Case Study: Westdeutsche Zeitung improves subscriber experience with moveXM

How Westdeutsche Zeitung successfully combines tradition with digital competence

Westdeutsche Zeitung, a regional daily newspaper, faced the challenge of providing a first-class, multi-channel customer experience that met the diverse needs of its subscriber base across different age groups. To shift its focus even more towards its readers and speak their "language," the company sought a customer experience management solution and chose to implement the moveXM platform.

Using moveXM, Westdeutsche Zeitung gained the ability to collect and unite feedback from numerous customer journey touchpoints for all its offerings. The vendor's solution provided automated, AI-based text analysis to classify feedback by topic and sentiment without manual effort, enabling the newspaper to quickly identify areas for improvement and work towards enhancing customer satisfaction and loyalty.

Westdeutsche Zeitung

Sabine Junker

Head of Reader Market