Blog

Customer Engagement

The term customer engagement (CE) includes various types of interactions and relationships between customers, brands, and companies. CE can best be described as the level of engagement with which a customer meets a brand or company. Engagement affects cognitive, emotional, and behavior-related aspects that are effective in the context of online media and can be measured under different circumstances. Customer engagement is the emotional connection between a customer and a brand and it is important because customers who are more engaged buy more, advertise more, and demonstrate greater loyalty. In our Customer Engagement & Commerce business division, we advise companies about this exciting topic.

Businesswoman with laptop and headphones in the office

Customer Experience September 9, 2025

Customer feedback in transition: From complaint cards to AI-powered dialogue

From complaint letters to AI-driven sentiment tracking: customer feedback today is more than just a response – it is a strategic asset in transformation. But how can companies extract real insights from the flood of data and translate them into meaningful action?

Photo of our valantic CX colleagues reviewing the last workshop on data-driven design together at the office bar.

Customer Experience September 4, 2025

Getting the most out of customer feedback: Between numbers and symbols

In a world full of metrics, it's not enough to count clicks and purchases. Customer feedback supplements data with motivations, needs, and barriers. Those who consistently integrate feedback into their processes strengthen the customer experience and create lasting customer loyalty.

Photo of three colleagues taking a break in a lounge area.

Customer Experience February 20, 2025

Key to Omnichannel Marketing Automation: Unified Customer Experiences with CDPs

For many companies, omnichannel marketing sounds like a matter of course: customers should be reached across all channels, from the website to email to the brick-and-mortar store. But in practice, many companies fail to create a truly seamless experience. But why is this the case - and how can a Customer Data Platform (CDP) help to solve this problem?

Bild von einer lächelnden Frau beim Shoppen | Unsere maßgeschneiderte SAP Lösung für Fashion Retail

Customer Experience December 17, 2024

Why Customer Data Platforms Are a Must-Have in the Fashion Industry

The fashion world is fast-paced and customers today expect seamless, personalized experiences across all channels. If these requirements are not fulfilled, customers disappear. How can scattered data be used to create tangible added value for customers and companies? Customer data platforms (CDPs) can help!

Here you can see the cover of our blog post "Be Emotional". Celebrating people, empty stands and clapping hands.

Customer Experience October 30, 2020

Be emotional! Why emotions are so important in customer experience management

The secret of successful customer loyalty is to win the hearts of customers. How can emotions affect the measurable success of the company?

Case Studies October 16, 2017

Successful trade show campaign at Heller with SAP Hybris Cloud

With the help of valantic, Heller, a globally-active machine builder, digitalized its entire trade show campaign in just three months for the leading AMB trade show in Stuttgart.