“Mind the (CX) Gap!” – ORT shows successful customer experience strategies at the CX Europe 2017 in London
Why is customer experience an expedition and not an all-inclusive trip? Why is a comprehensive brand experience in all channels a real challenge? ORT Managing Director Rüdiger Pläster, responded to these questions in clear terms at the CX Europe 2017 in London, the most important European customer experience conference.
Based on the example of the HIT grocery store chain, Rüdiger Pläster demonstrated how customer experience can be implemented without gaps.
Particularly in very fast-paced consumer sectors, such as grocery retail, it is vital to plan a high degree of efficiency in all media channels and make it palpable.
ORT Medienverbund provides the necessary competencies from a single source. Agile methodology, strategic consulting, channel-neutral media production – and also the technological platform, with the strategic partner censhare.
“For us, it’s the ideal customer experience when you don’t perceive gaps between the touch points any more, when the brand experience can be experienced seamlessly by the customer. We achieve this for customers like HIT with eagerness to experiment, fast response times, high degrees of automation, and with censhare as a high-performance content platform”, explains Rüdiger Pläster.
About Rüdiger Pläster
Since August 2017, Rüdiger Pläster has been a Managing Director at ORT Medienverbund and has been responsible for strategic business development and agile issues at the headquarters in Krefeld.
The certified scrum master, management consultant and strategist from the Düsseldorf-based agency Kontrast changed sides of the Rhine to Krefeld.