Scalable

CX implementation

is the key to success

Scalable

CX implementation

is the key to success

Welcome to SKOPOS CONNECT – your expert for the implementation and integration of customer experience (CX) solutions. Our tailored approach helps companies to choose the right technology, optimize all relevant touchpoints and seamlessly integrate them into your existing processes. Through targeted measures, we increase your net promoter score and help you to sustainably improve customer satisfaction. Benefit from our extensive experience in successfully implementing CX programs and let us revolutionize your customer experience together!

CX implementation & integration

The technical implementation creates a scalable and data-based system that forms the basis for data-driven optimization of the customer experience and enables targeted integration of feedback data into the company’s systems.

Definition:
The technical implementation creates a scalable and data-based system that forms the basis for data-driven optimization of the customer experience and enables targeted integration of feedback data into the company’s systems.

Key topics:
Selecting a CX platform such as Qualtrics or Medallia, connecting it to existing IT systems (e.g. CRM and e-commerce solutions), and technically implementing and integrating surveys at key touchpoints.

Objective:
to create a consistent and seamlessly integrated feedback system that captures relevant customer data and provides valuable insights along the customer journey. This is how we ensure that all measures are tailored to the needs of the customers and can be continuously optimized.

Data Strategy
We develop an effective data strategy – for the optimal consolidation of data sources and data-driven decisions.

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Tool/Platform Selection/Consulting
We offer customized tool and platform selection – for optimal adaptation to individual requirements and the existing system landscape.

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Set-Up/Configuration, Programming
We ensure efficient set-up and precise configuration – for optimal programming of questionnaires and contact points.

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Close the Loop-Workflows
We enable real-time responses – for more satisfied customers and greater loyalty.

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System Integration
We realize seamless system integration – for the perfect connection of CX program and IT systems.

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Compliance & Information Security
We stand for the highest compliance and information security – for the consideration of all data protection and security aspects.

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Methodical Consulting / Use Case Design
We offer methodical consulting and the design of use cases – for the targeted use of the right KPIs with effective questionnaires.

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Data Strategy Workshops: Your data as the key to a successful CX implementation

A well-thought-out data strategy is at the heart of every successful customer experience (CX) program. To optimally support your CX program, we offer specialized data strategy workshops together with our colleagues from SKOPOS ELEMENTS. This ensures that your database is used optimally for the introduction and scaling of a CX program.

Why is a data strategy crucial for CX?

Data is the basis for effectively collecting and analyzing customer feedback and deriving measures from it. However, data landscapes are often complex and fragmented.

A data strategy workshop helps you:

Identify the right data sources.
Develop a clear vision and strategy for data-driven decisions in your CX program.

Consolidate data and make it usable.

What can you expect in a Data Strategy Workshop?

The workshops are individually tailored to your requirements and cover topics such as:

Time and cost savings: Our experience as CX experts saves you valuable time and enables you to get off to a flying start with the right platform.
Long-term scalability: We think ahead and ensure that the platform can grow with your requirements.

Integration into your CX program:
How can data be seamlessly integrated into CX platforms like Qualtrics?
Future-oriented use:
Develop use cases for data-driven decisions and actions along the customer journey.

Our workshops combine strategic advice with practical approaches to create a solid data foundation for your CX program.
Your advantage: efficient data for targeted customer experience management.

With a clear data strategy, you can:

Collect and use relevant data along the entire customer journey.
Prioritize and implement CX measures based on data.

Make sustainable decisions based on reliable data.

Why SKOPOS CONNECT and SKOPOS Elements?

As experts in customer experience management and data strategy, we work hand in hand to provide you with comprehensive support. While we at SKOPOS CONNECT implement your CX programs, our colleagues at SKOPOS Elements contribute their expertise in the areas of data strategy and data management. Together, we offer you a solution that is both strategically and operationally convincing.

Further information
Find out more about our data strategy workshops on the SKOPOS Elements website. There you will find detailed information about the content and possibilities of the workshops.

CX platform selection and consulting: The right foundation for your customer experience program

Selecting the right platform is the first and crucial step for the success of your customer experience (CX) program. With our many years of CX expertise, we support you in identifying the ideal solution for your requirements and integrating it seamlessly into your existing system landscape.

Why is platform selection so important?

A CX program stands and falls with the right technology. The platform must not only cover your individual requirements, but also support your existing systems and make your processes more efficient. A precise selection ensures that your CX program is built on a future-proof foundation from the outset.

