CX|ONLINE COMMUNITY

Customer experience is determined throughout the customer journey, at numerous small touchpoints. People compare your offerings with services from other industries. They expect seamless processes and clear guidance. However, it often remains unclear what truly works and what disrupts. This is precisely where the CX|ONLINE COMMUNITY comes into play.

We invite your target customers to become part of a CX community for a defined period. These durations depend on your goal. They can last a few days, extend over several weeks, or span months.

During this time, you are in direct contact with your customers. You ask questions, test touchpoints, or have experiences described. Our researchers professionally moderate the community. They ensure focus, depth, and openness.

The results are available to you in real-time. You follow discussions live, recognize patterns early, and adjust questions immediately if necessary. Step by step, a clear picture emerges of how your customer journey is experienced and which touchpoints have a positive impact or create friction.

Trust grows with time. Participants describe their experiences in more detail and speak more openly about expectations, comparisons, and frustrations. They share what they are accustomed to from other providers and what they now expect as standard. This way, you not only understand what is happening but also why it is happening. Your teams make decisions closer to the reality of your customers.