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.

Businesswoman and colleague reviewing content on a laptop in a modern office

Customer Experience October 16, 2026

Autonomous Enterprise Journey: How AI value engineering creates measurable business value

How can the ROI of AI initiatives be reliably assessed and measured? How can companies identify the biggest levers and key processes for AI? Katrin Luft, Senior Expert at valantic and co-developer of the “Autonomous Enterprise Journey,” provides answers and recommendations in a conversation with Darya Basarhina, Vice President of Sales & Marketing and Manufacturing Practice Lead at valantic.

Customer Experience October 8, 2026

Interview: From PIM to Data Spine – How companies prepare their data for AI

AI is changing the requirements for data, governance, and processes. Where should companies start, and what skills do they need? In this interview, Dietmar Rietsch, CEO of Pimcore, and Timo Huguet of valantic discuss the importance of clean data, the concept of the “Data Spine,” and the changing role of humans in the age of agentic AI.

A man in a retail store is trying on different outfits in front of a smart mirror, using AI.

Customer Experience September 18, 2026

From webshop to virtual try-on: how AI is making its way into retail stores

Digital interfaces such as smart mirrors turn AI in the store into a tangible business case. What potential does this hold for the customer experience and in-store personalization? Matthias Vollmer explains how the retail industry can combine the best of both worlds and turn physical touchpoints into an intelligent part of the omnichannel journey.

Photo of four valantic colleagues taking a coffee break at the office bar.

Customer Experience September 3, 2026

ChatGPT Ads: a new touchpoint in the customer journey

ChatGPT Ads bring advertising to a new stage of the customer journey. We explain how the new ad format works, where its strengths lie, and what role it could play alongside Google Ads, paid social, and organic AI visibility.

Three people are standing at a glass table with laptops in a modern office. In the background is a whiteboard and an industrial hall visible through glass.

Customer Experience August 27, 2026

Interview: How manufacturing stays digitally visible and AI-relevant

In the manufacturing sector, purchasing decisions are increasingly being made before the sales team is even involved. Designers, planners, maintenance technicians, and buyers conduct online research—and are increasingly receiving AI-generated responses. How can marketing teams at manufacturing companies ensure digital visibility and AI relevance? Answers and recommendations from the Manufacturing Practice.

Employee standing in a factory hall with a laptop on his arm

Customer Experience July 30, 2026

Cost center or revenue channel: How do B2B service portals pay off in 2026?

About one-third of B2B revenue is now generated through e-commerce and digital channels. Yet the potential of self-service portals in B2B often remains untapped. This article explains how customer platforms, powered by AI, sales excellence, and innovative revenue models, are becoming a revenue channel.

Two male professionals are sitting on a red sofa in a contemporary office setting, smiling as they look at a laptop together. In the background, you can see glass partitions, potted plants, hardwood floors, and warm overhead lighting. One man is wearing a beige polo shirt and glasses; the other is wearing a blue polo shirt. They appear to be engaged in a friendly, collaborative discussion.

Customer Experience July 24, 2026

AI in Knowledge Management: Bringing Knowledge into the Digital Channel

It’s 10:47 p.m., the shopping cart is full, but one question remains unanswered. The consultant knows the answer, but he’s no longer available. A company’s most valuable knowledge resides with its employees, rarely in digital channels. Read here to find out how AI makes this experiential knowledge accessible.

Customer Experience July 22, 2026

Interview: How to get started with Agentic AI?

Agentic AI creates long-term value only when AI applications are seamlessly integrated into processes and equipped with clear control mechanisms. Maria Kern, Digital Experience Architect, explained how an AI workshop can support a structured introduction to AI and help organizations achieve initial success by developing a production-ready AI agent.

A young woman shopping at a supermarket with a shopping cart scans the products on the shelf with her smartphone

Customer Experience July 16, 2026

From segments to individual 1:1 relevance: What Hyperpersonalization means in retail

Personalization is high on the retail industry’s agenda, but so far, it has been viewed primarily as a technical capability. AI is currently changing both expectations for personalized experiences and the technical means of delivering true one-to-one relevance. That is what hyperpersonalization ultimately comes down to: personality and context that build trust, credibility, and loyalty.

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