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Tailored CX strategies

for a successful

Customer Experience

Tailored Cx strategies

for a successful

Customer Experience

Welcome to SKOPOS CONNECT – your partner for comprehensive customer experience (CX) consulting. Our comprehensive portfolio includes CX consulting, CX strategy and CX research to support companies in developing individual CX concepts. Together, we create concepts for your individual and customized CX roadmap that is tailored to your specific requirements. Benefit from our methodical advice and optimize your customer interaction sustainably. Let’s take your customers’ customer experience to the next level together!

CX strategy: Your Key to an Outstanding Customer Experience

A successful customer experience strategy begins with a clear vision and specific goals. We help companies develop a customized CX strategy that is tailored to their individual market requirements and customer needs.

By defining clear objectives and a binding mission statement, we create a solid foundation for all CX measures and enable companies to effectively align their resources with the customer experience, taking every CX program to the next level.

  • CX roadmap

    We develop your individual CX roadmap – to take your CX program to the next level.

    Find out more…

  • CX maturity assessment

    We analyze your starting point to develop a targeted CX strategy and sustainable processes.

    Find out more…

  • CX maturity monitoring and progress tracking

    We regularly review your CX progress, highlight successes, and identify optimization potential for your customer experience.

    Find out more….

  • Customer journey mapping

    With our customer journey mapping, we show you weak points and optimization potential for more satisfaction and stronger loyalty.

    Find out more….

  • Persona development

    We create precise customer profiles – the basis for targeted marketing and a compelling customer experience.

    Find out more…

  • Target group / customer segmentation

    Through market segmentation, we optimize your strategy, develop customized products and identify profitable target groups.

    Find out more…

  • Stakeholder mapping / network analysis

    With network analysis and stakeholder mapping, we improve your customer experience management and close communication gaps.

    Find out more…

  • Supply chain analysis / value chains

    We optimize the customer experience along your supply and value chain – for more transparency, efficiency and brand loyalty.

    Find out more…

  • CX culture (change & transformation)

    We promote a CX culture for enthusiastic customers and dedicated employees.

    Find out more….

CX Roadmap: A step-by-step guide to success in customer experience management

With a clearly structured CX roadmap, inspired by the Qualtrics XM Institute model, we help companies effectively plan, implement and continuously adapt their customer experience strategy. Our approach helps you optimize your customer experience along clearly defined development phases – from initialization to establishing a sustainable CX culture.

Our services for developing and implementing your CX roadmap

Phase 1: Create CX fundamentals
First, we work with you to lay the strategic foundations for your customer experience. In this initial phase, we help you formulate a clear CX vision and set initial goals. With workshops and best practices from the Qualtrics XM Institute, we identify your specific CX challenges and align the roadmap with your business goals.

Phase 2: Build CX capabilities
In the second step, we develop your internal capabilities and processes to implement the CX strategy. We support you with targeted training and tools to promote a customer-centric mindset among employees. Together with you, we establish measures to promote an active CX culture and optimize internal processes to facilitate the implementation of your CX measures.

Phase 3: Scale and standardize measures
This phase focuses on scaling the successfully tested CX measures across the company and integrating them into everyday operations. We help you to introduce central CX metrics and standards that ensure quality at all touchpoints. With a structured feedback and monitoring system based on the recommendations of the XM Institute, we ensure that your measures deliver measurable results and that progress can be tracked at all times.

Phase 4: Establishing a sustainable CX culture
The last phase is about embedding a sustainable CX culture throughout the entire company. Together with you, we develop long-term strategies and initiatives to continuously improve customer satisfaction and promote a CX mentality in all departments. Through regular reviews and CX assessments, we adapt the roadmap to current customer needs to ensure lasting customer centricity.

Measurable success and continuous support

Our CX Roadmap services ensure that every action is measurable and strategically aligned from the outset. With Key Results and clear KPIs, based on the recommendations of the Qualtrics XM Institute, we support the implementation of your CX strategy and enable continuous development that directly contributes to customer expectations and corporate goals.

With our partnership-based approach and our extensive experience in customer experience management, we can help your company create a CX roadmap that not only meets objectives but also creates a sustainable and inspiring customer experience for your customers.

