- Provides comprehensive frameworks for strategically integrating emerging technologies into existing customer journey strategies without overwhelming organizational resources
- Helps senior-level marketing professionals evaluate and implement AI, Web3, virtual environments and gamification technologies based on genuine customer value rather than technology trends
- Explores how emerging technologies can supplement and enhance physical experiences rather than replace them, offering practical guidance for omnichannel integration
- Features real-world examples and insights from major organizations including Breitling, Europa-Park and ZEISS
Customer Engagement Strategy
Using Emerging Technologies to Transform the Customer Journey
Learn how to integrate emerging technologies strategically such as AI, Web3, virtual environments and gamification, to transform your customer journey into memorable, loyalty-building experiences that drive competitive advantage.
Key features at a glance
EAN: 9781398628298
Edition: 1
Published:
Format: 234x156
296 pages
About the book
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 Breitling, Europa-Park and ZEISS, 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
About the authors
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.
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