Best Practice

Digital Experience

Shaping the Future with Human Centered Creativity and Technology Innovation

The experts for holistic digital experiences

Reply relies on innovative technologies, data-driven insights and hands-on creativity to create a compelling digital experience that involves brands, customers and employees alike. We meet the complex challenges of our clients with highly efficient, integrated solutions, developed by a collective of industry leading experts in an extensive network. Customer centricity and human-centered design are Reply's credo – these guiding principles ensure that the products, services, content and experiences offered meet the needs and desires of our customers and end users.

Advanced Analytics and Data Science infuse our creativity and build the foundation to improve marketing results and to create new business opportunities. We think in eco-systems and journeys rather than in applications. This enables us to create scalable platforms for communication, commerce and digital services – customized, targeted and in high-performance.

The three layers of experience


In order to shape the future of your company, it is important to focus not only on the customer and brand experience but also on the employee experience: creating great customer experiences starts with your employees.

Customer Experience

A great experience influences purchase decisions. It makes customers willing to spend more and stay loyal longer. Yet there is still a huge gap between what customers expect and the experience delivered - creating an opportunity sweet spot for your business.

Closing this gap requires deep insights, strong ideas and the creativity to apply new technology concepts correctly.

Brand Experience

Without an outstanding brand experience, there will be no customer experience to deliver. It serves the consumer even before he becomes a customer. Great brand experiences not only communicate - they connect and bring a person into a lasting and meaningful relationship with a brand.

Authenticity, purpose and personalization are the future cornerstones of a successful brand.

Employee Experience

A great customer experience is not possible without an outstanding employee experience.

Providing employees with the tools, awareness, room to make decisions, new working models and access to customer experiences are the cornerstones of a truly customer-centric organization.

Reply's digital experience offering

Reply's Digital Experience offering is based on our belief in the effectiveness of engaging digital experiences created with a focus on the customer and using technological expertise.


Based on validated insights from empiric research and data analytics and creative and innovative thinking applied to real-world and business problems

Experience Design

Rely on our ability to craft the right purpose and stories for an engaging brand experience. With premium UX and UI, always validated and seamlessly integrated.


As every interaction counts we deliver on all channels from classic web to mobile, omnichannel commerce, connected products and voice over to virtual and real-life experiences.


We drive measurable and meaningful traffic to your touchpoints by combining our data insights with media, smart marketing automation and compelling content.


Making the most of digital doesn’t begin with your audience, but with the employees of your organization. We help you to unlock the potential of your team.


We, as architects, build and run the business-critical foundation of your for CMS, CRM, sales, commerce and marketing automation. From major technology to open source.


Every interaction counts. Before a consumer makes a purchase, he often comes into contact with the brand at up to 20 touchpoints. And every single interaction contributes to the overall experience. Orchestration of a consistent and reliable voice throughout all available channels is what Reply Digital Experience stands for and what customers increasingly seek in today‘s world.



Creativity - supported by data and technology. Data enables us to make businesses more customer-centric and to close the gaps between expectations and experiences. With our portfolio we combine data and creativity to make marketing more creative and cost effective.


But above all it is a human experience. For us it is all about building a deep empathy with the people we are designing for and to immerse ourselves into their lives, to create solutions that really matter. Being the advocate of the customer, we provide insights based on ethnographic research, data analysis and user testings.


The tech-influencers of digital experience

The near future and the success of the Digital Experience will be shaped by developments in the areas of voice control,
artificial intelligence & machine learning as well as mixed reality. These are all technologies that are being driven forward at a rapid pace.
Reply is dedicated to exploring the possibilities in all three areas.

Voice & Conversational

Voice or conversational interfaces will completely change the way customers interact with brands or buy products.

Marketing will take place even more strongly between people and machines. Therefore, we urgently need to explore and understand how to bring emotion and empathy into this relationship. Because emotion is and remains a decisive factor in marketing. To design dialogues that feel natural, include brand values, deliver comprehensive results and lead to the desired action will be the key challenge.

AI & Machine Learning

Artificial Intelligence and Machine Learning will take marketing automation to the next level.

Artificial Intelligence will help marketers to predict very accurately which content is most relevant to their audience, when they are sensitive to it, and even what their next action will look like and what triggers are needed to achieve success. We should prepare ourselves for the fact that specific decisions in the future will be made and implemented more quickly by a software, eliminating assumptions by intelligent automation - and thus more space is created again for creativity and strategy delivered by human marketing teams.

Mixed Reality

Mixed reality applications will become the new normal.

As a hybrid of both AR and VR, Mixed Reality (MR) will be the next big paradigm shift in customer facing experiences after the rise of smart phones. By combining several types of technologies including sensors, advanced optics and next gen computing power and networks it will provide the user with the capability to overlay augmented holographic digital content into real-time space, creating scenarios that feel unbelievably real. MR will offer brands and advertisers the ability to connect, interact and sell to consumers in ways that never existed before. Although MR devices are still not completely ready for the mass market we support our clients in taking the first steps.