Customer experience

We design successful digital customer experiences

Discover a CX approach that delivers real business impact.

Customer experience management: today's business imperative

We are in the era of experience. Today, success is measured not just by products or services, but by the ability to engage, listen, and respond. The challenge is to orchestrate seamless experiences across both physical and digital touchpoints. Crafting positive memories throughout the entire journey is the key to becoming unforgettable.

88%

of customers consider 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, 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 & Journey Mapping Fundamentals

Designing a great CX involves a strategy built on agile, iterative steps. From analysing data and needs to redesigning specific journeys, each phase delivers measurable value and translates into concrete action.

Defining objectives

Setting clear, measurable, and shared objectives guides every phase of the CX design process. It aligns resources and provides a straightforward way to evaluate outcomes.

Defining User Personas

We analyse your audience and segment your targets to build accurate buyer personas and stakeholder profiles. This allows us to map their underlying needs and design genuinely meaningful and personalised interactions.

Mapping Journey Touchpoints

By making every physical and digital touchpoint visible, we uncover opportunities for engagement and identify operational blind spots. This allows us to orchestrate a seamless experience, preventing friction and inconsistency across the journey.

Identifying Pain Points

Identifying points of friction—and the emotions they trigger at critical moments in the journey—enables us to prioritise action where it will have the greatest impact. This optimises processes and reinforces a consistent experience, boosting customer satisfaction and loyalty.

Measurement & Reporting

We monitor every action to enable rapid course correction and continuous optimisation of the experience. Only through constant measurement can we track the evolution of processes and pathways, driving the entire organisation towards higher performance.

Data Strategy & Compliance

A data strategy incorporating compliance and privacy-by-design principles from the outset, ensures the secure, reliable, and strategic management of data across the entire customer journey.

Iterative optimization

A continuous process of reviewing journeys and touchpoints allows us to identify priority improvements. This maintains constant alignment with business goals and ensures the customer experience remains current and effective.

Change Management

For a CX strategy to be effective, the entire organisation must be involved. Transformation begins with the involvement of the whole company. Personalised training, coaching and ongoing support accelerate the growth of a customer-centric culture, evolving roles and processes in a truly integrated way.

All the benefits of AI for Customer Experience Management

AI unlocks powerful new opportunities for CX, enhancing every step of the customer-centric journey with greater efficiency, personalisation, security, and sustainability. The benefits extend across the entire organisation, from resource management to the supply chain.

Digital360 Customer Experience Services

If you are committed to excelling in CX, you need the right strategy, methodology, and continuous innovation. We provide the ecosystem of expertise you need to exceed your customers' expectations.

Accessibility Customer analytics Customer journey mapping Organization evolution Sentiment analysis Service design UX & Touchpoint design UX/UI design

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.

Customer analytics

We analyse touchpoints and journeys, transforming raw data into actionable insights. We enhance customer relationships through data-driven strategies and integrate feedback tools, ensuring full privacy and compliance at all times.

Customer journey mapping

We map every touchpoint to reveal the actual customer journey. This allows us to build consistent, integrated, and memorable experiences that anticipate needs, eliminate friction, and generate value at every stage.

Organization evolution

We guide human-centric digital transformation by evolving your company culture, skills, and processes. We break down silos to create a more agile and responsive organisation, ready to adapt to your customers and the market.

Sentiment analysis

We monitor online conversations to analyse sentiment, anticipate customer needs, mitigate risk, and strengthen your brand reputation. This data-driven approach, combined with continuous improvement, ensures a consistent and positive customer experience.

Service design

We map your services by analysing customer journeys and touchpoints. We create detailed service blueprints to visualise front- and back-office processes, and support you through ideation, prototyping, and testing to deliver intuitive and effective services.

UX & Touchpoint design

We design every digital and physical touchpoint to maximise accessibility, engagement, and perceived value. Our focus on usability, emotional connection, and consistency ensures every interaction is seamless and memorable.

UX/UI design

We put the user experience at the heart of our process to design intuitive and effective interfaces. We build functional prototypes, enabling us to co-design your new digital solutions in a truly collaborative way.