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KPI Frameworks & Performance Measurement
We evaluate customer and user experiences along the entire customer journey — always with the goal of enabling you to meet the expectations of your target audiences in marketing, communications, service, and sales.
Our work is guided by a prototyping approach to project implementation: develop, test, measure, and improve. We believe that digital challenges are best addressed through the logic of agile software development.
MUNICH DIGITAL CX Intelligence
We developed our own framework for optimizing digital customer experience. It defines the most important fields of action, identifies tools and develops key figures. This enables us to accompany initiatives for improved end-to-end customer relations. Content-related. Technical. Procedural.
MUNICH DIGITAL CX Score
We have been looking for metrics that help to better understand and evaluate the digital customer experience for a long time. In our opinion, the established Net Promoter Score (NPS) does not provide enough depth.
So we developed our own evaluation model together with Macromedia University: The MUNICH DIGITAL CX Score. This model, at least its logic and KPIs, is the basis for our planning in the area of digital customer experience. The score is bookable as an end-to-end product for companies.
Customer journey mapping
Customers move along several contact points on their way to a decision. It is important to understand and follow this path.
A Customer Journey Mapping helps to do this by illuminating internal and external stakeholders as well as different personas. For these, customer journeys are simulated and verified with data. This results in strategic measures.
MUNICH DIGITAL offers Customer Journey Mapping workshops with its own visualization tools.
Experience design and solutions
Findings and considerations must result in concrete applications with added value for the user. The contact points must also be logically connected in the sense of a customer journey.
We design the digital ecosystem for you and implement solutions together. No matter if within website, FAQ platform, community or (messenger) bot. From planning to technology selection, content and analytics - we are present in everything end-to-end.
