Sophisticated CX analytics:

Data-driven insights for

an optimized customer experience

Sophisticated CX analytics:

Data-driven insights for

an optimized customer experience

Welcome to SKOPOS CONNECT – your partner for comprehensive customer experience (CX) analytics and reporting. Our customized portfolio includes state-of-the-art text analysis, individually designed dashboards and innovative automation solutions that help companies gain valuable insights into customer behavior. With the help of AI-driven analysis, we enable you to personalize and optimize your customer interactions. Together, we develop an effective reporting system that is tailored to your specific needs and helps you make informed decisions. Let us work with you to turn your data into valuable insights and significantly improve your customers’ experience!

CX analytics & reporting, AI

In customer experience management (CX), analysis and reporting play a central role in making customer experiences measurable and manageable. Only by evaluating the right data in a targeted manner and presenting it in an understandable way can you make informed decisions and derive targeted measures..

Text analysis models
We develop powerful text analysis models – for valuable insights from your data.
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Interactive dashboards
We create interactive dashboards for data-driven decisions and better business strategies.
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AI: Personalization & Automation (example: Qualtrics)
We integrate intelligent AI features for personalized customer interactions and better user experiences.

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AI: Insights Bot
We deliver strategic insights with our customized analysis and AI solutions.
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AI: Personabot
We develop both individual language models and solutions based on large language models.

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Results workshops & presentations
We design results workshops and presentations – for clear fields of action and strategies for sustainably improving your customer journey.
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Automated text analysis: understanding and using customer feedback

In customer experience management, the true value of open customer feedback lies in its systematic analysis. Automated text analysis makes it possible to efficiently evaluate large amounts of free text data and identify meaningful patterns, topics and sentiments. We combine our many years of expertise in qualitative market research with the latest tools, such as Qualtrics TextIQ or XM Discover, to provide you with precise and actionable results.

Our services in the area of automated text analysis

1. Model development for specific questions

Development and adaptation of analysis methods and models that are precisely tailored to your data and goals.
Identification of topics that are relevant to your customers and structuring of large amounts of data for maximum clarity.

2. Sentiment analysis: understanding the mood of your customers

Analysis of tonality and emotions in your customers’ feedback.
Automated assignment of positive, neutral and negative sentiment to identify trends and critical issues at an early stage.

3. Keyword and pattern analysis

Identification of keywords and language patterns that reflect recurring problems or desires of your customers.
Support in the development of specific measures based on clearly defined patterns

4. Manual validation and refinement

Analysis of tonality and emotions in your customers’ feedback.
Close collaboration with our colleagues from SKOPOS ELEMENTS to develop innovative approaches and refine results.

Tools and technology: the latest approaches for your analysis

With tools such as Qualtrics TextIQ or XM Discover, we rely on proven technologies that are flexible and powerful. We ensure that your text analysis not only offers technological excellence but also provides strategic clarity – from data preparation to interpretation.

Interactive dashboards: make data visible – simplify decisions

A good dashboard is more than just a collection of numbers – it is the central tool for presenting customer experience (CX) data in an understandable and actionable way. We develop interactive dashboards that not only visualize your data, but also support your teams in making data-driven decisions.

We support you from the design to the technical implementation – e.g. in Qualtrics, Tableau or Power BI – and ensure that your dashboards are precisely tailored to your requirements and target groups.

Our services for your individual dashboard

1. Design and development

Development of a clear and intuitive structure that addresses your specific questions.
Selecting the right widgets (e.g. charts, tables, maps) for targeted data visualization.

2. Data modeling and integration

Building the underlying data model: We define which data from your CX programs and other sources will be included.
Integration into existing systems: Seamless linking with data sources such as CRM, ERP or CX platforms.

3. Interactive functions and user-friendliness

Filters and drill-downs: Enable your teams to analyze data in a targeted manner – from an overall view down to details at the individual touchpoint level.
Interactive pages and widgets: Dynamic dashboards that can be flexibly adapted to individual questions.

