Services Community About SHIFT11
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Customer Experience Consulting · Vienna · since 2015

Win more
customers.
Lose fewer.

We optimise customer experience. Customers don't just choose a product – they choose an overall experience.

20+
Years in Business
500+
Successful Projects
50+
Returning Clients
Making experiences feel right.
Our Mission
Trusted by Top Brands
Red Bull Erste Group UNIQA ÖBB Verbund Wien Energie Wiener Linien Wiener Stadtwerke H&M Amundi Albertina Mavie Next Red Bull Erste Group UNIQA ÖBB Verbund Wien Energie Wiener Linien Wiener Stadtwerke H&M Amundi Albertina Mavie Next
What you gain from it.

Simplify buying journeys.

Stop customer churn.

Drive more referrals.

Improve CX measurably with AI.

Services

What we do for you

01
Customer Research
Understanding Customer Needs

We talk to your customers. Interviews, participatory observations, focus groups, surveys — you'll know exactly where your customer experience falls short and where it can win.

02
CX Strategy
From Brand Promise to Consistent Customer Experience

A clear direction for the customer experience across all touchpoints. Consistent, measurable, directly linked to your business goals. No slide decks — impact.

03
Journey Innovation
Customer Journey Design

Identifying the moments that decide whether someone stays, buys, or recommends you. And implementing concrete improvements that can be measured.

04
CX & Artificial Intelligence
Using AI where it matters

Integrating AI into your customer experience where it creates the greatest value for your customers.

CX Tools by SHIFT11

How strong is your CX — really?

Free self-checks, AI-powered analyses and personal consulting. Three levels, one goal: better customer experiences.

Get started free ↗
01
Self-Checks FreeComing Soon

CX Maturity Test, Tone-of-Voice Check, NPS Simulator. No login, results in 3 minutes.

02
AI Analyses ProComing Soon

Website CX Audit, Persona Stress Test, Journey Gap Finder — tailored to your company.

03
Personal Consulting

When tools aren't enough — we step in. Strategic CX consulting from our expert team.

FAQ

Frequently Asked Questions

The questions CX professionals and C-level leaders ask us most — answered directly.

As a strategic CX consultancy, we help companies systematically improve the experience of their customers at every touchpoint — from first contact to long-term loyalty. The goal: reduce churn, simplify buying journeys, increase referrals.
A focused customer journey workshop can be delivered in a few days. Developing a company-wide CX strategy takes three to six months — depending on complexity and desired depth of implementation.
Any company that wants to attract and retain customers. Especially relevant when satisfaction stagnates despite a strong product. We work with corporates in finance, insurance, energy and mobility, and with companies from many other industries, as well as growth-oriented startups.
We work hands-on. We go out, talk to real customers, and build CX strategies from the ground up. Exploration, prototyping and testing are at the core of our work. Tangible, immediately deployable building blocks for your customer experience.
AI in customer experience means: 24/7 automated customer service, hyper-personalised touchpoints, AI-driven analysis of customer feedback. SHIFT11 combines classic CX methodology with AI tools for measurable improvements. We help you identify the most relevant use cases so that AI solves real problems for your customers and employees.

Let's
talk.

Together we'll find
the right starting point.

Book a call ↗
SHIFT11 Office – explore, prototype, test, repeat
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