Our services in the area of platform selection and consulting

1. Analysis of your requirements
Together, we work out the answers to key questions that are crucial to the success of your feedback platform. We examine which feedback use cases should be established and which touchpoints and channels are of particular importance for this. We also analyze which functions are needed for sending surveys, collecting and analyzing data, and reporting. Finally, we check which IT systems, such as CRM or e-commerce solutions, the feedback platform should be connected to and which data flows need to be set up.

2. Platform selection
As an experienced partner, we provide comprehensive advice on how the leading CX platforms can best support your goals. Thanks to our practical experience with various platforms, we can offer you solutions that are perfectly tailored to your needs.

3. Proof of Concept (PoC)
Before implementation, we develop a proof of concept to ensure that the platform works optimally in your specific environment.

4. Customized roadmap for implementation
We create a clear decision-making basis and a roadmap for a smooth implementation that strengthens your CX strategy from the outset.

How do you benefit from our consulting services?

Time and cost savings:
Our experience as CX experts saves you valuable time and enables you to get off to a quick start with the right platform.
Long-term scalability:
We think ahead and ensure that the platform can grow with your requirements.

Maximum efficiency:
A tailored platform selection optimizes your processes and strengthens your CX strategy in the long term.

Use our expertise to make an informed decision and lay the foundation for successful customer experience management. Contact us for a no-obligation consultation!

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Technical implementation: Your customized CX measurement system

A powerful customer experience (CX) measurement system is the basis for data-driven decisions and sustainable optimizations along the entire customer journey. At SKOPOS CONNECT, we technically implement your requirements – from questionnaire programming to the integration of data into your existing IT systems.

Our services for technical implementation

1. Questionnaire programming
We create customized surveys for all touchpoints of your customer journey. We take the following into account:

Dynamic filters and logic:
Personalized survey experiences through intelligent routing and filter options.
Multilingualism:
Programming in all required languages for a global orientation.

2. Connection to customer journey touchpoints
The integration at relevant contact points is crucial for precise feedback. We take care of:

Survey triggers:
Automatic triggering by actions such as purchases, support requests or contract renewals.
Personalized invitations:
Targeted approach to your customers through personalized emails, SMS or other channels.

3. Close-the-loop functionality
Respond quickly to customer feedback:

Automatic notifications for relevant teams in the event of negative feedback.
Customer recovery processes, controlled directly from the CX platform.

4. Interactive reporting and dashboards
Make data visible – with intuitive, interactive dashboards:

Text analysis: Identification of trends and sentiments in open feedback.
Custom dashboards: Creation of dashboards that are individually tailored to your internal teams.
Real-time data: Direct insight into current KPIs and CX trends.

5.Integration into existing IT systems
Seamlessly integrate your data into existing processes:

Connect to CRM, ERP and ticketing systems for comprehensive process automation.
Feed feedback data back into your central systems for further analysis and action planning.

Ready for your CX measurement system?

Let’s create the technical foundation for your customer experience strategy together. Contact us for a no-obligation discussion and find out how we can successfully implement your CX program.

BOOK APPOINTMENT

From customer feedback to concrete action: Direct response and happier customers

A successful “close the loop” system is at the heart of every CX program. It’s not just about collecting feedback, but using it in a targeted way to take concrete action. We implement robust, scalable processes that seamlessly integrate feedback into your existing systems – from ticketing workflows to CRM integration.

Real-time response: identify and solve problems

A closed-loop automated system enables you to respond directly to customer feedback and address it in a targeted manner:

Automatic ticketing: Feedback is forwarded directly to the right teams or employees in the form of tickets.

Prioritization of concerns: Our solutions help you to automatically assess the urgency and importance of customer concerns.

Tracking and closure: Monitor and document measures until the problem is finally resolved – for full transparency.

Technological integration: CX platforms and CRM systems

With our support, you can implement a “close the loop” system that takes your customer processes to the next level:

Platform integration: Connect leading CX platforms such as Qualtrics or Alida to seamlessly process and evaluate feedback.
CRM synchronization: Integrate feedback tickets into CRM systems such as Salesforce, HubSpot or Microsoft Dynamics to centrally manage customer information and interactions.

Process automation: Use AI-powered tools to automatically categorize customer requests and assign them to the right teams.

The added value of our implemented workflows

To ensure the sustainable use of customer feedback, “Close the Loop” must be deeply integrated into your system landscape. We support you in this:

Efficient processes: Automation and integration reduce manual effort and increase response speed.
Better customer experience: Fast and targeted responses strengthen customer loyalty and increase satisfaction.

