{"id":19226,"date":"2025-03-05T22:49:50","date_gmt":"2025-03-05T21:49:50","guid":{"rendered":"https:\/\/customersx.ch\/uncategorized-en\/2025\/cx-for-mobility-providers\/"},"modified":"2025-03-05T22:49:53","modified_gmt":"2025-03-05T21:49:53","slug":"cx-for-mobility-providers","status":"publish","type":"post","link":"https:\/\/customersx.ch\/en\/projects\/2025\/cx-for-mobility-providers\/","title":{"rendered":"CX for mobility providers"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"19226\" class=\"elementor elementor-19226 elementor-16341\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-61bcef1 e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no e-con e-parent\" data-id=\"61bcef1\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-62b8880 elementor-widget elementor-widget-button\" data-id=\"62b8880\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/customersx.ch\/en\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Home<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cf5308f elementor-widget elementor-widget-button\" data-id=\"cf5308f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/customersx.ch\/en\/customer-experience-consulting\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">CX Consulting<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a0564d2 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"a0564d2\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-314db52\" data-id=\"314db52\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a30b406 elementor-widget elementor-widget-text-editor\" data-id=\"a30b406\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Mobility is changing. Numerous companies are entering the market in the hope of being able to participate in the changing purchasing behavior of customers. The challenge here is to differentiate themselves from the competition, to use the individual touchpoints in a consistent manner and to systematically increase the value for customers and their own company. CX for mobility providers can help to achieve these goals. However, there are several pitfalls to be aware of.    <\/p>\n<p>In collaboration with CustomersX\u00ae, an assessment of the existing customer experience was carried out. It became clear that the company was getting bogged down at the numerous touchpoints. In addition, there was a lack of a customer value analysis on the topic of CX. As a result, the focus was placed on the central value drivers from the customer&#8217;s perspective. Differentiation was strengthened and marketing and sales activities were radically focused. This enabled the company to significantly increase growth and profits.       <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div class=\"elementor-element elementor-element-cb31ff8 e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no e-con e-parent\" data-id=\"cb31ff8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-cc527da e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no e-con e-child\" data-id=\"cc527da\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-54a85aa elementor-cta--layout-image-left elementor-cta--valign-middle elementor-cta--skin-classic elementor-animated-content elementor-bg-transform elementor-bg-transform-zoom-in elementor-widget elementor-widget-call-to-action\" data-id=\"54a85aa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"call-to-action.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-cta\">\n\t\t\t\t\t<div class=\"elementor-cta__bg-wrapper\">\n\t\t\t\t<div class=\"elementor-cta__bg elementor-bg\" style=\"background-image: url(https:\/\/customersx.ch\/wp-content\/uploads\/2021\/12\/Customer-Experience-CustomersX-Icon.png);\" role=\"img\" aria-label=\"Customer-Experience-CustomersX-Icon\"><\/div>\n\t\t\t\t<div class=\"elementor-cta__bg-overlay\"><\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-cta__content\">\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<h2 class=\"elementor-cta__title elementor-cta__content-item elementor-content-item\">\n\t\t\t\t\t\tCX Consulting\t\t\t\t\t<\/h2>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-cta__description elementor-cta__content-item elementor-content-item\">\n\t\t\t\t\t\t<p>Work with us to create a CX that differentiates and increases value for you and your customers.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-cta__button-wrapper elementor-cta__content-item elementor-content-item \">\n\t\t\t\t\t<a class=\"elementor-cta__button elementor-button elementor-size-md\" href=\"https:\/\/customersx.ch\/en\/customer-experience-consulting\/\">\n\t\t\t\t\t\tto the offer\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-ribbon elementor-ribbon-right\">\n\t\t\t\t<div class=\"elementor-ribbon-inner\">\n\t\t\t\t\tConsulting\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-59ef5b1 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"59ef5b1\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d756b04\" data-id=\"d756b04\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ec51822 elementor-widget elementor-widget-text-editor\" data-id=\"ec51822\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Contents:<\/strong><\/p>\n<ol>\n<li>How are customer journey and customer experience connected?<\/li>\n<li>What are the key success factors for CX for mobility providers?<\/li>\n<li>How can CX be successfully implemented for mobility providers?<\/li>\n<li>How can the CX for mobility providers be systematically improved?