Customer Experience
Deliver high performance through personalised journeys and seamless unified commerce.
Fuel growth by turning every interaction into lasting loyalty with KPS
We provide end-to-end consulting and implementation across the full spectrum of CX and ecommerce, from loyalty programmes and data insights to marketplaces, omnichannel retail, and marketing services. All seamlessly integrated with ERP and backend systems.
Our expertise in composable and unified commerce ensures your customer journeys are seamless, personalised, and scalable. Partnering with best-in-class technology providers and leveraging proven delivery frameworks, we empower ambitious brands to achieve rapid, measurable results and sustainable competitive advantage.
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CX solutions that scale with your business
From commerce and AI to marketing, sales, and service, we equip you with the strategies, technology, and expertise to drive sustainable, measurable growth.
Commerce
We cover all the key areas to take your commerce to the next level and continuously improve your services. Whether you want to build a marketplace, enhance your search functions, or create a powerful user experience, we are here to support you every step of the way.
Marketing automation
Faster, more targeted, and more effective. Achieve top response speeds and automated marketing efficiency with our solutions.
Content management
Content is King. Managing it efficiently is Queen! We can help you create, organise, and deliver consistent content across all channels with ease.
Loyalty
Build loyalty programmes that engage your customers and encourage long-term commitment to your brand.
AI, Data & Analytics
With our AI, data and analytics solutions, you can achieve improved process efficiency, measurable revenue growth and a significant competitive advantage.
Our clients’ success stories speak for themselves.
Trusted by leading brands across industries, we empower them to gain a clear competitive edge in CX and customer relationship management through our tailored personalisation strategies.
Harrods: 360° view of the customer
Successful with a “Golden Record”
For a unique and multi-faceted retail organisation like Harrods, customer engagement is a key part of its overall CRM strategy. After successfully completing an ecommerce replatforming, Harrods turned its focus to unifying CRM and customer data into a single view and modernising its loyalty and communications approach. Within 18 months, with support from KPS’ specialist teams, Harrods began replacing its outdated IT landscape, laying the foundation for a customer-centric, unified strategy built around a comprehensive 360° customer profile.
Harrods "Golden Record"
Dive into these CX resources
Composable Commerce
The Entertainer: Transforming Commerce
Composable commerce offers a modular architecture, enabling retailers to pick and choose the most effective tools and services from different providers. Learn how KPS and SAP supported The Entertainer, a toy manufacturer, and high street retailer (direct & via franchises globally), to move towards a modern technology commerce platform.
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Monolith vs Composable
Are monolithic systems still the way forward or are they slowing down the business? Is a more flexbible composable architecture perhaps better suited to delivering exceptional customer experience and tangible results?
Loyalty
Loyalty and customer data: A chicken-and-egg issue?
Effective loyalty programmes are best built based on data. The best way to generate data about your customers are loyalty programmes. It’s chicken-and-egg situation. How do you solve it?
Find out how KPS can elevate your CX today
FAQ customer experience
What does CX mean?
Customer experience is the sum of every interaction a (potential) customer has with a company throughout their journey. This includes not only purchases but also calls to the call centre, visits to a store, clicks on ads, or browsing the company website. Improving CX is crucial for businesses because it drives greater customer loyalty and satisfaction, ultimately leading to increased sales.
What do I need to do to establish a strong position in the CX sector?
To deliver excellent customer experience, it’s essential first to gather information about the (potential) customer. This behavioural data helps optimise customer touchpoints throughout the journey, ensuring interactions are aligned with the customer’s needs. The result is higher customer satisfaction. It’s important to approach CX holistically, considering the entire customer journey as one connected experience.
Which areas can be bundled and optimised under CX?
Optimising customer experience requires a holistic approach. Beyond traditional processes like online sales, it’s equally important to focus on in-store operations, the online shop, marketing, and loyalty programmes. Success comes from a comprehensive strategy built on consistent, well-organised personal and behavioural data.
How does KPS optimise my CX?
We help you identify opportunities to enhance your company’s customer experience. We analyse key areas including data management, personalisation, marketing automation, loyalty, and service. From these insights, we develop concrete actions and work with you to implement optimisations through consulting or hands-on delivery. Leveraging our best practices and years of experience, we partner with you to create a better customer experience.
