Case Study: Hilti improves customer experiences with Quadient Customer Journey Mapping

Hilti improves customer experiences across 250,000 daily contacts with Quadient

Hilti, a global market leader in construction technology, faced the challenge of understanding and optimizing its approximately 250,000 daily customer interactions across digital and physical touchpoints. To properly map and improve this complex customer experience, Hilti’s CX team turned to the Quadient Customer Journey Mapping (CJM) solution.

Using Quadient CJM, Hilti created detailed journey maps to identify customer pain points and connect appropriate communications to each touchpoint. The solution enabled virtual collaboration across departments to act on insights. Quadient provided the visibility needed for Hilti to take meaningful steps toward enhancing customer experience and continuing to deliver innovative services globally.

Hilti