<\/li>\n<\/ol>\n<h2>How are customer journey and customer experience connected?<\/h2>\n<p>Based on our <a href=\"https:\/\/customersx.ch\/en\/beratungsansatz\/\">DTC approach <\/a>, we developed a project approach to use customer experience management as a differentiation and value creation activity.  <\/p>\n<p><strong>In a first step<\/strong>, the customer journey was analyzed using qualitative interviews and a quantitative survey and compared with the activities and investments in marketing, sales and service. Companies repeatedly shy away from comprehensively measuring the customer journey. This is also because many providers rely on what we consider to be completely spherical constructs, such as moments of truth or personas. While the concept of Moments of Truth sounds conclusive, our projects show that customers have many moments and usually none of them lead to a purchase decision being abandoned, but that several moments always have to be less than ideal. Persona segmentation always looks great, but has never been used successfully to increase customer value in practice. Why such concepts persist so stubbornly in practice remains a mystery.        <\/p>\n<p>The results of our customer journey analyses and the comparison of activities and investments show a clear mismatch. It can always be observed that too many touchpoints are used in an average and inconsistent manner. By adopting a radical focus, we were able to free up internal resources and offer customers a clearly differentiating value-added experience.    <\/p>\n<h2>The key success factors for CX for mobility providers?<\/h2>\n<p><strong>In a second step<\/strong>, a CX strategy was developed. This involved creating an internal roadmap and an external playbook. The internal roadmap showed the company which competencies needed to be improved over the next three years. In particular, the areas of customer data and controlling revealed significant gaps in expertise. In addition, a plan was drawn up for the continuous expansion of automation. The playbook outlined the brand identity, central content, the standardization of touchpoints and the content strategy.       <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-26422c9 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"26422c9\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-84e3567\" data-id=\"84e3567\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9828615 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"9828615\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-327196c elementor-widget elementor-widget-heading\" data-id=\"327196c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">At a glance<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c1737b1 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"c1737b1\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-cdcb4f9\" data-id=\"cdcb4f9\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-cff7f7a elementor-position-top elementor-widget elementor-widget-image-box\" data-id=\"cff7f7a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img decoding=\"async\" width=\"199\" height=\"199\" src=\"https:\/\/customersx.ch\/wp-content\/uploads\/2020\/05\/Customer-Value-based-Decision-Making-CustomersX.png\" class=\"attachment-full size-full wp-image-6723\" alt=\"Customer-Value-based-Decision-Making-CustomersX\" srcset=\"https:\/\/customersx.ch\/wp-content\/uploads\/2020\/05\/Customer-Value-based-Decision-Making-CustomersX.png 199w, https:\/\/customersx.ch\/wp-content\/uploads\/2020\/05\/Customer-Value-based-Decision-Making-CustomersX-150x150.png 150w, https:\/\/customersx.ch\/wp-content\/uploads\/2020\/05\/Customer-Value-based-Decision-Making-CustomersX-20x20.png 20w\" sizes=\"(max-width: 199px) 100vw, 199px\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">20%<\/h3><p class=\"elementor-image-box-description\">Customer Value-based Decision Making<\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-6270d2d\" data-id=\"6270d2d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bd16690 elementor-position-top elementor-widget elementor-widget-image-box\" data-id=\"bd16690\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img decoding=\"async\" width=\"199\" height=\"199\" src=\"https:\/\/customersx.ch\/wp-content\/uploads\/2020\/05\/Customer-centric-Transformation-CustomersX.png\" class=\"attachment-full size-full wp-image-6724\" alt=\"Customer-centric Transformation CustomersX\" srcset=\"https:\/\/customersx.ch\/wp-content\/uploads\/2020\/05\/Customer-centric-Transformation-CustomersX.png 199w, https:\/\/customersx.ch\/wp-content\/uploads\/2020\/05\/Customer-centric-Transformation-CustomersX-150x150.png 150w, https:\/\/customersx.ch\/wp-content\/uploads\/2020\/05\/Customer-centric-Transformation-CustomersX-20x20.png 20w\" sizes=\"(max-width: 199px) 100vw, 199px\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">40%<\/h3><p class=\"elementor-image-box-description\">Customer-centric transformation<\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-f6a134b\" data-id=\"f6a134b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-faf86e0 elementor-position-top elementor-widget elementor-widget-image-box\" data-id=\"faf86e0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img decoding=\"async\" width=\"199\" height=\"199\" src=\"https:\/\/customersx.ch\/wp-content\/uploads\/2020\/05\/Co-Creation-CustomersX-Icon.png\" class=\"attachment-full size-full wp-image-6725\" alt=\"Co Creation CustomersX