Persona development: workshop for a deeper customer understanding

In our persona development workshop, we help you get to know your target groups in a whole new way. Together, we develop detailed personas that reflect the needs, desires and challenges of your customers. With clearly defined personas, you gain valuable insights into how to tailor your customer experience and meet your customers’ expectations.

Start developing personas with us and lay the foundation for customer-centric marketing and a compelling customer experience.

Customer journey mapping: visualizing your customers’ path

Customer journey mapping is an indispensable method for systematically analyzing and improving the customer experience across all touchpoints. It enables companies to visualize the complete journey of their customers – from initial perception to loyalty after purchase – and to identify weaknesses and potential. Companies that have a thorough understanding of the customer journey can develop targeted measures to meet customer needs, increase customer satisfaction and build long-term customer relationships.

What is customer journey mapping?

Customer journey mapping involves visualizing the interaction between the customer and the company at all relevant touchpoints on a kind of map. This process helps to better understand the customer’s perspective and identify starting points for optimizing the customer experience. A journey map clearly shows how customers experience the company and where possible hurdles, frustrations or highlights lie.

Advantages of customer journey mapping

  • Improved customer understanding:
    By visualizing the customer journey, companies gain in-depth insights into the needs and expectations of their customers.

  • Optimized touchpoints:
    The analysis helps to identify critical touchpoints and improve them in a targeted manner to ensure a smooth and positive customer experience.

  • Higher customer retention:
    A consistently customer-oriented experience increases customer satisfaction and loyalty, which in the long term leads to higher customer retention.

  • More efficient processes:
    The mapping helps to adapt internal processes so that they are better aligned with the needs of the customer and run more efficiently.

Customer journey mapping as a strategic tool

Successful customer journey mapping is more than just a graphic – it is a strategic tool that systematically combines data and customer feedback. By analyzing the entire journey, companies can proactively respond to customer requirements and implement improvements where they will have the greatest effect.

Our customer journey mapping workshop

In our workshop, we support you in analyzing and visualizing the customer journey, tailored to your target groups and products. We help you identify key contact points and derive specific measures to optimize the customer experience.

Use customer journey mapping to create a consistently positive customer experience and align your business with the needs of your customers. We show you how to achieve long-term success with a holistic understanding of the customer journey.

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Network analysis & stakeholder mapping: strengthening customer focus at all levels

In customer experience management (CEM), it is crucial not only to optimize direct customer communication, but also to understand and strengthen internal and external networks within the company. Network analysis and stakeholder mapping help to visualize the complex relationships and communication channels within and outside the company that put the customer at the center. Targeted analysis can be used to identify key individuals and groups that have the greatest influence on the customer experience, and to close communication gaps to enable a consistent, customer-centric strategy.

What is network analysis in the context of customer experience management?

In the context of customer experience management, network analysis examines how departments, teams and external partners work together to provide the best possible customer experience. It makes visible who within the company is relevant for the customer experience, how information flows between departments, and where possible gaps or bottlenecks in communication exist. A network diagram clarifies these relationships and shows starting points for improving communication and collaboration around the topic of customer experience.

Stakeholder mapping in customer experience management

Stakeholder mapping is an essential tool in customer experience management for understanding the expectations and needs of all relevant interest groups. In addition to customers, these include internal departments, sales partners, suppliers and other external stakeholders that influence the customer experience. Systematic stakeholder mapping can be used to develop strategies for improving collaboration in a targeted manner and aligning all parties involved with a common goal – an outstanding customer experience.

Network analysis and stakeholder mapping as strategic CX tools

Network analysis and stakeholder mapping provide valuable insights for customer experience management. By systematically examining their internal and external connections, companies can identify optimization potential and develop a clear, targeted strategy. These tools help align the entire company with the customer and ensure that all parties are working towards an excellent customer experience.

Our workshop: network analysis and stakeholder mapping

In our workshop, we conduct a targeted network analysis and comprehensive stakeholder mapping for your CX strategy. We help you to visualize customer-relevant networks and develop communication strategies that enable a consistent and inspiring customer experience.

Workshop content:

  • Visualization and analysis of internal and external networks.

  • Identifying CX-relevant stakeholders and their influence on the customer experience.

  • Developing targeted communication strategies to promote the customer experience.

  • Deriving specific measures for better collaboration and stronger customer orientation.

