Customer Experience Consulting

CX consulting with business impact

Outstanding customer experience is crucial to an organisation’s success. But shaping customer experience is more complex than ever in this age of AI and automation. With our customer experience solutions, you can keep your customers coming back, transform your business and secure your future.

Strategic CX consulting with Swisscom DNA

Customers today expect a seamless experience, but customer journey management is becoming increasingly complex. For customers, their last best experience serves as their industry-wide benchmark. And, in general terms, the experience counts just as much as the product in today’s market. There is greater call for personalisation, but expectations around data protection compliance remain uncompromisingly high.

For businesses, digitalisation promises scalability, but the pressure to improve budgetary and process efficiency is immense. Fragmented or outdated system landscapes are forcing a shift to cloud and SaaS-based systems. At the same time, regulatory requirements are increasing – from GDPR to FINMA to the AI Act. Complexity is not a one-sided issue. It arises in the gap where customer expectations collide with the constraints of operational reality. That is why we combine CX strategy with technological innovation and end-to-end platform expertise. All under one roof in Switzerland.

Facts & Figures

of companies consider customer experience to be important or very important. Source: Swiss CEX Study 2025

of companies stated that they struggle to measure ROI. Source: Swiss CEX Study 2025

have implemented chatbots; there is considerable variation in how AI-powered frontstage tools are being adopted. Source: Swiss CEX Study 2025

Von Kundenzufriedenheit zu Kundenbegeisterung

Aktuelle Markttrends zeigen, wo die grössten Hebel für eine herausragende Customer Experience liegen. Erfahren Sie, welche Handlungsfelder sich daraus ableiten lassen und wie wir Sie unterstützen können. Es geht dabei im Kern immer um die genannte Abstimmung zwischen Kundenbedürfnissen, Markenversprechen, Unternehmenszielen und technologischen Lösungen.

Personalisierte Kundenerlebnisse mit KI: AI-Souveränität

Wir helfen Ihnen, von kurzfristigen Experimenten zu einer integrierten KI-Strategie überzugehen. Gemeinsam verankern wir KI verantwortungsbewusst in Ihrer Customer-Experience-Strategie und definieren klare ethische Richtlinien. So wird KI zu einem vertrauenswürdigen und steuerbaren Asset für Ihren Geschäftserfolg.

Emotionale Kundenerlebnisse: High-Value Journey Design

Kundenerlebnisse bilden sich nicht an einzelnen Kontaktpunkten, sondern an „Magic Moments“, die über die gesamte Kundenbeziehung hinweg entstehen. Durch tiefgehendes Journey Design eliminieren wir Reibungsverluste, übersetzen den gesteigerten Kundenwert unmittelbar in Unternehmenserfolg und halten dabei konsequent Ihr Markenversprechen im Fokus.

Nahtlose Kundenerlebnisse: Ecosystem Architecture

Durch die Verknüpfung Ihrer Plattformen (z.B. CRM, Contact Center, Analytik-Tools) schaffen wir eine stabile Basis für ein nahtloses Kundenerlebnis über alle Kanäle hinweg. Diese funktionale Architektur stimmen wir exakt auf Ihre Unternehmensziele ab für maximale Wertschöpfung – denn Technologie ist nur so gut wie die Strategie dahinter.

Messbare Kundenerlebnisse: CX Operating Model

Ein herausragendes Kundenerlebnis basiert auf einer klaren Struktur und wiederholbaren Prozessen. Wir etablieren Customer Experience als operative Disziplin in Ihrem Unternehmen: Mit messbaren Kennzahlen, klar definierten Rollen und Verantwortlichkeiten sorgen wir für eine nachhaltige Verbesserung von Kundenerlebnissen und stärken Ihre Markenwahrnehmung.

Future of CX: understanding market trends, growing enthusiasm.