Icon\" srcset=\"https:\/\/customersx.ch\/wp-content\/uploads\/2020\/05\/Co-Creation-CustomersX-Icon.png 199w, https:\/\/customersx.ch\/wp-content\/uploads\/2020\/05\/Co-Creation-CustomersX-Icon-150x150.png 150w, https:\/\/customersx.ch\/wp-content\/uploads\/2020\/05\/Co-Creation-CustomersX-Icon-20x20.png 20w\" sizes=\"(max-width: 199px) 100vw, 199px\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">20%<\/h3><p class=\"elementor-image-box-description\">Co-creation<\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-9c88da1\" data-id=\"9c88da1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-17f707c elementor-position-top elementor-widget elementor-widget-image-box\" data-id=\"17f707c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img loading=\"lazy\" decoding=\"async\" width=\"199\" height=\"199\" src=\"https:\/\/customersx.ch\/wp-content\/uploads\/2020\/05\/Customer-Management-CusgomersX-Icon.png\" class=\"attachment-full size-full wp-image-6726\" alt=\"Customer Management CustomersX Icon\" srcset=\"https:\/\/customersx.ch\/wp-content\/uploads\/2020\/05\/Customer-Management-CusgomersX-Icon.png 199w, https:\/\/customersx.ch\/wp-content\/uploads\/2020\/05\/Customer-Management-CusgomersX-Icon-150x150.png 150w, https:\/\/customersx.ch\/wp-content\/uploads\/2020\/05\/Customer-Management-CusgomersX-Icon-20x20.png 20w\" sizes=\"(max-width: 199px) 100vw, 199px\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">20%<\/h3><p class=\"elementor-image-box-description\">Customer Management<\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ef7da71 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"ef7da71\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-baa99b6\" data-id=\"baa99b6\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d629730 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"d629730\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2817c08 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"2817c08\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-79407a6\" data-id=\"79407a6\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-97ebeca elementor-widget elementor-widget-spacer\" data-id=\"97ebeca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-999f97b elementor-widget elementor-widget-text-editor\" data-id=\"999f97b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>How can CX be successfully implemented for mobility providers?<\/h2>\n<div><strong>The third step<\/strong> was to establish the new CX in the company. We used our extensive experience based on our <a href=\"https:\/\/customersx.ch\/academy\/\">seminars<\/a>. The roadmap and playbook were communicated extensively within the company. In addition, all employees with customer contact received comprehensive training. A key success factor for successful implementation is that several artifacts are established within the company. We recommend equipping the CEO with several artifacts over a period of two years as a CX evangalist.       <\/div>\n<div> <\/div>\n<h2>How can the CX for mobility providers be systematically improved?  <\/h2>\n<p><strong>In the final step<\/strong>, it was agreed with the customer that we would carry out an annual CX check. Even if the reservations about such a binding commitment are usually great. It is always underestimated that a transformation can go much better with the help of an external partner, especially in the first two years. However, it is important to keep the effort for the customer as low as possible.   <\/p>\n<p>In summary, many CX initiatives fail because they neither increase value for the company nor for customers. This is often due to a lack of expertise within the company and a reliance on idiosyncratic methods and approaches such as the aforementioned Moments of Truth and persona segmentation instead of a solid foundation in financial metrics. Using CX for differentiation and to increase customer value is possible, but in most companies it means an enormous transformation, especially in customer-facing departments. As the customer still has a manageable number of employees, the transformation was much easier to manage. As a result, our client is experiencing significant growth and profit development and has significantly improved its CX competencies.      <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-09746f6 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"09746f6\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7c11508\" data-id=\"7c11508\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0f40998 elementor-widget elementor-widget-text-editor\" data-id=\"0f40998\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><em>* We take confidentiality with our customers seriously. The name has been changed, but not the content.<\/em><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-518a126 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"518a126\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a5d489a\" data-id=\"a5d489a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1c670ff elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"1c670ff\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f2a4b54 elementor-section-full_width elementor-hidden-phone elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"f2a4b54\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-454fe68\" data-id=\"454fe68\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a88a665 elementor-widget elementor-widget-heading\" data-id=\"a88a665\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Contact us<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3c6ff91 elementor-widget elementor-widget-spacer\" data-id=\"3c6ff91\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b01321b elementor-widget__width-initial elementor-widget elementor-widget-global elementor-global-10224 elementor-global-7929 elementor-widget-oew-contact-form-7\" data-id=\"b01321b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"oew-contact-form-7.