Strategic insights: Use feedback not only reactively, but as a driver for continuous improvement.

CX program integration: Seamless connection to your IT systems

A successful customer experience (CX) program only delivers its full value when it is seamlessly integrated into your existing IT infrastructure. We ensure that your feedback data can flow efficiently and be used optimally.
With our data management know-how and expertise in integrating modern CX tools, we create a robust connection between your CX program and your IT systems.

Our services for integrating CX programs

1. Data flow and data management

Efficient data streams: Ensuring a smooth flow of data between your CX tool and IT systems such as CRM, ERP or e-commerce platforms.
Data harmonization: Consolidation and preparation of feedback data to make it usable for different applications.

2. Integration into existing IT systems

CRM integration: Linking with systems like Salesforce, HubSpot or Microsoft Dynamics for a centralized view of all customer data.
Feedback recirculation: Integrating CX data into your BI tools, data lakes or other data-driven systems.

3. Data lake and data architecture

Building and optimizing a data lake to store feedback data centrally and scalably.
Creating a data-centric architecture that makes CX data available for analysis, reporting and strategic decision-making.

4. Feeding data back into your IT infrastructure

Automatically transferring insights and metrics to operational systems such as ticketing or workflow tools.
Use of feedback data to optimize processes in real time – e.g. through triggers for customer service teams.

5. Data security and compliance

Ensure that all data flows are designed to be GDPR-compliant.
Advice on secure interfaces and encrypted transmission paths.

The advantages of seamless integration

Efficient data flow: Use CX data in real time and in the right places.
360° customer view: Centralize all relevant customer data for comprehensive analysis and action.

Scalability: Flexible IT integration that grows with your needs.
Actionable insights: Ensure that your teams always have access to relevant insights.

Your path to efficient IT integration

Contact us to learn more about how we can connect your CX programs to your existing IT infrastructure and enable data-driven decision-making. Together, we’ll turn your CX data into a strategic advantage.

BOOK APPOINTMENT

Data protection and IT security in CX implementation:
Building trust through responsible data handling

A successful customer experience (CX) program is based on your customers’ trust in the secure and responsible handling of their data. When implementing a CX measurement system, we help you to take data protection and security aspects into account from the outset – with best practices that have been proven in numerous projects.

Why data protection and IT security are important in CX management

Collecting and analyzing customer feedback involves handling sensitive data. To ensure that your CX measures are successful, important aspects should be considered at an early stage:

Compliance with legal requirements:
Compliance with the General Data Protection Regulation (GDPR) and other local guidelines is essential.

Strengthening customer trust:
Transparency and protection of customer data promote the trust of your target groups.

Minimize risks:
Security breaches and data misuse can be avoided through forward-looking planning.

Our services for data protection and IT security

1. Consulting on best practices in CX data management

Support in designing surveys and processes that can be made compliant with data protection regulations.
Recommendations for consent processes, data minimization and secure data flows.

2. Secure handling of feedback data

Advice on secure collection, transmission and storage of data.
Use of established security mechanisms and platforms with high standards.

3. Responsible integration into IT systems

Linking feedback data with CRM, ERP and other inventory systems, taking secure interfaces into account.
Recommendations for building workflows that strengthen data protection.

4. Raising awareness among your team

Sharing best practices for the secure and compliant handling of CX data.
Support in creating internal guidelines and processes.

Our approach: Practical support for data-secure CX management

As experts in the technical implementation of CX measurement systems, we share our experience and best practices to help you integrate data protection and security into your CX program. We work closely with your internal data protection and IT managers to ensure that your requirements are met.

Build customer trust:
Transparency and protection of customer data promotes trust among your target groups.
Minimize risks:
Proactive planning helps prevent security breaches and data misuse.

Compliance with legal requirements:
Compliance with the General Data Protection Regulation (GDPR) and other local guidelines is essential.

Data protection as an integral part of your CX program

A strong CX program not only takes customer needs into account, but also the responsible handling of data. Let us work together to create a secure foundation for your CX program.

Design and development of feedback tools: customized CX solutions for your touchpoints

A strong customer experience (CX) program starts with the right questions and clear goals. In addition to the technical implementation, we support you in developing feedback tools that are precisely tailored to your customer journey and strategic goals. With our expertise as market researchers, we design surveys and feedback systems that deliver relevant insights and make your measures measurable.