Use network analysis and stakeholder mapping to take your customer experience to a new level. With a clear understanding of the relevant relationships and influencing factors within your company, you can create the basis for a truly customer-centric strategy.

Sounds good? Then arrange a personal consultation now!

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Supply and value chain analysis: the basis for an optimal customer experience

A smooth-running supply and value chain is crucial to meeting customer expectations and building trust. Analyzing these chains as part of customer experience management (CEM) makes it possible to increase efficiency, transparency and sustainability – from procurement to the customer. Companies that align their value creation with customer needs create the basis for a consistent and inspiring customer experience.

Benefits of supply and value chain analysis

  • Improved transparency:
    Risks such as bottlenecks are identified at an early stage, and sustainable processes build customer trust.

  • Greater efficiency:
    Optimizations reduce costs and improve reliability along the entire customer journey.

  • Strengthening customer loyalty:
    Smooth processes and ethical standards increase loyalty and satisfaction.

Our workshop: supply chain and value chain analysis

In our workshop, we work with you to analyze your supply and value chain, identify optimization potential, and develop specific strategies to improve the customer experience in a targeted manner.

Workshop content:

  • Visualization of the supply and value chain.

  • Identification of efficiency and transparency potential.

  • Development of customer-centric measures for a seamless customer journey.

Discover the potential of your value chain for an excellent customer experience and secure a competitive advantage.

Sounds good? Book a personal consultation now!

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CX culture and transformation: change for a customer-centric future

A strong customer experience (CX) culture is the cornerstone of success in customer experience management. Companies that embed CX as an integral part of their corporate culture not only create an inspiring customer experience, but also foster employee engagement and a willingness to innovate. However, the transformation to a customer-centric organization requires a well-thought-out change and transformation strategy that involves employees and positions managers as role models.

Building a CX culture: Working together for customer focus

Building a CX culture starts with all employees understanding the importance of the customer experience and actively contributing to it. When exemplified by managers and supported by targeted training, a lived CX culture promotes the incorporation of customer needs into all business processes and ensures that decisions are always made with the customer in mind.

Change & transformation in CX management

A successful transition to a CX culture requires a clear change management strategy. Targeted measures and transparent communication turn employees into active drivers of the transformation. Workshops, targeted training, and continuous feedback help to sustainably anchor the change.

Advantages of a CX culture for companies

  • Increased customer satisfaction through consistent and customer-oriented processes.

  • Increased employee loyalty through a common goal and meaningful tasks.

  • Competitive advantage through strong customer loyalty and positive recommendations.

With a strong CX culture and a well-thought-out transformation strategy, you can create the basis for a future-proof and customer-oriented corporate culture.

Our offer to
support your CX culture

1. CX culture workshops:
In customized workshops, we help you lay the foundations for a customer-centric corporate culture. Together, we develop guidelines, values and concrete measures that embed CX in all areas of the company.

2. Change management consulting:
We support your organization in its transformation towards a CX culture. From developing a change strategy and communication plans to moderating management workshops, we ensure that the change is supported by everyone.

3. Training and education programs:
Our offering includes practical training for employees and managers that teaches the basics of CX and provides specific options for action. We place particular emphasis on interactivity and practical application to ensure a sustainable transformation.

With these services, we ensure that your organization successfully masters the change to a lived CX culture – for enthusiastic customers and committed employees.

SWOT analysis and CX maturity model: success factors for a strong CX strategy

To establish successful customer experience management (CEM), it is crucial to know the company’s current starting position and the potential for optimization. The SWOT analysis and the CX maturity model offer valuable approaches for improving the CX strategy in a targeted manner and sustainably anchoring customer-oriented processes.

SWOT analysis in customer experience management

A SWOT analysis (strengths, weaknesses, opportunities and threats) provides a clear overview of the factors that influence the customer experience. By systematically considering internal and external factors, companies can selectively build on their strengths and eliminate their weaknesses. An analysis of opportunities and threats makes it possible to respond to market developments in a targeted way and to protect against potential threats.

Advantages of SWOT analysis in CEM:

  • Identification of strengths that positively influence the customer experience.

  • Clear fields of action for minimizing weaknesses.

  • Proactive use of market opportunities for better customer retention.

  • Risk assessment for stabilizing the CX strategy.

