Digital Experience

Human Centered Creativity and
Technology Innovation


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Digital Experience for a perfect Customer Journey

Together with its clients, Reply designs holistic, seamless and experience-rich customer journeys by applying innovative technologies and genuine and empathetic customer insights. To innovate and discover new opportunities within the fusion of technology, data and business, Reply fosters creativity, curiosity and courage in interdisciplinary teams.

Customer centricity and Human-Centered Design are Reply's creeds - ensuring that the products, services, content, communications and experiences Reply provides are always relevant to customers’ needs and wants.

Reply creates scalable platforms to orchestrate all of the above, to manage digital marketing assets for global brands or to support omni-channel commerce strategies. Reply collects and analyzes data to understand user behavior, to improve marketing results and to create new business opportunities. Reply thinks in eco-systems and journeys rather than in applications. Reply applies Design Thinking, Lean UX and Growth Hacking. Reply implements social media strategies and automated CRM activities, creates user-friendly responsive and mobile interfaces and smart recommendation engines. Storytelling, video content and augmented reality applications transport the brand messages of the clients. Customized, targeted, high-performance.


Strategy Service Design Creative Consulting Research + Insights Digital Branding User Experience
Content Management OmniCommerce Social Media Conversational Interfaces Mobile Solutions + Apps VR / AR / Mixed Reality
Customer Journey Marketing Automation CRM + Loyalty Content + Campaign Data Driven Marketing Analytics + Optimization
IT Strategy + Architecture Agile Development System Integration Customization Application Management Infrastructure

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

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 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

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.


News & Success Stories

Digital Experience

Case Study

A modern digital experience for pencils with a long history

Neveling Reply is the International Technical Lead Agency for CMS and e-commerce at Faber-Castell. In this role the agency accompanied the long-standing company on its way towards digitisation with the design of a new website with an integrated web shop.

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Mobile App

Case Study


Miles & More is Europe’s leading frequent flyer and rewards programme. Open Reply has transformed the Miles & More app into a fully-fledge digital channel for the brand that strengthens user engagement in the long term via mobile touch points and continually improves the service to members.



News & Communication


On the 8th of April, Reply opened registrations for its first Creative Challenge, which will take place on May 10th. The Challenge is a team-based competition open to students and creatives from all over the world who will compete in the development of a creative concept assigned by a jury of experts.

11.04.2019 / Munich


Data X: Data. Business. Creativity.

dataX has a new home this year: the unique meeting of leading Data Executives takes place at BMW Welt in Munich on April 11, 2019. Be inspired by the data visionaries of TD Reply, exchange experiences, talk about business cases!

11 APRIL 2019


Best Practice

Chatbot for Automotive

Reply supports customers in the automotive industry by implementing ChatBot applications for Car Configurators, After Sales Services and Customer Interaction Center Support.

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Emotional Digital Experience

Case Study

Global dialysis service portal for Fresenius Medical Care

Fresenius Medical Care's new dialysis service portal offers customised content and relates emotional stories that address every target group worldwide. Thus, the portal helps to improve the lives of dialysis patients and represents a benchmark for competitors. Triplesense Reply developed the concept for the service portal, which presents emotional stories and facts on dialysis.

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News & Communication

REPLY study on Artificial Intelligence: Quo vadis, AI?

Artificial intelligence enable machines to better understand the surrounding context, giving them the ability to recognise sight, sound and speech. This is made possible by machine learning algorithms. A current study by Reply, conducted with the trend platform SONAR, shows which trends are still relevant in this area.

Digital Retail and Commerce

Best Practice

How is digital disruption affecting brand trust?

Who and what can we trust? How has trust been impacted by the unprecedented levels of data being shared, new technologies such as apps and location-based services, and the rise of online reviews?

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Responsive Design

Case Study

International storytelling platform for ThyssenKrupp Elevator

Traffic jams, air pollution, and rapid growth? URBAN HUB offers approaches for "smart cities" and is more than just a storytelling platform: It is aimed at urban planners and everyone involved in the future of mobility. It invites people to share their own stories relating to encouraging concepts for success and smart mobility.

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Customer Engagement

Best Practice

Proximity Commerce: It's all about the Conversation

The evolution of multiple channels for traditional retailers has resulted in fragmented operations leading to a poor user experience. Reply has coined a new term "Proximity Commerce" which better describes how retailers should approach Omnichannel. The new term "Proximity Commerce" seeks to encapsulate where retail is heading and fit with how customers and technology are driving the agenda for retailers.

Proximity Commerce It's all about the Conversation 0