Insights
At this year’s OMR Festival in Hamburg, our Managing Director Marco Wyler joined forces with Cora, Head of Digital Solutions at Calydo, and Cecil Hefti, Senior Frontend Developer, for a masterclass that resonated with one clear message: to succeed in today’s digital landscape, businesses must translate vision into meaningful, measurable customer experiences.
In a sea of disconnected digital touchpoints and rising customer expectations, brands need more than sleek interfaces—they need cohesive, journey-driven platforms. That’s where journey-centric design comes in.
In the session, Cora introduced a framework rooted in design thinking, user empathy, and strategic brand alignment. The goal? Turning complex customer journeys into intuitive experiences that align business goals with user needs. “Start with a blank canvas,” she urged, “not just to deliver what’s asked for—but to discover what really matters.”
Building on this design foundation, Marco shared how journey-centric data analytics empowers brands to move beyond personas and assumptions. Using real-time interaction data, businesses can identify micro-journeys, predict behavior, and personalize engagement at scale.
“We often start in data hell,” Marco said, “but asking the right questions—what is the customer doing, why, and where—lets us climb out and deliver experiences that convert, retain, and drive revenue.”
From conversion optimization to churn prevention, the session highlighted real-world cases showing how data-driven journeys deliver tangible impact. One example: reducing churn for a leading wholesaler by over CHF 2 million annually—just by mapping and acting on journey signals.
The highlight of the session was the deep dive into the digital transformation of HRS, a leading real estate developer. While widely respected for building iconic landmarks across Switzerland, HRS’s digital presence lagged behind.
Together with Calydo and gateB, HRS reimagined its brand experience—from fragmented and outdated to a dynamic, user-centric platform powered by Storyblok’s headless CMS. The redesign emphasized:
The result? A digital ecosystem that mirrors the bold vision and architectural excellence HRS stands for—ready to grow with the business.
Cecil closed the session by showcasing the technical implementation and scalability made possible by Storyblok. Its composable architecture and intuitive editor allowed HRS to work faster, test more, and go live with confidence—no tech bottlenecks, no content silos.
In a world where user expectations evolve faster than organizations can react, this session showed one thing clearly: combining journey-centric design, data intelligence, and flexible tech like Storyblok isn’t just an advantage—it’s a necessity.
Marco is a consultant with a focus on driving business value through the use of data and technology. He is a member of the gateB leadership team and has helped shape the company’s growth path from its inception to a leader in data-driven customer engagement. As Managing Director, he is responsible for customer intelligence and customer experience.
Customer Experience
gateB AG
Sennweidstrasse 35
6312 Steinhausen
Switzerland
Marco is a consultant with a focus on driving business value through the use of data and technology. He is a member of the gateB leadership team and has helped shape the company’s growth path from its inception to a leader in data-driven customer engagement. As Managing Director, he is responsible for customer intelligence and customer experience.
gateB AG
Sennweidstrasse 35
6312 Steinhausen
Switzerland
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gateB Consulting, Inc.
815 Hampton Drive, Unit 1B
Venice, CA, 90291
USA
gateB Consulting, Inc.
815 Hampton Drive
Venice, CA, 90291
USA
Thank you for your interest
You will receive an email shortly to confirm your address and subscription.
