Effective CX measures

for an outstanding

customer experience

Effective CX measures

for an outstanding

customer experience

Welcome to SKOPOS CONNECT – your partner for effective CX measures that will make a difference. Our extensive portfolio includes effective action planning and the implementation of “close the loop” strategies that enable companies to respond directly to the needs of their customers. We support you in implementing customer-centric innovation management that is tailored to your specific requirements. Together, we define individual measures to further develop your CX initiatives and ensure that your customers are at the center of all activities. Benefit from our expertise and let us work together to take your customers’ experience to a new level!

CX measures

Measures in customer experience management are targeted actions and programs that are implemented along the customer journey to achieve the previously defined goals. The focus here is on designing a positive, consistent customer journey that exceeds customer expectations at every touchpoint.

Key topics:

Customer acquisition and retention:
We create experiences that both inspire new customers and retain existing ones over the long term through targeted measures.

Customer journey optimization:
Analyzing customer feedback from various touchpoint surveys along the entire customer journey provides the basis for deriving effective measures to continuously optimize the journey and create unique customer experiences.

Touchpoint management:
Each touchpoint is designed with purpose and continuously monitored to ensure that customer interactions are always positive and on-brand.

OKR framework
We advise you on your OKR framework – on goals, purpose, strategy and iterative steps.

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Feedback to Action (Close the Loop)
We implement Feedback to Action – for targeted follow-ups and effective improvement measures.

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CX optimization (Outer Loop)
We drive CX optimization – for structural improvements to your products and services.

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Action Planning
We design action planning – to systematically process customer feedback and sustainably improve service quality.

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Insight Activation
We activate insights – through intensive discussions, creative ideas and targeted refinement.
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Customer-centered innovation management
We promote customer-centered innovation management – with insight communities to iteratively test and further develop ideas.

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Further development of the CX measurement system
We shape the further development of the CX measurement system – by capturing new touchpoints and integrating modern analysis methods.

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Design Thinking
We revolutionize innovation with design thinking – we understand user needs and develop practical solutions.

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OKR framework in customer experience management: specific implementation for your CX goals

We offer you customized support in implementing the OKR framework (Objectives and Key Results) in customer experience management so that your CX strategy can be precisely measured and implemented in a targeted manner. The OKR framework makes it possible to strategically address customer needs and to make specific CX measures measurable along the customer journey.

Our services for your successful CX implementation with OKRs:

Workshop on objectives and key results development: In a structured workshop, we work with you to develop clear CX objectives and the associated measurable key figures (key results). This is how we create a transparent and verifiable basis for your CX strategy.

Consultancy on planning CX measures: We support you in planning your CX measures along the defined OKRs and implementing them effectively at the individual touchpoints, so that your customers have a consistently positive experience.

Monitoring and success control: With regular monitoring and review processes, we ensure that your key results are achieved and that the measures can be continuously optimized.

Employee involvement and training: OKR solutions are most effective when all employees actively implement them. We train your team to increase their understanding of CX goals and strengthen collaboration across departments to improve the customer experience.

Sustainable CX success through OKR-driven measures

Our range of services helps you to align the OKR framework with your CX goals and implement it sustainably. This is how we ensure that your customer experience strategy not only achieves defined goals, but also achieves tangible customer success and exceeds your customers’ expectations in the long term.

Feedback to Action: Turning customer feedback into action

To sustainably improve the customer experience, feedback from individual interactions must be directly translated into targeted action.
Our approach ensures that you not only listen, but also act – quickly, personally and effectively.

Our solutions for “Feedback to Action”

1. Targeted touchpoint surveys: We implement feedback mechanisms along the entire customer journey to make experiences measurable after key interactions such as purchases or service requests. This feedback forms the basis for immediate action.

2. Automated follow-up processes: Thanks to automated workflows, feedback is forwarded to the relevant teams in real time. Personalized follow-up messages show your customers that their feedback is valued and taken seriously.

3. Action implementation in relevant teams: We help you create structures that ensure feedback directly leads to specific improvements – whether in customer service, sales or product development.

4. Measuring success with clear KPIs: We establish transparent success monitoring to make the impact of the measures measurable. This allows you to keep a constant eye on progress and customer satisfaction.

Consistent action implementation adds value

Our Feedback to Action approach not only directly increases customer satisfaction, but also optimizes your internal processes.
Targeted follow-up measures help you build trust, increase customer loyalty and create the basis for an excellent customer experience.

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Using customer feedback strategically: measures for sustainable CX optimization

Structured feedback management goes beyond individual interactions. To improve the customer experience (CX) in the long term, feedback from the entire customer journey must be analyzed and strategically translated into concrete measures. We support you in using feedback systematically and implementing sustainable optimizations company-wide.

