Customer Experience Management

Customer Experience as a Differentiating Factor

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 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.

Certified Customer Experience Excellence Approach

Optimizing Customer Experience

The five modules of our established CX Excellence approach - Translate, Understand, Design, Enable & Evolve - are accompanied by a comprehensive methodology toolbox to accelerate project delivery. In addition, our many years of cross-industry consulting experience allows a high degree of individualization and the inclusion of cross-industrial best practices.

In addition to many happy customers, we are especially pleased that our framework has been certified by the internationally operating Customer Institute. This independent organization helps companies not only to determine the degree of customer orientation, but also to accompany them on the way to excellent customer orientation and to support an ever-improving customer experience.

The certification we have achieved certifies that our Customer Experience Excellence approach considers all aspects of customer orientation - from strategy to culture and from organizational implementation to process implementation.

Customer Experience Maturity Assessment

Your individual customer experience maturity level is waiting for you

With our Customer Experience Maturity Assessment, you can independently check the maturity level of your current customer experience management and where your individual optimisation potential is hidden. And it's quick and easy: you can complete the questionnaire online in about 15 minutes. The combination of our many years of cross-industry expertise, our certified CX Excellence Framework and experience from a large number of projects allows us to analyse the information you provide in real time.

Immediately after the CX Maturity Assessment, you receive...

  • ...the necessary transparency about the status quo of your customer orientation 
  • ...the most important fields of action with the greatest potential for improvement
  • ...a pool of ideas for the further development of your customer experience


Evaluate your individual customer experience maturity level

Find out quickly and clearly how advanced your customer experience engagement is.

Click here for the CX Maturity Assessment!

Connect with our CX team

Contact us

  • Proposal: You describe your current challenges and tasks ahead concerning customer experience, customer centricity or related topics, and we’ll develop an individual project approach.
  • Workshop: Together with your team, we’ll start to develop relevant building blocks of your customer experience in an initial workshop or workshop series.
  • Talk: We are happy to set up a meeting, in person or by phone, to understand better how our CX team can help you achieve your goals.

We want to inspire, win and retain customers. To do this, we need to keep up with the speed of digital change - a holistic customer-centric transformation is required. True to the motto „from strategy through execution“, Horváth provided us with convincing advice in both the strategic planning and during the implementation phases.

Christian Sallach, Chief Marketing & Digital Officer, WAGO Group

Horváth has supported us in consistently adopting the perspective of our customers and uncovering existing expectation-experience gaps along the customer journey. The findings were transferred into use cases and developed into operational prototypes in a very short time. In addition to the professional cooperation based on tight partnership, we were particularly convinced by the cross-functional composition of the consulting team.

Denis Muratčehajić, PO Customer Value & Loyalty, EnBW

Horváth supported us in the development of our new customer experience program not only by providing expert knowledge efficiently and agile, but also by digitally conducting workshops with all stakeholders during the COVID pandemic.

David Cerny, Director Sales & Service, BRITA