

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.
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.

Your Contact
Christoph Kopp
Benjamin Schwarzer

Bálint Palotai

Axel Borcherding

Francesco Quartuccio

Kurt Weber

Saad Hamam

David Statna

Patrick Braunschweig

René Linsner