4. Rights and role systems

Establish a clear rights and role system so that the right data is accessible to the right people.
Manage user groups to share data in a targeted and secure way.

Let us work together to develop an interactive dashboard that brings your data to life.
Contact us for a no-obligation consultation – we look forward to helping you!

Artificial intelligence in customer experience management: a new level of efficiency and insights

The integration of artificial intelligence (AI) is revolutionizing customer experience management (CX) by providing deeper insights into customer behavior and automating processes.
We combine state-of-the-art AI technologies with our many years of market research expertise to optimize your CX strategies.
In close collaboration with our colleagues from SKOPOS ELEMENTS, we offer customized AI solutions that take your customer interactions to a new level.

Possible applications of AI in customer experience management

1. Automated text and sentiment analysis
AI enables the efficient evaluation of large amounts of unstructured data, such as customer feedback or social media posts. By identifying topics and sentiments, you can recognize trends and react to customer needs in a targeted manner.

2. Personalization of customer interactions
By using AI, you can create personalized experiences based on individual customer preferences. This strengthens customer loyalty and increases satisfaction.

3. Predicting customer behavior
Predictive analytics can be used to forecast future customer needs and behavior, enabling proactive action.

4. Automation of routine tasks
AI-supported systems can take over repetitive tasks, reducing the workload on your employees and making more efficient use of resources.

AI features from Qualtrics: intelligent solutions for your CX management

Qualtrics has expanded its portfolio of AI-powered features to provide even more comprehensive support for customer experience management (CXM). These innovations improve interactions with customers, optimize internal processes and provide deeper insights into customer needs.

1. Qualtrics Assist: Your AI-powered consultant
Qualtrics Assist makes it possible to gain deeper and immediately actionable insights into customer and employee experiences through simple natural language input. This tool is designed to transform complex data into clear and understandable insights, recommendations and suggested responses. It can automatically trigger actions and workflows based on proven CXM data and methods to seamlessly implement improvements and support decisions by predicting trends and simulating their impact on business results.

2. Agent Assist: Real-time support for your employees
Agent Assist analyzes customer interactions in real time and provides your service agents with contextual recommendations. By using natural language processing (NLP) and machine learning, the system understands customer concerns and suggests appropriate solutions. This results in more efficient conversations, higher customer satisfaction and consistent service quality.

3. AI-powered chatbots: Intelligent interaction around the clock
Qualtrics’ advanced chatbots use AI to answer customer queries in an automated and personalized way. They are able to understand natural language and provide contextual responses, which increases customer satisfaction and improves customer service efficiency. By integrating them into dashboards, companies can monitor and continuously improve the performance of the chatbots.

4. Conversational Feedback: Dynamic customer surveys
This feature analyzes survey responses in real time and generates personalized follow-up questions. By understanding the context of the given answers, the system identifies incomplete feedback and prompts respondents to provide more specific and actionable answers. This provides companies with more comprehensive insights into customer and employee experiences while also saving time and resources.

5. Intelligent Summaries: Quick insights at a glance
With this feature, customer and employee feedback as well as market research results are instantly transformed into concise and simple overviews. Managers, researchers, marketers and customer service representatives can take informed and effective action. The AI-generated summaries automatically highlight important insights and provide easy-to-implement recommendations.

How you benefit from Qualtrics’ new AI features

Increased efficiency:
Automate routine tasks and enable your employees to focus on more complex customer issues.
Personalized customer interactions:
Offer tailored experiences that increase customer satisfaction and loyalty.

Informed decisions:
Use concise summaries and real-time analysis to respond quickly to customer feedback.
Proactive measures:
Identify trends and potential problems early and take appropriate action.

These AI-powered tools from Qualtrics help you effectively analyze customer feedback and make data-driven decisions.

The benefits of using AI in CX management

Deeper customer insights:
Better understand your customers’ needs and expectations.
More efficient processes:
Identify trends and potential problems early on and take appropriate action.

Proactive measures
Recognize trends and potential problems at an early stage and act quickly.