Our solutions for strategic feedback management

Analysis of touchpoint data:
We help you capture and systematically evaluate customer feedback along the entire customer journey. This is how we identify key areas for improvement and create a solid foundation for targeted measures.

Development and prioritization of measures:
In workshops, we work with you to develop actionable measures and define clear responsibilities so that your CX initiatives are implemented strategically and effectively.

Sustainable implementation and success monitoring:
We support you in implementing optimizations and establish success measurements with clear KPIs to monitor progress and make adjustments as needed.

Transparent communication with customers:
Proactive feedback on implemented improvements strengthens your customers’ trust and shows that their feedback is being taken seriously and used consistently.

The added value of our feedback-to-action management

With our approach, we ensure that customer feedback leads to real improvements.
The result: an excellent customer experience, strengthened customer loyalty and continuous added value for your company.

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Action planning in customer experience management: transforming customer feedback into concrete measures

Effective action planning is the key to systematically translating customer feedback from transactional touchpoint surveys into improvements. This method makes it possible to continuously adapt the customer experience (CX) to the needs and expectations of customers. Our action planning services help companies to systematically process customer feedback in order to improve the quality of service at every touchpoint along the customer journey.

Our services for successful action planning in customer experience management

Analysis of touchpoint data:
We help you to collect and systematically evaluate customer feedback along the entire customer journey. This is how we identify key areas for improvement and create a solid foundation for targeted action.

Action planning workshops to develop measures:
In specially developed workshops, we analyze the collected feedback and work with your team to develop customized action plans. Here, we define clear responsibilities and prioritize the steps to make targeted adjustments along the customer journey and proactively respond to challenges.

Sustainable implementation and success monitoring:
We support you in implementing optimizations and establish success measurements with clear KPIs to monitor progress and make adjustments as needed.

Regular monitoring and success control::
With clear KPIs and continuous monitoring, we help you monitor the success of your measures. This way, you always have an overview of progress and can flexibly make adjustments to continuously improve the customer experience.

The added value of our action planning services

With structured action planning, we ensure that customer feedback is not only collected but also translated into effective measures. Companies benefit from an improved customer experience that directly contributes to satisfaction and loyalty. Our data-driven action planning approach ensures that measures are implemented in a targeted and dynamic way that consistently exceeds your customers’ expectations.

Insight Activation: From customer feedback to innovative solutions

Open-ended text responses from NPS or customer satisfaction surveys are a treasure trove of valuable information – from satisfaction and challenges to initial solutions.
With our Insight Activation approach, we harness this potential and develop concrete measures and innovative ideas from it.

Our multi-stage process for Insight Activation

1. Automated text analysis:
We use modern topic models and sentiment analysis to systematically process open customer comments. Key topics, needs and concerns are identified and supplemented with contextual data such as customer master data, shopping cart information or usage behavior.

2. Presenting and discussing results:
We present the findings – including customer quotes and the main topics – in an interactive workshop. Together with representatives of your departments, we identify initial areas for innovation and optimization.

3. Developing ideas and solutions:
On the basis of the workshop discussion, we derive specific problem-solving approaches and initial optimization ideas. We summarize these in clear concept boards that already outline initial solutions.

4. Enrichment and validation:
In further rounds with your team, the concept boards are supplemented and refined. We then conduct market research studies with your customers to test and validate the solutions and select the best ideas for the innovation process.

5. Refinement and selection:
The results of the market research are incorporated into a final revision of the concept boards. The best ideas are prioritized and transferred to the further innovation process.

Why Insight Activation?

Our Insight Activation approach combines data-driven analysis with collaborative development and practice-oriented validation.
The result: actionable solutions that are directly based on your customers’ needs and drive sustainable innovation.

Insight Communities: Your innovation hub for customer-centric solutions

To not only understand customer expectations, but also to actively integrate them into your innovation processes, we offer you a platform that seamlessly combines feedback and co-creation: our Insight Communities.
Based on the results of our Insight Activation workshops, we create a flexible and powerful tool for you to iteratively test and develop ideas.

From feedback to innovation – putting your customers at the center

Insight Communities serve as a feedback and innovation hub where you can involve your customers directly in your development processes.
Recruited through your CX program, your customers contribute valuable perspectives and experiences that you can use to further develop products, services or processes.

Our services for your innovation hub

1. recruitment of suitable participants:
We integrate your customers from NPS or satisfaction programs into the communities. This ensures that the participants bring real insights and relevant perspectives for your goals.

2. Iterative tests and studies:
The ideas and concept boards developed in the Insight Activation Workshops are systematically tested and further developed in the community. We collect valuable insights directly from your customers via studies, feedback rounds or co-creation sessions.

