Customer Experience Consulting for Measurable Customer Experiences

With our many years of expertise in customer experience consulting and a deep understanding of digital experience, we support companies in designing consistent and effective customer experiences across all channels – strategically sound and operationally feasible. Our goal is customer experiences that inspire, retain, and enable growth.

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Competencies

The Challenge: Thinking CX Holistically and Designing it Consistently

Customer Experience (CX) is gaining increasing strategic importance for companies. This creates the challenge of providing consistent, real-time, and individually relevant experiences across all channels – while keeping pace with expectations shaped by digital platforms and cross-industry best practices.

At the same time, internal silos, complex processes, and fragmented data landscapes make it difficult to consistently manage the customer journey. Many initiatives in CX management remain operationally driven and address only individual touchpoints – without keeping the entire customer journey consistently in view. Linking customer experience, brand, processes, and technology is demanding – but essential for sustainable success.

Good customer experience is increasingly becoming the key differentiator – and an active growth driver that companies can and should actively shape.

CX as a Strategic Success Factor

In a digitally connected world, positive customer experiences decisively influence brand loyalty and business success. Customer experience is no longer just a communication topic but a holistic management approach – with impact on strategy, organization, and technology. Only those who strategically network customer journey, CX management, and relevant data sources can purposefully optimize the customer experience and create sustainable competitive advantages.

CX strategies are increasingly developing into the central lever for differentiation – especially against the backdrop of rising customer expectations for:

  • Individualization: Personalized offers and services in real time, tailored to individual needs
  • Speed: Seamless, efficient processes across all touchpoints
  • Relevance: Content, products, and services that provide real added value at the right time

Companies that specifically invest in customer experience actively shape their future—because they understand what customers really expect and systematically translate these insights into value creation.

Our Approach: Individual CX Strategies with Measurable Added Value

Excellent customer experience does not arise from standard solutions, but from tailor-made strategies and a systematic interplay of strategic, organizational, and technological factors. Our approach to CX management is holistic, rooted in brand and company – individual, measurable, and operationally feasible. We translate customer centricity into concrete levers along the entire customer journey – supported by targeted customer journey mapping and our strategic framework, the CX Wheel.

The CX Wheel structures customer experience along four essential dimensions:

  • Relationship: Creating emotional closeness and positive experiences through relevant, connecting measures.
  • Interaction: Designing consistent touchpoints across channels, where brand identity, content, and commerce seamlessly interact.
  • Organization: Anchoring CX within the company: through clear processes, roles, and cross-functional collaboration.
  • Tech & Data: Personalization through intelligent, scalable technologies and a robust data foundation.

This is how effective CX strategies are created, which specifically optimize and measurably improve customer experiences – and translate them into sustainable growth.

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Jasmin Cornelsen
Jasmin Cornelsen
Associate Partner
+49-211-1379-8393
Ira Schaefers
Ira Schaefers
Manager
+49-172-2569831
Ihre Nachricht an

    Our strengths in

    Customer Experience

    Customer Insights, Personas & Analytics

    Who exactly is your target group? What motivates them? Where can you best reach them? What do you do with all the data your customers are already generating today?

    Detailed knowledge about your customers and their touchpoints along the customer journey is the foundation for everything – for any customer-oriented, individual, and positive positioning of products, services, and all customer experience interactions.

    We help you generate the necessary insights about your target groups and make them usable within your company. Taking your individual objectives into account, we derive suitable recommendations for action—targeted, cross-industry, and sustainable.

    Finally, we support you in developing specific CX measures and their implementation – with the goal of creating a positive customer experience and achieving higher customer satisfaction. Our CX consulting supports you holistically, from analysis through strategy development to operational implementation—together, supportive, and with many years of know-how.

    Customer Journey Mapping & Touchpoint Analysis

    In an increasingly connected world, the expectations for a consistent and relevant customer experience are rising – across all channels. At the same time, designing and managing the customer journey is becoming ever more complex. This is where our consulting comes in: With systematic customer journey mapping and targeted analysis of touchpoints, we create a robust foundation for effective optimization measures.

    Instead of planning the entire customer journey in lengthy projects, we focus on the key touchpoints with the greatest impact on customer satisfaction, loyalty, and conversion. Together, we identify relevant behavioral patterns, prioritize the critical touchpoints, and derive concrete measures for improvement – efficient, data-based, and targeted.

    Our approach as customer journey consultants is pragmatic and impact-oriented: We combine analytical depth with strategic clarity – to create experiences that convince customers and drive companies forward.

    Marketing Automation & Process Optimization

    Customer requirements are changing dynamically – along the entire customer journey. In order to respond appropriately, structured, automated processes are necessary to enable relevant and consistent communication.

    Marketing automation supports the targeted and resource-efficient management of communications. Information can be provided individually, internal processes are relieved, and scatter loss is reduced – without unnecessarily increasing complexity.

    We support companies in developing and implementing appropriate automation strategies: from tool selection to process integration to organizational embedding. The goal is to implement data-driven customer experience measures effectively and continuously optimize them.

    Customer Experience Management

    Professional customer experience management is the foundation for sustainably increasing sales – while keeping the budget steady. But how does this work in detail?

    A consistent customer experience across all touchpoints gives customers exactly what they want. Centralized management promotes synergies and improves the performance of every single channel. Consistent, data-driven use enables the development of targeted CX measures to increase customer lifetime value and achieve higher customer satisfaction. With unified, cross-channel pricing and consistently executed cross-selling, you increase the value creation of your company.

    And – last but not least – cross-departmental cooperation makes your company more innovative, more agile, and much more flexible.

    We support you by analyzing your current situation, identifying touchpoints, and – together with you – creating clear structures and channels. Our many years of consulting guarantee you the development and implementation of an efficient management system tailored precisely to your customers.

    Marketing Technology & Enablement

    Can your IT efficiently map and achieve the current tasks and goals of your marketing and sales? Do you have a digital transformation strategy that allows you to integrate new requirements into your IT landscape and implement them promptly? Is your marketing technology stack set up so that all tasks can be handled quickly, securely, and customer-oriented?

    Given the multitude of options on the market, we already support you in selecting exactly the solutions that are of outstanding importance for your objectives. We concretely demonstrate how the decisions made simplify the work of your employees and teams, jointly optimize processes, and thus contribute to a positive customer experience.

    We show how complex processes can be simplified, the impact of CX measures measured better and more precisely, and marketing budgets used more efficiently. Together with our cooperation partners, we are able to offer you a cross-industry, relevant, and very comprehensive range of services – even beyond our own consulting focus. This creates a reliable technological basis for good customer experience across all touchpoints

    Why Batten & Company Is Your Customer Experience Consulting Partner

    Customer experience is no longer just a buzzword – it is a key driver for growth, differentiation, and customer loyalty. As an experienced consulting firm, we combine strategic excellence with operational implementation strength and a deep understanding of technology, data, and organization. We accompany you from in-depth analysis to sustainable implementation with a holistic framework that integrates all relevant CX dimensions.

    Rely on our experience to create impactful customer experiences together – for your customers and for the success of your company.

    Start your collaboration now with the leading marketing consultancy and talk to our CX experts about your challenges.

    Request a free initial consultation now
    References
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