Harness the power of artificial intelligence to strengthen your customer relationships and optimize your business processes. Contact us for a personalized consultation and find out how AI can transform your customer experience management.

Sounds good? Book a personal consultation now!

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Results workshops and presentations: From feedback to action

Customer centricity only becomes a reality when concrete optimization measures arise from customer experience (CX) feedback. Our results workshops and presentations go beyond the mere presentation of data: together with you and your teams, we analyze the results, prioritize areas for action, and develop strategies that sustainably improve your customer journey.

Our services in the area of results workshops and presentations

1. Presentation of CX results

Quarterly and annual reports: Preparation and presentation of the most important insights from your CX program in clear and comprehensible reports.
Individually tailored analyses: Focusing on the topics that are most relevant for your departments and touchpoint owners.
Visual preparation: Use of interactive dashboards, diagrams and key findings to present the results in a clear and action-oriented way.

2. Insight Activation Workshops for deriving measures

Collaboration with touchpoint owners: Joint analysis of CX feedback directly at the relevant customer contact points.
Development of measures: Identification of opportunities for improvement and creation of specific to-dos for departments.
Prioritization and implementation planning: Support in structuring and implementing optimization measures.

3. Interdisciplinary collaboration

Cross-departmental approaches: Involving all relevant departments to overcome silos and develop holistic solutions.
Co-creation: Using methods such as design thinking to develop innovative ideas from customer feedback.

Your added value through results workshops

Action-oriented results:
Turn CX data into actionable strategies.
Cross-team collaboration:
Foster exchange between departments and create a unified view of customer experiences.

Sustainable improvements:
Ensure that measures are prioritized and implemented in a targeted manner.

From insights to optimizations: your next step

Let’s work together to ensure that your CX feedback results are more than just numbers and reports. Contact us to plan your next results workshop and take your customer experience to the next level.

Sounds good? Book a personal consultation now!

BOOK APPOINTMENT

Your contacts

Oliver
Managing Director

Tobias
Head of Marketing & Sales

Marc
Product Owner CX & Agile Coach

Our customers

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“With the Audi Innovators Circle (AIC), we have created an insight community that allows us to quickly and efficiently incorporate customer feedback into ongoing projects. The AIC has become an indispensable tool for our departments because we can use a wide range of customized research approaches to deliver exactly the results that are needed in the current project phase“

Oliver Malms, Customer Insights & Trend Research

“Thanks to our international CX program, we continuously learn from our customers’ feedback and, together with SKOPOS CONNECT, we can improve the customer journey of pet owners day by day.“

Maximilian Wittmar, Customer Insights Manager

“The ATOSS Customer Satisfaction Survey provides us with valuable insights across four customer journey touchpoints in six countries. Thanks to the professional advice and quick implementation by SKOPOS CONNECT, we benefit from short project durations, the real-time transfer of defined KPIs to Salesforce and we pave the way for further establishing the CX within the ATOSS organization.”

Stefan Koch, Head of Account-based Marketing

„With the Porsche Advisors Club, we have created a direct channel to our customers to get quick and pragmatic input on how we can further improve our products and services. It is important to us that this co-creation is not one-sided, but that we engage in an active dialog.“

Robert Ader, CMO of Porsche AG

“The Mainova Community makes research uncomplicated, fast and authentic for us. With it, we always have an ear to the ground when it comes to our customers and their perceptions: that in itself is value added.”

Eckart Strangfeld, Head of Market Research and Data Mining

“Now we can experience our customers’ customer journey live.“

Luis Freile, Customer Care Processes

“Think – talk – participate: that’s why we created the ARAG Denkraum. This is where we develop new ideas – together with our customers.”

Stéphanie Röhrig, Head of International Communication / Research & Analysis

„The CSS Research Community is a great way for us to bring in-depth customer knowledge into the company. Using a variety of methods, customers are quickly and easily involved in optimizing products, services and processes. The feedback we’ve received so far shows that this type of customer research is highly valued by our customers and by our internal teams.“