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.

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.

Team meeting on the plastic recycling factory, talking about SAP Business Network | SAP BNAC

Customer Experience July 9, 2026

Customer centricity in B2B: How manufacturers are meeting rising customer expectations

Customer centricity is also essential in the B2B environment in order to build long-term relationships. But how can true customer centricity be achieved and how can the ROI be measured? Practical tips and a real-life project example show how manufacturing companies use customer centricity as a growth and competitive advantage.

Inside the Heavy Industry Factory Female Industrial Engineer Works on Personal Computer She Designs 3D Engine Model, Her Male Colleague Talks with Her and Uses Tablet Computer with SAP Service and Asset Manager

Customer Experience June 25, 2026

AI potential in manufacturing: Which use cases are already live – and what pays off?

In the manufacturing industry, AI is already one of the most important technologies. Yet there is a significant gap between ambition and productive use with measurable results. Where will AI be worthwhile in the manufacturing industry in 2026, and which use cases are already making its potential tangible today?

Two employees are working intently at their desks on their computers.

Customer Experience June 24, 2026

Model Context Protocol: MCP as an Infrastructure for AI Integration

The Model Context Protocol, or MCP for short, is increasingly coming up in strategic AI discussions. This open standard offers an efficient way to connect AI assistants with CRM, ERP, and internal systems. This article explains why MCP is relevant to decision-makers, what business opportunities it creates, and where caution is advised.

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