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f6922-o1\" lang=\"en-US\" dir=\"ltr\" data-wpcf7-id=\"6922\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/en\/wp-json\/wp\/v2\/posts\/19226#wpcf7-f6922-o1\" method=\"post\" class=\"wpcf7-form init\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"6922\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.5\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"en_US\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f6922-o1\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/><input type=\"hidden\" name=\"_wpcf7_recaptcha_response\" value=\"\" \/>\n<\/fieldset>\n<p><span class=\"wpcf7-form-control-wrap\" data-name=\"First\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"First name\" value=\"\" type=\"text\" name=\"First\" \/><\/span>\n<\/p>\n<p><span class=\"wpcf7-form-control-wrap\" data-name=\"Last\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Last name\" value=\"\" type=\"text\" name=\"Last\" \/><\/span>\n<\/p>\n<p><span class=\"wpcf7-form-control-wrap\" data-name=\"E-Mail\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"E-Mail\" value=\"\" type=\"email\" name=\"E-Mail\" \/><\/span>\n<\/p>\n<p><span class=\"wpcf7-form-control-wrap\" data-name=\"DeineNachricht\"><textarea cols=\"40\" rows=\"10\" maxlength=\"2000\" class=\"wpcf7-form-control wpcf7-textarea wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Your message\" name=\"DeineNachricht\"><\/textarea><\/span>\n<\/p>\n<p><input class=\"wpcf7-form-control wpcf7-submit has-spinner\" type=\"submit\" value=\"Submit\" \/>\n<\/p>\n<div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-7af192e\" data-id=\"7af192e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-35b6b26 elementor-widget elementor-widget-heading\" data-id=\"35b6b26\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Follow us<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-398d5df elementor-widget elementor-widget-spacer\" data-id=\"398d5df\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-980fa32 elementor-shape-rounded elementor-grid-0 e-grid-align-center elementor-widget elementor-widget-social-icons\" data-id=\"980fa32\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"social-icons.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-social-icons-wrapper elementor-grid\" role=\"list\">\n\t\t\t\t\t\t\t<span class=\"elementor-grid-item\" role=\"listitem\">\n\t\t\t\t\t<a class=\"elementor-icon elementor-social-icon elementor-social-icon-linkedin elementor-repeater-item-fcced6b\" href=\"https:\/\/www.linkedin.com\/company\/43301507\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-screen-only\">Linkedin<\/span>\n\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fab fa-linkedin\"><\/i>\t\t\t\t\t<\/a>\n\t\t\t\t<\/span>\n\t\t\t\t\t\t\t<span class=\"elementor-grid-item\" role=\"listitem\">\n\t\t\t\t\t<a class=\"elementor-icon elementor-social-icon elementor-social-icon-youtube elementor-repeater-item-c508d84\" href=\"https:\/\/www.youtube.com\/@customersx7112\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-screen-only\">Youtube<\/span>\n\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fab fa-youtube\"><\/i>\t\t\t\t\t<\/a>\n\t\t\t\t<\/span>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Home CX Consulting Mobility is changing. Numerous companies are entering the market in the hope of being able to participate in the changing purchasing behavior of customers. The challenge here is to differentiate themselves from the competition, to use the individual touchpoints in a consistent manner and to systematically increase the value for customers and their own company. CX for mobility providers can help to achieve these goals. However, there are several pitfalls to be aware of. In collaboration with CustomersX\u00ae, an assessment of the existing customer experience was carried out. It became clear that the company was getting bogged down at the numerous touchpoints. In addition, there was a lack of a customer value analysis on the topic of CX. As a result, the focus was placed on the central value drivers from the customer&#8217;s perspective. Differentiation was strengthened and marketing and sales activities were radically focused. This enabled the company to significantly increase growth and profits. CX Consulting Work with us to create a CX that differentiates and increases value for you and your customers. to the offer Consulting Contents: How are customer journey and customer experience connected? What are the key success factors for CX for mobility providers? How can CX be successfully implemented for mobility providers? How can the CX for mobility providers be systematically improved? How are customer journey and customer experience connected? Based on our DTC approach , we developed a project approach to use customer experience management as a differentiation and value creation activity. In a first step, the customer journey was analyzed using qualitative interviews and a quantitative survey and compared with the activities