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.

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.

valantic Austria Mitarbeiterin, die in der Web-Programmierung arbeitet.

Customer Experience June 23, 2026

Digital Value Creation is changing: Customer Journeys, Platforms & Agentic Commerce

AI is reshaping the customer journey: making early decisions, redefining the role of platforms and driving the rise of agentic commerce. Read our blog to find out what this means for digital value creation and businesses.

Two valantic employees are working together

Customer Experience June 22, 2026

4 Reasons Why AI Agents Are Transforming Your E-Commerce Business

AI agents select, filter, and recommend products before a human steps in. This is fundamentally changing the rules of the game in e-commerce. Four reasons why many commerce platforms aren’t built for this - and what decision-makers should be doing right now.

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.

1 2 … 25 »