Customer Engagement Strategy

Using Emerging Technologies to Transform the Customer Journey
1. Auflage 2026
ISBN: 978-1-3986-2831-1
Verlag: Kogan Page

Buch, Englisch, 280 Seiten, Format (B × H): 156 mm x 234 mm

Deliver lasting customer value through data-led, technology-enhanced engagement strategies. Customer Engagement Strategy by Joern Schlimm is a strategic guide for senior decision-makers who want to move beyond short-term campaigns and design customer experiences that deliver measurable results. Grounded in global research and proven industry frameworks, it provides tools for transforming emerging technologies into sustainable, ROI-driven engagement strategies that strengthen brand equity and customer loyalty. Written for decision-makers shaping enterprise growth, this book explores how to align digital innovation with governance, performance metrics and long-term business impact. Drawing on real-world examples from organizations such as Europa-Park, FIFA, Dolby Atmos and Zeiss Microscopy, it highlights how forward-thinking brands create competitive advantage through purposeful innovation. You'll learn how to: - Apply data-led frameworks to deliver consistent, high-value customer experiences - Integrate AI, Web3 and immersive environments into measurable engagement strategies - Use proven insights to govern innovation and mitigate technology adoption risks - Lead transformation that connects business performance with customer outcomes Combining strategic foresight with actionable insights, Customer Engagement Strategy helps senior leaders make informed, evidence-based decisions that drive growth, enhance governance and deliver meaningful customer relationships across every channel. Themes include: digital transformation, customer experience strategy, data-driven marketing, ROI measurement, technology governance, innovation leadership

Autoren/Hrsg.

Schlimm, Joern

Fachgebiete

• Wirtschaftswissenschaften Volkswirtschaftslehre Volkswirtschaftslehre Allgemein Verhaltensökonomik
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Marketing

Inhaltsverzeichnis

• • Chapter - 01: Introduction to the customer journey;
  • Chapter - 02: The case for emerging technologies;
  • Chapter - 03: A closer look at emerging technologies;
  • Chapter - 04: Web3 applications and the customer journey;
  • Chapter - 05: Centralized virtual environments and the customer journey;
  • Chapter - 06: Artificial Intelligence and the customer journey;
  • Chapter - 07: Addressing roadblocks and overcoming constraints;
  • Chapter - 08: A step-by-step guide to enhancing your customer journey;
  • Chapter - 09: Conclusion;

Über Autor(innen)

Schlimm, Joern
<b>Joern Schlimm</b> is a consultant and academic with over 19 years of international experience in digital innovation, based in Zurich, Switzerland. As Partner at Ameliorate GmbH, he advises sports and entertainment clients on customer journeys and emerging technologies like AI, Web3, and virtual environments. Previously at FIFA, he developed enterprise-wide risk management frameworks and advised on fan engagement for major events including the FIFA World Cup Qatar 2022. He has held senior consulting roles at PwC and KPMG, leading projects for multinational clients.

Joern Schlimm is a consultant and academic with over 19 years of international experience in digital innovation, based in Zurich, Switzerland. As Partner at Ameliorate GmbH, he advises sports and entertainment clients on customer journeys and emerging technologies like AI, Web3, and virtual environments. Previously at FIFA, he developed enterprise-wide risk management frameworks and advised on fan engagement for major events including the FIFA World Cups. He has held senior consulting roles at PwC and KPMG, leading projects for multinational clients.