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Customer Experience Management for Strong Customer Loyalty

User-centered consulting along the customer journey

Modules Customer Journey
Our Technology Partners
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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

Arvato Systems Alive

The hybrid event platform with endless possibilities.

App Development

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

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

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.

Engaging Omnichannel User Experiences with Headless CMS

Arvato Systems leveraged the power of Magnolia CMS to create a headless architecture and dynamic Angular front end for our clients.

Connected Retail Is the Trend Topic in Retailing

Learn more about the current trend topic in modern retail: Connected Retail. This is a combination of e-commerce and stationary retail.

From E-Commerce to E-Business

The "E-Business Process Model" presents all core and support processes clearly and relates them to each other.

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.

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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.


  • Customer Experience (Kundenerlebnis) bezieht sich auf die Gesamtheit aller Interaktionen, die ein Kunde mit einem Unternehmen hat und wie er sie wahrnimmt. Ein praktisches Beispiel für eine positive Customer Experience ist, wenn ein Online-Shop eine benutzerfreundliche Website hat, schnelle Lieferzeiten bietet und einen effektiven Kundenservice bereitstellt. Insgesamt führt eine gute Customer Experience dazu, dass Kunden zufrieden sind, gerne wiederkommen und das Unternehmen positiv weiterempfehlen.

  • KI im Marketing kann eine echte Customer Experience schaffen, indem sie personalisierte Inhalte, präzise Analysen und automatisierte Interaktionen ermöglicht. Durch intelligente Algorithmen kann KI dazu beitragen, Kundenbedürfnisse besser zu verstehen und individuelle Erlebnisse zu gestalten, was letztendlich die Kundenzufriedenheit verbessern kann.

  • Customer Experience Management (CEM) bezieht sich auf die ganzheitliche Strategie und die Prozesse, die Unternehmen einsetzen, um die Interaktionen mit ihren Kunden zu steuern und zu verbessern. Ein praktisches Beispiel für CEM ist, wenn ein E-Commerce-Unternehmen mithilfe von Feedback-Analysen und Kundenumfragen kontinuierlich das Nutzererlebnis auf seiner Website überwacht und darauf basierend Anpassungen vornimmt, um die Zufriedenheit und Bindung der Kunden zu erhöhen. CEM zielt darauf ab, sämtliche Touchpoints entlang der Kundenreise zu optimieren und somit eine positive Gesamterfahrung zu gewährleisten.

  • Ein guter Customer Experience Dienstleister muss 2024 über fortschrittliche KI-Technologien verfügen, um personalisierte und datengesteuerte Interaktionen zu ermöglichen. Zudem ist eine nahtlose Integration von Omnichannel-Strategien entscheidend, um konsistente Erlebnisse über verschiedene Plattformen hinweg zu gewährleisten. Schließlich sollte der Dienstleister eine hohe Agilität und Anpassungsfähigkeit zeigen, um schnell auf sich ändernde Kundenpräferenzen und Markttrends reagieren zu können.

  • Arvato Systems ist der ideale Customer Experience Dienstleister aufgrund seiner umfassenden IT-Lösungen in Branchen wie Handel, Medien, Fertigungsindustrie, Gesundheitswesen, öffentlicher Sektor und Energie- und Versorgungswirtschaft. Mit langjähriger Erfahrung in Digitaler Transformation, Expertise in Künstlicher Intelligenz, Cloud Computing, IT-Security und Customer Experience bietet Arvato Systems innovative Lösungen aus einer Hand. Ihr starkes Partnernetzwerk und die Fähigkeit, sämtliche Dienstleistungen intern anzubieten – von der Beratung bis zur Umsetzung – ermöglichen eine flexible Anpassung an individuelle Kundenanforderungen.

Your Contact for Customer Experience

Gerrit Barembruch
Expert for Customer Experience