Customer experience

We design successful digital customer experiences

Discover the approach to CX that really impacts business results.

Customer experience management is the imperative of our time

We are in the age of experiences: today success is no longer measured only on products or services, but on the ability to engage, to listen, to respond. Orchestrating consistent experiences that cross physical and digital touchpoints is the challenge. Sewing positive memories throughout the journey is the way to become unforgettable.

88%

of customers, he considers the experience as important as the product.

Source: Salesforce, State of the Connected Customer, 2023

63%

of companies are experimenting with the use of AI in the customer experience.

Source: Digital Innovation Observatory - Politecnico di Milano, 2025

84%

of the companies that invest in CX, they report an increase in turnover.

Source: Digital Innovation Observatory - Politecnico di Milano, 2024

An excellent CX is not born by accident. Let's make it happen.

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Customer Experience and Journey Mapping fundamentals

Designing CX means composing a strategy in agile, circular steps: from data and needs analysis to timely redesign of journeys, each step brings measurable value and results in concrete actions.

Goal setting

Setting clear, measurable, and shared goals directs every phase of CX design. It directs resources and makes it easy to evaluate the results achieved.

Definition of the user-type

Analyzing audiences and segmenting targets helps build real buyer personas and stakeholders. Only then can you map deep needs and design truly meaningful and personalized interactions.

Route touchpoint mapping

Making every touchpoint visible, both physical and digital, reveals relationship opportunities and grey areas. Mapping touchpoints allows you to orchestrate the experience and prevent friction or inconsistency.

Definition of critical points

Identifying the frictions-and the emotions behind the most critical moments in the journey-allows for prioritized action where the impact is greatest, optimizing processes and strengthening experiential continuity, increasing satisfaction and loyalty.

Measurement and reporting

Monitor every action, for rapid correction and continuous optimization of the experience. Only by constantly measuring can you see processes, journeys, and the entire organization evolve toward higher performance.

Data Strategy & Compliance

A data strategy, integrated with compliance and privacy by design requirements from the earliest project stages, ensures the secure, reliable and strategic management of data throughout the journey.

Iterative optimization

An ongoing process of reviewing journeys and touchpoints allows for the identification of priority improvements, maintaining constant alignment with goals and ensuring a consistently relevant customer experience.

Change Management

But all this is useless unless we bring the entire organization on board. Transformation starts with everyone's involvement: training, coaching and ongoing support accelerate the growth of a customer-centric culture, evolving roles and processes in an integrated way

All the benefits of AI for Customer Experience Management

AI adds new opportunities for CX. Every step of the customer-centric journey is enhanced as a result: more efficiency, personalization, security and sustainability. The entire organization benefits, from resource management to supply chain.

Digital360 Customer Experience Services

If you have decided to focus on CX you need strategy, method and constant innovation. We offer you the ecosystem of skills you need to exceed customer expectations.

Customer journey mapping

We map each touchpoint and detect the actual customer journey. Thus we build consistent, integrated, and surprising experiences that anticipate needs, eliminate friction, and generate value at every stage.

Ux & Touchpoint design

We design every digital and physical touch point to maximize accessibility, engagement, and perceived value. We work on usability, emotion, and consistency for consistently smooth and memorable experiences.

Organization evolution

We drive human-centric digital transformation: updating culture, skills and processes, breaking down silos and making the organization more responsive, ready to evolve with customers and the market.

Customer analytics

We analyze touchpoints and journeys by transforming data into precise choices. We empower relationships with data-driven strategies and integrate listening and feedback tools with total respect for privacy and compliance.

Sentiment analysis

We monitor online conversations to analyze sentiment, anticipate needs, reduce risk, and strengthen reputation. Data-driven strategies and continuous improvement ensure consistency to the customer experience.

Accessibility

We design accessible-by-design digital products and bring existing ones into regulatory compliance with targeted interventions. We turn accessibility into real business opportunities.

Service design

We map services by analyzing journey and touchpoints, create service blueprints to visualize front- and back-office processes, and support ideation, prototyping, and testing for clear and effective services.

UX/UI design

We start from user experience to design intuitive and effective interfaces. We make working prototypes to co-design your new digital solutions together.