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Customer Experience Management for Strong Customer Loyalty

User-centered consulting along the customer journey

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.

Modules Customer Journey
Our Technology Partners
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We Create

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

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

User-centered

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.

Content-based

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.

Personalized

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.

Technology-independent

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.

Process-based

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

Digital Experience Solutions: ISG Sees Arvato Systems as a Leader

The analysts at ISG have now underscored it: Arvato Systems is one of the leading experts for digital experience solutions. In their study "ISG Provider LensTM Digital Business - Solutions and Service Partners Germany 2021", they place Arvato Systems in the "Leader" quadrant.

CPQ Is the Turbo for B2B Trade - Here’s What You Need to Know

The path from initial customer contact to offer and order to receipt of payment is often long in B2B commerce. The more varied the products, the more complex the offer - and the longer the lead-to-cash process takes. Read about eight hurdles in introducing CPQ systems in B2B trade - and how you can avoid them.

Hybrid Events: Creating an “I Was There”-Feeling

At Tech & Data Week 2021, more than 900 Bertelsmann employees shared what is currently on their minds and what will drive them in the future. Although not everyone was there in person at the hybrid event, it almost felt like one - thanks to our Digital Event Platform.

Six Ways to Unleash Untapped Potential in B2B eCommerce

A company’s digital sales platform offers many new ways to achieve long-term customer loyalty. For example, an additional procurement function that uses barcode scans of existing packages allows the company to increase its ties with customers who place many reorders. This article highlights some of the ways this potential could be unleashed.

On the Relevance of Digital Twins for Consumer Products

The digital twin is commonly defined as representation of a physical product of the real world in the digital world. Based on 8 application scenarios, it is shown that digital twins also generate added values for consumer goods - for brands and retailers as well as for consumers.

Checklist: Integrate Content Management and Store Solution

Five tips for successfully integrating content management and store solutions with each other

A powerful team: PIM and AI

In interaction with product information management systems (PIM), an AI unfolds its strength particularly in the classification of a wide variety of items.

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.

SAP

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.

Informatica

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

FirstSpirit

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.

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SAP C/4HANA – Communication at the Highest Level

With customer engagement platform SAP C/4HANA, 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 – Omni-channel Retail with SAP C/4HANA

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.

Your Contact for Customer Experience

Headshot Marijke
Marijke Claessens
Expert for Commerce Solutions