer loyalty. Find out more in our blog article.

Digital Commerce vs. E-Commerce

What is the difference between digital commerce & e-commerce? How to find the right model for your online business.

Differences between SaaS, PaaS and On-premise Solutions

The main differences between Software as a Service (SaaS), Platform as a Service (PaaS) and on-premise solutions using the example of a content management system. 

AI + E-commerce PIM: Personalize without limits

E-commerce PIM and AI: a perfect combination! Because it enables scalable personalization in e-commerce. We show examples of how generative AI, image analysis and even video generation can be perfectly integrated into your PIM. This allows you to address all target groups - on all channels.

Amazon Connect Improves Customer Contact through AI

With the various AI plugins for Amazon Connect, the revolution in the contact center has already begun: more efficiency, quality and customer satisfaction.

AI in E-commerce

Artificial intelligence is increasingly becoming an integral part of business processes. AI can also significantly increase the efficiency of business processes in online retail. The question is: are companies ready and willing to use AI in e-commerce?

Customer Data Platform

What is a customer data platform? What data does it collect? What happens to it? How do companies benefit from it? Get answers to these questions now!

Succeeding in Customer Centricity

Acquiring and retaining customers is the key to the company's success. Read how companies succeed in putting their customers at the center of attention.

From Customer Delight to Absolute Disappointment

Discover how business strategies and process alignment impact the customer experience. Avoid frustrated customers and dissatisfied customers in your subscription model.

Three Tips for Omnichannel Experiences in Brick-And-Mortar Retail

Why integrating omnichannel into your retail value creation process is crucial and how you can make your omnichannel strategy even more focused on your customers - get the answers in the latest Arvato Systems blog.

The 7 Support Centers in E-business

We give you an overview of all processes in modern e-business to consolidate your services and products as efficiently as possible.

Our Technology Partners

CoreMedia AG

The CoreMedia Content Cloud is the best CMS for e-commerce and offers: content management, digital asset management and e-commerce integrations.


For many years now, Arvato Systems and SAP have been working in a close partnership. Whether SAP Customer Experience (CX) or SAP S/4HANA - with great passion and excellent know-how, we help our customers to select, adapt, and implement the best SAP solution for their requirements.


Strategically manage, visualize, and securely share customer data to deliver superior customer experiences.


FirstSpirit bietet Ihnen flexibles Digital Experience Management mit einem Höchstmaß an Usability, standardisierten Prozessen und schnellem ROI.

Magnolia CMS

Magnolia CMS is very integration-friendly and a perfect platform for first-class digital experiences.

You May Also Be Interested In

SAP CX – Communication at the Highest Level

With customer engagement platform SAP CX, your customers always take center stage. We help you to precisely understand your customers’ needs, optimize customer contact, and personalize your services across all relevant channels.

SAP Commerce Cloud – Omnichannel Retail with SAP CX

We help you to bring together all the important systems, data, and processes, thereby offering your customers a custom-tailored commerce experience – anyplace, anytime, and across all channels.

Frequently Asked Questions About Customer Experience

  • Customer experience refers to the totality of all customer interactions with a company and how they perceive them. A practical example of a positive customer experience is when an online shop has a user-friendly website, offers fast delivery times, and provides effective customer service. Overall, a good customer experience leads customers to be satisfied, happy to return, and recommend the company to others.

  • AI in marketing can create a true customer experience by enabling personalized content, precise analysis, and automated interactions. Through intelligent algorithms, AI can help better understand customer needs and design individual experiences, ultimately improving customer satisfaction.

  • Customer experience management (CEM) refers to companies' holistic strategy and processes that companies use to manage and improve customer interactions. A practical example of CEM is when an e-commerce company uses feedback analysis and customer surveys to continuously monitor its website's user experience and make adjustments to increase customer satisfaction and loyalty. CEM aims to optimize all touchpoints along the customer journey to ensure a positive overall experience.

  • A good customer experience service provider in 2024 must have advanced AI technologies to enable personalized and data-driven interactions. Seamless integration of omnichannel strategies is also crucial to ensure consistent experiences across different platforms. Finally, the service provider should demonstrate a high level of agility and adaptability to be able to react quickly to changing customer preferences and market trends.

  • Arvato Systems is the ideal customer experience service provider thanks to its comprehensive IT solutions in industries such as retail, media, manufacturing, healthcare, the public sector, and the energy and utilities industry. With many years of experience in digital transformation, and expertise in artificial intelligence, cloud computing, IT security, and customer experience, Arvato Systems offers innovative solutions from a single source. Its strong partner network and ability to provide all services in-house - from consulting to implementation - enable flexible customization to individual customer requirements.

Your Contact for Customer Experience

Gerrit Stuchtey
Expert for Customer Experience