Our services in the design of feedback tools

1. Design of use cases / KPI selection / questionnaire design
Every company and every customer journey is unique. We help you to design specific use cases for your touchpoints:

Which questions at which touchpoint provide the most valuable insights?
How do we design surveys that activate your customers and provide relevant answers?
How can feedback processes be integrated into your workflow?

2. KPI selection and development
We advise you on the selection of suitable KPIs that visualize the success of your CX measures:

Net Promoter Score (NPS): How likely are your customers to recommend you?
Customer Effort Score (CES): How easy was it for your customers to achieve their goal?
Customer Satisfaction (CSAT): How satisfied are customers overall (with the company/interaction)?
Other specific KPIs that are critical to your industry or business model.

3. Questionnaire design and logic
Mit unserem Marktforschungs-Know-how erstellen wir Umfragen, die:

Are precise, understandable and to the point.
Use smart filters and routing options to create personalized experiences.
Work optimally on all devices and in all languages.

4. Strategic integration into the customer journey
We help you design feedback tools to become part of a seamless CX program:

Automatic triggering of surveys after interactions (e.g. purchase, support contact).
Personalized invitations that specifically address customers.
Integration of results into dashboards and workflows for data-based measures.

How you benefit from our consulting

Precise insights: Get answers that specifically support your CX measures.
Strategic clarity: Use meaningful KPIs to measure progress.

Incorporation of expert knowledge: Benefit from our expertise in market research and CX implementation.

Ready for excellent feedback tools?

Contact us to learn more about our services around feedback design and KPI development. Together, we will create a system that measurably improves your customer journey.

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Your contacts

Oliver
Managing Director

Tobias
Head of Marketing & Sales

Marc
Product Owner CX & Agile Coach

Our customers

1 2 3 4 5 6 7 8

“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.“

Jörg Heinecke, Team Leader Customer Experience & Market Research
CSS Kranken-Versicherung AG

SKOPOS GROUP

SKOPOS GROUP comprises six specialised units drawing on 25 years of experience.

MARKET
RESEARCH

UX RESEARCH &
USABILITY

MYSTERY
RESEARCH

HR SURVEY &
FOLLOW UP

DATA SCIENCE &
ANALYTICS

SKOPOS GROUP

SKOPOS GROUP comprises six specialised units drawing on 25 years of experience.

You’re looking for the classics? SKOPOS RESEARCH offers market research expertise

MARKET RESEARCH

You’re user-focussed? Then you should speak to SKOPOS NOVA

UX RESEARCH & USABILITY

We test your touchpoints! SKOPOS NEXT is the mystery expert

MYSTERY RESEARCH

You’re looking for internal feedback? SKOPOS VIEW has the professional know-how

HR SURVEY & FOLLOW UP

You want faster decisions due to data-based processes? SKOPOS ELEMENTS will advise you!

DATA SCIENCE & ANALYTICS

Connect Office

SKOPOS CONNECT GmbH

Oppenhoffallee 106, 52066 Aachen
info@skopos-connect.de
+49 241 99000 770

Intrigued? We’re happy to advise you!

BOOK APPOINTMENT

CX implementation & integration

Data Strategy Workshops: Your data as the key to a successful CX implementation

Why is a data strategy crucial for CX?

A data strategy workshop helps you:

What can you expect in a Data Strategy Workshop?

Why SKOPOS CONNECT and SKOPOS Elements?

CX platform selection and consulting: The right foundation for your customer experience program

Why is platform selection so important?

Our services in the area of platform selection and consulting

How do you benefit from our consulting services?

Technical implementation: Your customized CX measurement system

Our services for technical implementation

Ready for your CX measurement system?

From customer feedback to concrete action: Direct response and happier customers

Real-time response: identify and solve problems

Technological integration: CX platforms and CRM systems

The added value of our implemented workflows

CX program integration: Seamless connection to your IT systems

Our services for integrating CX programs

The advantages of seamless integration

Your path to efficient IT integration

Data protection and IT security in CX implementation: Building trust through responsible data handling

Why data protection and IT security are important in CX management

Our services for data protection and IT security

Our approach: Practical support for data-secure CX management

Data protection as an integral part of your CX program

Design and development of feedback tools: customized CX solutions for your touchpoints

Our services in the design of feedback tools

How you benefit from our consulting

Ready for excellent feedback tools?

Your contacts

Our customers

SKOPOS GROUP

SKOPOS GROUP

Connect Office

SKOPOS CONNECT GmbH

Data protection and IT security in CX implementation:
Building trust through responsible data handling