3. Continuous development:
Thanks to the iterative structure of Insight Communities, customer feedback flows into your innovation processes in real time. This allows you to adapt and prioritize ideas at an early stage.

4. Long-term customer loyalty:
The communities not only create an innovation tool, but also strengthen the bond with your customers, as they are actively involved in the design of your products and services.

Your benefits with Insight Communities

Efficiency and accuracy:
Test new ideas directly with your target group and save time and resources in product development.

Maximum customer focus:
Actively involve your customers in the innovation process and create solutions that really convince.

Strategic flexibility:
Use the community for both short-term studies and as a long-term partner for continuous feedback and innovation.

Insight Activation meets Insight Communities

While Insight Activation workshops lay the foundation for initial optimization approaches and ideas, Insight Communities deepen this process and create a dynamic environment for customer-centric innovation.
Together, they ensure that customer feedback is not only heard, but used as a driver for sustainable change.

Further development of CX feedback programs in customer experience management: precise customer feedback for targeted measures

The continuous development of CX feedback programs is crucial to capturing customer feedback across the entire customer journey and implementing targeted improvements. Our services help companies optimize transactional surveys, incorporate new touchpoints, and integrate modern analysis methods. This creates the basis for flexible and data-driven customer experience management (CEM) that puts the needs of the customer at the center and enables targeted action.

Our services for developing your CX feedback program

Expansion of the CX program with new touchpoint surveys along the customer journey
We help you incorporate new and relevant touchpoints into your feedback strategy. This way, you can gain targeted insights into additional phases of the customer journey that provide valuable data for your measures and help you optimize the customer experience holistically.

Realign the content of existing surveys to include new service and product benefits
Over time, your products and services will continue to evolve – and so will your customers’ needs. We can help you adapt the content of your existing surveys so that they are targeted to current service benefits and product updates. This ensures that your feedback program always remains relevant and delivers actionable insights.

Optimization of transactional feedback surveys for targeted insights
We analyze your existing transactional surveys and develop tailored adjustments to achieve meaningful results. This enables you to identify clear improvement measures along the customer journey and sustainably strengthen customer satisfaction.

Use of innovative analysis methods
To further deepen the feedback, we advise you on possible areas of application for advanced analysis tools, such as AI-based text analysis. These technologies help to identify central topics and sentiments in open comments, recognize trends early on and derive strategic measures.

Continuous evaluation and optimization of the feedback program
With ongoing monitoring and adjustments, we ensure that your CX feedback program stays up to date and can respond flexibly to changing customer needs. This way, you guarantee the long-term relevance and effectiveness of your feedback strategy.

The added value of our CX feedback program services

With the targeted development of your CX feedback program, you gain deeper insights into customer needs and implement targeted improvements along the customer journey. Companies benefit from a data-based, flexible CX strategy that not only sustainably strengthens customer satisfaction but also customer loyalty.

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Design Thinking Workshops in customer experience management: Together with SKOPOS CONNECT and SKOPOS NOVA for user-centered solutions

In our design thinking workshops, we combine the CX expertise of SKOPOS CONNECT with the UX expertise of our partners at SKOPOS NOVA. Together, we help you to understand the needs of your customers and to develop innovative solutions that sustainably improve your customer experience (CX). These workshops offer you the opportunity to develop creative ideas and to derive specific measures to optimize the customer journey – always with the customer in mind.

Our services in the design thinking workshops

Customer-centered analysis and exploration
With our combined expertise in CX and UX management, we conduct an in-depth analysis of customer needs. Together, we identify key moments and pain points along the customer journey that require special attention, thus creating a solid foundation for concept development.

Innovative concept development and prototyping:
In a workshop format, we develop initial ideas and prototypes for specific CX solutions together with you. SKOPOS NOVA contributes its expertise in the field of UX design and prototyping, while SKOPOS CONNECT ensures that the concepts support your strategic CX goals and aim for measurable success.

Testing and validation of the concepts
By conducting usability tests with prototypes together, we gain early feedback that helps to fine-tune the solutions. This approach ensures that the measures are practical and can be implemented directly.

Strategic advice and implementation
SKOPOS CONNECT and SKOPOS NOVA not only support you in the concept phase, but also in the implementation. Together, we develop a tailor-made action plan to integrate the developed solutions into your CX strategy in the long term, thus creating a consistent, convincing customer experience.

Why our joint design thinking workshops?

Our collaboration combines the in-depth UX knowledge of SKOPOS NOVA with the comprehensive CX expertise of SKOPOS CONNECT. This teamwork makes it possible to create practical, user-centered solutions that specifically address your challenges. The combination of creative design thinking approaches and data-based insights along the customer journey ensures that your measures are implemented precisely and in a customer-oriented way – for a customer experience that inspires and builds long-term loyalty.

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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.“