and investments in marketing, sales and service. Companies repeatedly shy away from comprehensively measuring the customer journey. This is also because many providers rely on what we consider to be completely spherical constructs, such as moments of truth or personas. While the concept of Moments of Truth sounds conclusive, our projects show that customers have many moments and usually none of them lead to a purchase decision being abandoned, but that several moments always have to be less than ideal. Persona segmentation always looks great, but has never been used successfully to increase customer value in practice. Why such concepts persist so stubbornly in practice remains a mystery. The results of our customer journey analyses and the comparison of activities and investments show a clear mismatch. It can always be observed that too many touchpoints are used in an average and inconsistent manner. By adopting a radical focus, we were able to free up internal resources and offer customers a clearly differentiating value-added experience. The key success factors for CX for mobility providers? In a second step, a CX strategy was developed. This involved creating an internal roadmap and an external playbook. The internal roadmap showed the company which competencies needed to be improved over the next three years. In particular, the areas of customer data and controlling revealed significant gaps in expertise. In addition, a plan was drawn up for the continuous expansion of automation. The playbook outlined the brand identity, central content, the standardization of touchpoints and the content strategy. At a glance 20% Customer Value-based Decision Making 40% Customer-centric transformation 20% Co-creation 20% Customer Management How can CX be successfully implemented for mobility providers? The third step was to establish the new CX in the company. We used our extensive experience based on our seminars. The roadmap and playbook were communicated extensively within the company. In addition, all employees with customer contact received comprehensive training. A key success factor for successful implementation is that several artifacts are established within the company. We recommend equipping the CEO with several artifacts over a period of two years as a CX evangalist. How can the CX for mobility providers be systematically improved? In the final step, it was agreed with the customer that we would carry out an annual CX check. Even if the reservations about such a binding commitment are usually great. It is always underestimated that a transformation can go much better with the help of an external partner, especially in the first two years. However, it is important to keep the effort for the customer as low as possible. In summary, many CX initiatives fail because they neither increase value for the company nor for customers. This is often due to a lack of expertise within the company and a reliance on idiosyncratic methods and approaches such as the aforementioned Moments of Truth and persona segmentation instead of a solid foundation in financial metrics. Using CX for differentiation and to increase customer value is possible, but in most companies it means an enormous transformation, especially in customer-facing departments. As the customer still has a manageable number of employees, the transformation was much easier to manage. As a result, our client is experiencing significant growth and profit development and has significantly improved its CX competencies. * We take confidentiality with our customers seriously. The name has been changed, but not the content. Contact us Follow us Linkedin Youtube<\/p>\n","protected":false},"author":1,"featured_media":16348,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ocean_post_layout":"right-sidebar","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"cs-8","ocean_second_sidebar":"0","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"0","ocean_custom_header_template":"0","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"0","ocean_menu_typo_font_family":"0","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"0","ofc_meta_disable_footer_callout":"","ofc_meta_callout_button_url":"","ofc_meta_callout_button_txt":"","ofc_meta_callout_text":"","ofc_enable_fullscreen":"disable","ofc_fullscreen_speed":0,"ofc_fullscreen_nav":"enable","ofc_fullscreen_nav_pos":"right","ofc_fullscreen_nav_color":"","ofc_fullscreen_nav_tooltip_color":"","ofc_fullscreen_responsive":0,"osh_disable_topbar_sticky":"default","osh_disable_header_sticky":"default","osh_sticky_header_style":"default","osh_sticky_header_effect":"","osh_custom_sticky_logo":0,"osh_custom_retina_sticky_logo":0,"osh_custom_sticky_logo_height":0,"osh_background_color":"","osh_links_color":"","osh_links_hover_color":"","osh_links_active_color":"","osh_links_bg_color":"","osh_links_hover_bg_color":"","osh_links_active_bg_color":"","osh_menu_social_links_color":"","osh_menu_social_hover_links_color":"","ocean_post_oembed":"","ocean_post_self_hosted_media":"","ocean_post_video_embed":"","ocean_link_format":"","ocean_link_format_target":"self","ocean_quote_format":"","ocean_quote_format_link":"post","ocean_gallery_link_images":"on","ocean_gallery_id":[],"footnotes":""},"categories":[74],"tags":[],"class_list":["post-19226","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-projects","entry","has-media"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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