Customer experience management and development

Customer experience is a competitive advantage that is created in everyday interactions – but it only develops when it is systematically managed and improved. We help companies build a customer-centric operating culture where customer experience is not just a single metric, but a strategic whole.

We generate data and analytics from customer interfaces to identify strengths and development areas that impact customer satisfaction, loyalty, and business results. Our solution helps design and develop the right operating models for customer interactions, shape and build processes, and above all produce reliable information to develop and coach frontline personnel.

We provide executives, experts, and managers with clear views that support decision-making and everyday leadership. The result is a better customer experience, more efficient and productive business, and more motivated employees.

Employee experience management and development

Great customer experience starts with employee experience. When employees find their work meaningful and receive support for development, they can create value for customers. Our services help organizations identify employee skills, motivation, and development needs – and their impact on customer experience.

We provide leaders and managers with tools to measure, manage, and develop employee experience systematically and effectively. This creates a work community where people thrive, continuously develop, and commit to shared goals. Developing employee experience is not just an HR matter – it is a success factor for the entire organization.

Customer experience–driven communication

Communication is the most visible part of the customer experience – and often a decisive factor in customer trust. We help organizations develop communication that supports customer experience at every touchpoint. The goal is to ensure customers receive the right information at the right time, understand the value of the service, and feel appreciated.

Communication is not just informing – it is interaction that builds customer relationships, enables upselling, and improves customer loyalty. Well-managed communication also supports employees’ work, strengthens the organization’s brand, and reduces customer service contacts.

Use cases

Customer experience measurement

We collect customer and employee experience data efficiently through multiple channels. Our survey services enable continuous, up-to-date measurement that supports the development and leadership of processes, operating models, and especially personnel. Metrics are tailored to customer organization goals so that results guide concrete actions.

We don't just measure customer experience – our priority is turning measured data into reliable support for achieving business goals.

Reporting

We provide clear and visual reports that support decision-making at all organizational levels. Reports combine customer and employee experience data, highlighting development areas, successes, and impacts. Reporting can be automated and scheduled according to organizational needs.

We also integrate customer experience data into customers’ data-driven environments, from data warehouses to BI tools.

Topic and sentiment analytics

We analyze open feedback using advanced topic, sentiment, and emotion analytics. The service helps understand what customers and employees are talking about – and how they experience services, communication, and leadership. This reveals hidden development needs and strengths.

Leadership support and action analytics

We support managers and leadership by providing clear views into development areas and recommended actions. Action analytics help allocate resources and leadership effort effectively and track the impact of development initiatives. The service supports strategic and operational leadership from a customer and employee experience perspective.

Feedback handling

We help organizations handle customer and employee feedback systematically and effectively. Feedback handling is not just reacting – it is learning, development, and strengthening interaction. Our services support feedback classification, prioritization, execution, and follow-up.

Automated customer communication

We ensure customers receive the right information at the right time – automatically. Automated communication supports customer experience, reduces manual work, improves communication quality, and delivers higher success rates. The service can be integrated into customer journeys and service processes, enhancing new, additional, and growth sales.