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Customer Experience Consulting · Vienna · since 2015

Win more
customers.
Lose fewer.

We optimise customer experiences. Customers don't just choose a product, they choose an overall experience. #feelsright

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20+
Years of Experience
500+
Successful Projects
50+
Returning Clients
Making experiences feel right.
Our Mission
Trusted by Top Brands
Albertina Red Bull H&M
HP
Erste Group UNIQA ÖBB Verbund Wiener Linien Wien Energie Amundi Mavie Next Wiener Stadtwerke Albertina Red Bull H&M
HP
Erste Group UNIQA ÖBB Verbund Wiener Linien Wien Energie Amundi Mavie Next Wiener Stadtwerke
What you gain from it.

Simplify buying journeys.

Stop customer churn.

Drive more referrals.

Improve CX measurably with AI.

Services

What we do for you

Our Services →
01
Customer Research
Understanding Customer Needs

We talk to your customers. Interviews, participatory observations, focus groups, surveys, so you'll know exactly where your customer experience falls short and where it can win.

 02
CX Strategy
From Brand Promise to Consistent Customer Experience

A clear direction for the customer experience across all touchpoints. Consistent, measurable, directly linked to your business goals. No slide decks, just impact.

 03
Journey Innovation
Customer Journey Design

Identifying the moments that decide whether someone stays, buys, or recommends you. And implementing concrete improvements that can be measured.

 04
CX & Artificial Intelligence
Using AI where it matters

Integrating AI into your customer experience where it creates the greatest value for your customers.
CX Tools by SHIFT11

How strong is your CX really?

Free self-checks, AI-powered analyses and personal consulting. Three levels, one goal: better customer experiences.

Get started free ↗
01
Self-Checks FreeComing Soon

CX Maturity Test, Tone-of-Voice Check, NPS Simulator. No login, fast results in a few minutes.

02
AI Analyses ProComing Soon

Website CX Audit, Persona Stress Test, Journey Gap Finder. Tailored to your company.

03
Personal Consulting

When tools aren't enough, we step in. Strategic CX consulting from our expert team.

FAQ

Frequently Asked Questions

The questions CX professionals and C-level leaders ask us most, answered directly.

Customer Experience is the total experience a person has with your company: from the first Google search to post-purchase support, across the entire customer lifecycle. What matters to your customers is not just individual interactions, but the overall impression that stays. Customers do not leave because of the product. They leave because of experiences that fall short of their expectations. Companies that systematically improve CX reduce churn, increase referrals and simplify buying journeys. This has a direct impact on revenue.
UX describes the experience with a single product or interface, for example how intuitive your app is or how clearly your website navigates. CX is the bigger picture: how a customer perceives your entire brand, across all channels and touchpoints. UX is part of CX. A perfect app is of little use if the onboarding process frustrates or support is hard to reach.
A strategic CX consultancy helps companies build customer experience from the everyday reality of their customers: we speak with your customers, identify where experiences still have room to improve and develop measures that are measurable. Exploration, prototyping and testing are at the core of our work. Tangible building blocks that are immediately integrable.
Any company that wants to win and retain customers. Especially relevant when satisfaction stagnates despite a strong product, when churn increases without a clear reason, or when growth is constrained by poor customer experiences. We work with mid-sized companies and corporates in financial services, energy, mobility, retail and many other industries, as well as growth-oriented companies in Austria, Germany and Switzerland.
It depends on the starting point. A focused customer journey workshop can be done in a few days. A customer research study takes six to eight weeks. Developing a company-wide CX strategy typically takes three to six months depending on complexity. We recommend: start small, learn fast, then scale. This also reflects how we work with clients: most of our engagements turn into long-term partnerships across many projects.
CX ROI can be measured primarily through three levers: lower churn rate, higher repeat purchase rate and more referrals (NPS). On top of that come more efficient processes when customer feedback reveals where friction occurs. We help you define the right KPIs and link CX measures directly to business goals so that the value is visible internally. Because CX ultimately works from the inside out.
AI is fundamentally changing Customer Experience, but not in the way many think. The biggest lever is not automated customer service. It lies in deploying AI where it solves real problems for customers: analyzing customer feedback, personalizing relevant touchpoints, detecting churn risk early. We help you identify the right use cases and integrate AI meaningfully into your CX strategy rather than stacking tools. Just because something is technically possible does not mean it delivers actual value to your customers.

Let's
talk.

Together we'll find
the right starting point.

Book a call ↗
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