Customer Experience

We evaluate customer and user experiences along the customer journey. Always with the aim of meeting the expectations of your target groups in marketing, communication, service and sales.

In doing so, a prototyping approach guides us in the implementation of projects. Developing, testing, measuring and improving. We believe that digital challenges are best faced by the logic of agile software development.


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.


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.

We analyze data-driven use cases, define the scope and establish data structures.
We prepare your data attractively and ensure the necessary user experience.
Data Science
You benefit from our own scoring, clustering and NLP models.
We connect your contact points and provide the necessary data automation.
We build databases and integrate them into an appropriate ecosystem.
If you wish, we can operate your business intelligence or provide external support.


Customer Experience

We take care of your digital customer relationship. For this we rely on the cooperation with universities as well as on our own data models and technology competence.

Change & Transformation

Above all, customer centricity in companies is a change process. We design this together with you end-to-end. Strategically. But also agile and solution-oriented. 

Corporate Influencer

Change in dealing with customers requires motivated employees. We also rely on experiences in employee communication in order to reach the customer. Possible with our Corporate Influcer Score.

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