In today’s market, companies wanting to meet customer expectations must act strategically. Four market areas determine whether customer experience constitutes a competitive advantage or a cost trap. These fields of activity are complex, but they also offer huge potential for a smooth, integrated customer experience – and for sustainable business success.

24/7 omnichannel – leverage reach, control complexity

More channels do not necessarily equate to greater effectiveness. Without clean orchestration, the result can be parallel processes, media disruptions and rising costs. The customer context gets lost. A sophisticated omnichannel strategy combines touchpoints in a smart way. A way that raises conversion rates, lowers cost per contact, reduces churn and increases the net promoter score. Omnichannel strategies pay off when reach not only grows, but is also controlled.

Automation – from friction to performance

When processes are fragmented, the effort involved increases. Long processing times and manual loops push up costs and stifle growth. Targeted automation reduces error rate and average handling time, and lowers cost to serve, while at the same time increasing service level and agent productivity. This, in turn, makes scaling up predictable rather than stressful.

Artificial intelligence – using data to make decisions that add value

Distributed data and isolated AI initiatives create uncertainty rather than added value. Without clear governance, AI is just an experiment. Strategically integrated AI, however, serves as a means of proactive intervention to shorten resolution time, increase the self-service rate and lower the churn rate. At the same time, customer lifetime value goes up because decisions are made in a more informed and context-sensitive manner. AI thus creates value when it measurably improves the quality of decision-making.

Move to Cloud – enable speed

Legacy systems, long release cycles and data silos stifle the very essence of innovation. Every integration becomes a project and every modification an exercise in patience. Move to Cloud increases innovation velocity and deployment frequency, improves system availability and reduces time to market. In turn, flexible, scalable models mean lower IT operating costs. Cloud is not an IT upgrade. It is the foundation for speed, stability and growth.

Why Swisscom?

Trust sharpens our forward focus

We are securing Switzerland’s digital infrastructure. It is a responsibility that shapes every customer experience we create.

Dialogue is in our DNA

Since day one, we have been connecting businesses with their customers through genuine personal moments.

We think big – and small – to innovate

We translate new technologies into experiences that help to advance start-ups and corporate groups alike.

Value-driven consulting throughout your CX lifecycle

Our approach to consulting prioritises the customer perspective as a strategic imperative. For every decision, every process and every product, the full effect is only felt once there is real contact with customers. Despite this, business challenges are often conceived based on internal logic – on silos, structures and systems. We are flipping the perspective. We start with the customer and work backwards towards the company. As a result, we come up with solutions that are not only implemented, they are experienced – and this creates true business impact.

Customer experience is not a project; it is a system. Through this approach, we support you throughout the whole CX lifecycle – from strategic alignment to organisational integration.

1. Focusing on the customer relationship

We sharpen your customer experience strategy and develop a clear vision that serves as a decision-making framework.

The benefits for you:
More focus, less action simply for the sake of it. Less complexity in initiatives. A robust, strategic guiding principle that prioritises investment and makes a measurable contribution to reliability in the market.

2. Designing the customer experience

We design and shape experiences throughout the relevant customer journeys and ‘moments that matter’ – data-driven, prioritised and actionable.

The benefits for you:
Resources are channelled into moments that really count. Measures translate directly into conversion, satisfaction and commitment instead of fading away into isolated optimisation projects.

3. Supporting technology integration

We ensure that technology does not exist in silos, but is integrated across channels, data and processes.

The benefits for you:
Systems are put to use, not just put in place. Investment in platforms and tools has a positive impact on day-to-day operations and creates transparency through performance and efficiency.

4. Transforming organisation

We establish CX as a structural principle through governance, clear responsibilities and continuous improvement mechanisms.

The benefits for you:
Change is more than a PowerPoint presentation. It will become part of your organisation – measurable, controllable and effective in the long term.

Contact our experts

Please feel free to contact us – with no obligation – to discuss the customer experience challenges you are facing. Let us put together a tailored package to meet your needs.

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