CX maturity model: step-by-step development to CX excellence

The CX maturity model is a strategic tool for evaluating the state of development of the customer experience in a company. It divides CX development into different maturity levels – from basic to fully optimized CX processes. This classification shows companies clearly where they currently stand and what next steps are necessary to achieve a high level of customer orientation.

Advantages of the CX maturity model:

  • Objective evaluation of the state of CX development.

  • Structured roadmap for further development.

  • Identification of targeted measures to achieve the next level of maturity.

  • Long-term planning for sustainable CX transformation.

Our offer: From analysis to implementation

1. SWOT analysis workshop:
We conduct interactive workshops with your team to analyze the internal and external factors that shape the customer experience. Together, we identify strengths, weaknesses, opportunities and threats and process them visually and strategically.

2. CX maturity assessment and roadmap creation:
Using the CX maturity model, we assess the current state of your customer experience and derive clear measures for further development. These are prioritized in a structured roadmap that shows concrete steps to achieve the next level of maturity.

3. Integration of SWOT analysis and CX maturity model:
We link the results of the SWOT analysis directly to the CX maturity model. This results in a consistent strategy that takes into account both short-term optimizations and long-term developments.

With these services, we support you in thoroughly analyzing the starting point of your CX strategy and developing concrete measures for a sustainable improvement of your customer experience – in a practical, strategic and implementation-oriented way.

Sounds good? Book a personal consultation now!

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CX maturity model: Visualize progress and ensure long-term success

A successful customer experience (CX) strategy thrives on continuous improvement and clearly measurable progress. The CX maturity model offers companies a structured basis for evaluating the current state of their customer experience and deriving targeted measures for further development. Regular updates – at yearly intervals, for example – document progress and make successes visible. This not only enables long-term success monitoring, but also creates the basis for a flexible and future-proof CX strategy.
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Advantages of an annual update of the CX maturity model

1. Measurability of progress and success
Regularly updating the maturity model makes it possible to measure the impact of CX measures. Companies can clearly see how the customer experience has developed and which measures have been particularly successful.

2. Motivation and focus
Highlighting progress motivates both managers and employees to continue working on the CX strategy. At the same time, the annual review creates a clear focus on the next goals and measures.

3. Strategic adjustment
Markets, customer needs and technological conditions change. A regular update of the maturity model helps to adapt the strategy to new circumstances and ensure that CX measures always remain relevant.

4. Prioritization of investments
A current assessment of the maturity level shows which areas still have potential for development and where investments make sense to further advance the CX.

5. Long-term success monitoring
The documentation and comparability of the annual updates create a solid database that reveals long-term trends and developments.

How we can support you:

  • Annual CX maturity assessment:
    We conduct regular workshops or analyses to evaluate the current state of your CX strategy. We compare the results with previous years and highlight progress and new areas for action.

  • Monitoring and KPI tracking:
    We help you define and monitor the relevant KPIs so that they flow directly into the maturity assessment and make progress measurable.

  • Strategy review and roadmap updates:
    Based on the new insights, we support you in revising your CX roadmap to ensure that your strategy is always aligned with current goals.

Sounds good? Book a personal consultation now!

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Your contacts

Oliver Kern

Oliver
Managing Director

Tobias

Tobias
Head of Marketing & Sales

Marc

Marc
Product Owner CX & Agile Coach

Our customers

PORSCHE
PORSCHE
vw
vw
SEAT
SEAT
REWE GROUP
REWE GROUP
Bayer
Bayer
VIESSMANN
VIESSMANN
GLS
GLS
FRESSNAPF
FRESSNAPF
1 FC Koeln
1 FC Koeln
Continental
Continental
Fingerhaus
Fingerhaus
ATOSS
ATOSS
AmRest
AmRest
DERTOUR
DERTOUR
dextra
dextra
bergzeit
bergzeit
tobaccoland
tobaccoland
trumpf
trumpf
 
12345678
“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“
Audi
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.“
Fressnapf
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.”
ATOSS
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.“
Porsche
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.”
Mainova
Eckart Strangfeld, Head of Market Research and Data Mining
“Now we can experience our customers’ customer journey live.“
SEAT
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.”
ARAG
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.“
CSS
Jörg Heinecke, Team Leader Customer Experience & Market Research
CSS Kranken-Versicherung AG

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

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SKOPOS CONNECT GmbH

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

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