Digital Customer Experience Management (DCXM)

Focusing on the customer

Digitizing the customer interface is the core challenge of your company's sales and marketing organization. Customer requirements in the B2C environment, and especially in the B2B area, have changed massively over the past few years. A vast majority of the decision-making and sales process is shifting to digital channels and takes place without any contact with the classic sales organization of your company. So, it must be capable of identifying, analyzing and recording the channels and touchpoints relevant to your customers. This is the only way you can influence the customer journeys of your customers and steer them in your direction.

Customer Journey

Controlling and optimizing customer journeys

We have developed a holistic approach to how you digitize the customer interface and design the customer journeys: digital customer experience management (DCXM). Our approach helps you effectively manage customer experiences – hands-on and with a clear focus on the digital world. You can use it to identify the needs and expectations of your customers, classify them, and actively shape them. This way, you will strengthen the long-term relationship with your customers, and satisfied customers turn into loyal customers, who are enthusiastic and authentic ambassadors of your brand and your products.

Our digital customer experience management approach covers eight key areas. Enabler topics complement these. If you design future customer experiences, all elements of the approach must be taken into account. Which subject area is important for you depends on the sector in which your company operates.

Customer experience

Sustainably increasing the customer experience

We have assisted numerous companies from a wide range of industries in designing their customer experience. We support you in the conception phase and actively accompany you during the implementation. With the jointly developed approaches, we increase the customer experience and make this increase measurable for you. With Horváth & Partners, you have a partner at your side who combines conceptual and implementation strength. And we will accompany you in all questions with the greatest degree of competence.