Blog

Customer Experience

No company can succeed today without exceptional customer experiences. Everything in the blog category “Customer experience” revolves around the topics of customer experience management, customer journey development, CRM consulting and implementation, marketing automation, e-business and e-commerce, B2B portals and marketplaces, and design and UX development.

Businessman working on a laptop in an office at night

Customer Experience June 17, 2026

Interview: From GenAI to Agentic AI – What Will Make the Difference in 2026

How do companies make the transition from GenAI pilot projects to the value-adding use of agentic AI? In this interview, Sarina Hermann, Principal Consultant CX, addresses common misconceptions and explains how to successfully move toward the effective use of AI.

Woman making a business presentation in a meeting at a creative office and pointing to her team her business plan

Customer Experience June 10, 2026

Agentic Commerce: Why the next 18 months will decide the next ten years

Agentic AI is changing the rules of the game in digital commerce. Where do retailers from the DACH region stand, what do global markets have ahead of them and how can companies become fit for agentic commerce? A personal assessment from retail practice with specific recommendations for action.

Man sitting casually on the bed with cell phone & credit card, making payments

Customer Experience June 4, 2026

Digital Payment in Agentic Commerce: AI buys – who pays?

Agentic AI changes who clicks on "Pay". For merchants and payment service providers, this means that for the first time, the checkout has to deal with someone who is neither human nor a traditional interface. What role does digital payment play in agentic commerce and how will payment services become future-proof?

A customer service agent wearing a headset and sitting in front of a computer monitor uses AI in customer service to process a request.

Customer Experience May 19, 2026

Why so many AI pilots in Customer Service fail – and how to make them work

For many companies, customer service is an obvious starting point for experimenting with AI. The demo is convincing. Expectations are high. Nevertheless, only a few pilot applications make it into regular productive operation. Three typical patterns and concrete approaches to how AI works in service "

On-stage presentation at Adobe Summit 2026: A speaker introduces the new Adobe CX Enterprise solution.

Customer Experience April 28, 2026

Adobe Summit 2026: When AI stops assisting – and starts acting

The age of AI as a tool is over. What Adobe presented in Las Vegas are systems that understand goals, develop plans and execute processes autonomously. For us at valantic, the Adobe Summit 2026 was therefore less of a product fair than a preview of the decisions that companies will have to make in the next 12 to 18 months.

Pictures of valantic employees on the roof terrace, Management Consulting Career at valantic

Customer Experience April 16, 2026

Agentic AI Use Case: How a Data Agent creates the basis for Digital Commerce

Together with ZEG and Pimcore, valantic realized an Agentic AI use case in which AI automatically structures product data and makes it usable. Why clean data, governance and controllable processes are crucial for Agentic AI and how AI data management creates the basis for digital sales channels: In this interview, the project participants share their insights.

A woman talking to her three colleagues, gesturing with her hands.

Customer Experience April 8, 2026

SAP Engagement Cloud: Q&A on the new SAP Omnichannel CRM Platform

Just an "Emarsys rebranding" or another marketing automation tool? The SAP Engagement Cloud is definitely more than that. The new SAP CX Solution represents a fundamental change in strategy: away from a pure marketing application and towards a company-wide orchestration platform for omnichannel CRM and engagement in B2B and B2C. We answer the most frequently asked questions in the Q&A.

Image of two valantic employees looking into a laptop

Customer Experience March 26, 2026

Data-driven optimization: A/B Testing with Optimizely & Agentic AI

The basics of A/B testing are no longer sufficient in the fast-moving digital landscape. In order to exploit all possibilities and adapt optimization strategies in a targeted manner, intelligent functions are needed that provide precise insights for data-based decisions. This is where Optimizely One comes into play.

Four people are working together at a desk in an office. One man points to the screen of a laptop with an outstretched arm. His colleagues stand around him, smiling and looking at the screen

Customer Experience March 19, 2026

CX trends 2026: Why Agentic AI will bring the biggest leap

2026 marks a turning point for the customer experience (CX). Which developments are driving this upheaval? Our top 10 makes it clear: Agentic AI is the catalyst for all current CX trends and measurable added value.

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