Customer Excellence, Sales & Marketing Consulting. Build Trust Through Customer Centricity.
Empower your Customers’ Trust with Excellence: We help you create seamless, customer-centric experiences across all touchpoints – aligning Sales & Marketing objectives, leveraging AI and automation – growing loyalty through innovation. As part of Deutsche Telekom Group, we offer End-to-End solutions, reduce operational costs, enhance digital journeys, and build lasting relationships that fuel sustainable growth.
5-10%
increase in Average Revenue per User (ARPU) by personalized, data-driven CX and convergent offerings
15-20%
reduction in call center volumes by enhancing digital self-service and automating routine inquiries
40 p.p.
enhancement in customer satisfaction score (NPS) and upselling with comprehensive Customer Experience (CX) transformation
1,5x
increased employee engagement scores through CX transformation enhancing higher personal engagement for higher employee satisfaction
Challenges, or as we call them – opportunities.
Disconnected CX Across Channels and Systems
Struggling to unify CX across tech, channels, and data? We design omnichannel strategies and implement Customer Journey Ops to ensure seamless, consistent experiences across all touchpoints.
Balancing Digital CX Quality with Cost Efficiency
Need to improve customer experiences while cutting costs? We assess CX & AI maturity, streamline and automate workflows, and implement AI-driven solutions to reduce effort and boost Customer satisfaction.
Inefficient Call Center Routing and Response
Call center performance falling short? We align employee and customer experiences, empower staff, and foster a customer-centric culture to improve call center performance and increase sales potential.
Tackling your challenges with tailored solutions.
“We help our clients turn customer centricity into a growth engine – blending CX, AI, and Sales & Marketing into seamless customer journeys that deliver measurable impact.”
Mark Hasselmann
Head of Customer Excellence, Sales & Marketing at Detecon
We rethink how you create customer centricity.
Strategic Customer Excellence (CEX) Advisory
We help organizations elevate their Customer Excellence (CEX) strategy through customer centricity, active management of customer experience, data-driven insights, customer journey optimization, and cross-functional alignment. Our advisory services empower organizations to design, implement and operate impactful, scalable CX initiatives that drive loyalty, satisfaction, and growth – for customers and employees.
Customer Experience Management & Maturity Assessment
We support organizations in designing and operating CX strategies – covering journey mapping, feedback systems, and performance tracking to ensure consistent, personalized experiences across all channels. Our CX Maturity Assessment evaluates capabilities across strategy, experience, data, culture, operations, and tech – identifying strengths and gaps to benchmark performance and guide targeted improvements.
Customer Experience (CX) Measurement
Customer Journey (Re-)Design & Management
We design journeys that drive results. Our Customer Journey (Re-)Design & Management services help you map, optimize, and manage every touchpoint – creating seamless, omnichannel experiences. Whether building new customer journeys from scratch or refining existing journeys, we help you identify pain points and create moments of truth.
Omnichannel Excellence
We create seamless experiences across every channel. Our Omnichannel Excellence approach ensures your customers enjoy seamless, integrated interactions – whether online, offline, mobile, or vial social media. We align strategy, technology, and processes to break down silos and deliver individual customer experiences.
Customer Service Center Modernization & AI
We future-proof your service operations. Our Customer Service Center Modernization approach leverages AI, automation, and digital tools to transform traditional cost centers into value centers with a high level of customer engagement. We help you with contact center strategy to vendor implementation to empower agents and enhance customer satisfaction.
Organization Experience
We shape experiences with an optimized dialogue between customers and employees. Organization Experience focuses on aligning employee experience with customer experiences. Customer-centric values, mindset, and competencies are key to empowering employees to deliver customer-oriented products and services. Vivid feedback culture and co-creative methods additionally contribute to brand success as employees listen, understand, and act according to customer needs.
Market Analytics & Benchmarking – Customer Driven
We start with a deep market analysis – assessing size, potential, key players, and best practices – to identify dynamics and competition. Trend analysis follows, using tailored methodologies to uncover shifts and emerging patterns. To refine customer understanding, we conduct expert and customer interviews, shaping persona’s that reflect real needs, preferences, and behaviors.
Customer Relationship Management
Clear communication with stakeholders defines market prospects and target groups. We then design the customer journey to align behaviors, resources, and brand image for a consistent experience. To activate the strategy, we plan campaigns across online and offline channels, supported by social media and data-driven reporting. Feedback from focus groups and surveys leverages service improvements, enhancing satisfaction and long-term loyalty.
Marketing Department Organization
We use a top-down approach to scan responsibilities across departments and roles, identifying structural inefficiencies. Simultaneously, bottom-up view gathers feedback from front-line research to reveal issues from the ground up. These findings are enriched with benchmarks from similar organizations, enabling informed recommendations. The process ends with a stakeholder discussion to validate insights and finalize a clear, actionable plan.
Start the conversation
Your agenda is complex. We make it actionable.
Reinvent Telco Customer Experience
For the Digital-First, Always-On Customer with Network-Driven Insights: We help telco providers integrate fragmented systems, personalize at scale, and optimize service operations using AI, real-time data, and omnichannel orchestration – boosting ARPU and reducing churn.
Revolutionize Automotive Customer Experience
From Showroom to Service Lane: We support OEMs and mobility providers in creating connected, data-driven experiences – enhancing lead conversion, aftersales engagement, and loyalty through AI, automation, and customer journey design.
Digitize Patient Journeys in Health
Secure, Human-Centered Customer Experience: We enable healthcare providers to deliver seamless, compliant, and empathetic experiences – leveraging AI for self-service, and personalized care while improving staff workflows and patient trust.
Partners we work with.
Contact us for a brief discussion about your business challenges.
Strategic partners in elevating customer experience – turning touchpoints into growth engines.
Andrija Basaric
Manager
Nadine Büchel
Manager
Gerhard Burghaus
Senior Manager
Xi Chen
Manager
Lara Herber
Senior Manager
Marion Scherer
Manager
Anne-Kathrin Zorn
Senior Manager
