In a digital and connected world, the way customers behave is changing. Companies struggle to establish themselves in increasingly complex markets where, in many cases, products on their own no longer serve as a unique selling point. Stagnant or declining sales; high levels of customer churn; decreasing market share; and rising price pressures – these are often symptoms indicating that a company is losing its competitive edge.
In this context, it is crucial that companies stop focusing exclusively on producing and delivering high-quality products and services but turn their attention to the whole customer experience (CX). Customer experience covers any interaction a customer has with a brand across all channels, including those managed by third parties. The Horváth & Partners Customer Experience Team implements proven methods and creative ideas to help break this complex challenge down into a set of actions that work systematically to effectively and sustainably optimize the customer experience.
Our proven CX approach proposes five modules – Translate, Understand, Design, Enable & Evolve – that are supported by a comprehensive toolbox to accelerate project delivery. In addition, our many years of cross-industry consulting experience allows us to customize the approach and include best practices.