2021 at BSI in emotions

Charlotte Malz
Head of Marketing, BSI

Emotions – That’s what customer relationships are all about. And we hope that our customers can spark positive emotions in their customers thanks to our software.

2021 had all kinds of surprises in store for us again, and the Coronavirus once again ensured a roller coaster of emotions.

The things that moved us at BSI this year:

Humility and pride

A reason for joy and deep gratitude: We attracted 23 new customers in 2021 and increased our revenue by 12%. We worked on 631 customer projects and brought 65 new employees on board. With our first acquisition, Snapview, we not only added yet another valuable component to our BSI Customer Suite but, above all, gained many wonderful new employees. And we take some pride in all of this, too.

Curiosity and inspiration

At the BSI Customer Summit, our large hybrid customer conference, more than 600 experts from marketing, sales, service, and IT came together to exchange ideas about the latest customer experience trends. Many of our customers shared their BSI project experience and conveyed new ideas about the CRM of the future. As the year drew to a close, we also identified five central CX action areas for 2022 where companies can distinguish themselves.

Motivation and a zest for innovation

We invested a lot in our BSI Customer Suite, which is now complete with BSI Insight and BSI EIP. In addition, we worked on new out-of-the-box solutions, made customer journeys even more intelligent and optimized processes, and responded to new market and technology trends. Why? Because digitally transforming customer relationships is our passion.

Team spirit and a sense of community

With everyone working from home, we wanted to ensure we didn’t lose sight of one another. At the same time, we wanted our new colleagues to benefit from the BSI network, too. So we made various opportunities available, such as virtual blind lunches and barbecue parties to celebrate our 25th anniversary at our offices as well as a virtual BSI edition of “Who Wants to Be a Millionaire.” Not only are we growing as a company, but our ecosystem is expanding, too. With adesso, admire, ajco, BearingPoint, Consurance, gateB, msg, PPI and synpulse, we attracted nine dynamic focus partners in 2021. These partnerships will make us even more effective in the future when designing compelling customer experiences.

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A sense of responsibility and optimism about the future

Due to the Coronavirus pandemic, we, too, spent a significant part of 2021 working from home. Yet we used every opportunity that presented itself to finally meet with our customers and partners in person again – those were moments of pure emotion. At the same time, we had a lot of time to think about how to work together in the future and what to leave our customers, partners and friends with at the end of the year.

So, instead of #beinvolved, we coined #treeinvolved this year. Our customers were able to plant trees with a click. As a result, more than 1000 trees were “planted” and will soon spread their roots as part of the reforestation projects of the organization GROW MY TREE.

Gratitude and (customer) love

And lastly, the most important thing: Thank you for your trust in us. It is a pleasure to have the opportunity to work with you and write stories of customer delight.

We are sending you best wishes for a relaxing holiday, good health and a peaceful season of love. Here is to the year 2022 – May everything flourish that we sow together.

Next Best Action: BSI

The next best action: Network your goals with BSI.

Zeno Hug, Creator of Customer Delight

+41 58 255 99 59


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