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Customer Engagement Strategy

Using Emerging Technologies to Transform the Customer Journey
By Joern Schlimm
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Brief Description
Deliver lasting customer value through data-led, technology-enhanced engagement strategies. Customer Engagement Strategy by Joern Schlimm is a strategic guide for senior decision-makers who want to move beyond short-term campaigns and design customer experiences that deliver measurable results. Grounded in global research and proven industry frameworks, it... Read More
Format: Paperback / softback
$13000

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Learn how to integrate emerging technologies strategically such as AI, Web3, virtual environments and gamification, to transform your customer journey into memorable, loyalty-building experiences that drive competitive advantage.

Book Hero Magic formatted this description to make it easier to read. While it's new and still learning, it may not be perfect - your feedback is welcome! Description

Deliver lasting customer value through data-led, technology-enhanced engagement strategies.

Customer Engagement Strategy by Joern Schlimm is a strategic guide for senior decision-makers who want to move beyond short-term campaigns and design customer experiences that deliver measurable results. Grounded in global research and proven industry frameworks, it provides tools for transforming emerging technologies into sustainable, ROI-driven engagement strategies that strengthen brand equity and customer loyalty.

Written for decision-makers shaping enterprise growth, this book explores how to align digital innovation with governance, performance metrics and long-term business impact. Drawing on real-world examples from organisations such as Europa-Park, FIFA, Dolby Atmos and Zeiss Microscopy, it highlights how forward-thinking brands create competitive advantage through purposeful innovation.

You'll learn how to:

  • Apply data-led frameworks to deliver consistent, high-value customer experiences
  • Integrate AI, Web3 and immersive environments into measurable engagement strategies
  • Use proven insights to govern innovation and mitigate technology adoption risks
  • Lead transformation that connects business performance with customer outcomes

Combining strategic foresight with actionable insights, Customer Engagement Strategy helps senior leaders make informed, evidence-based decisions that drive growth, enhance governance and deliver meaningful customer relationships across every channel.

Themes include: digital transformation, customer experience strategy, data-driven marketing, ROI measurement, technology governance, innovation leadership.

Book Details

INFORMATION

ISBN: 9781398628298

Publisher: Kogan Page Ltd

Format: Paperback / softback

Date Published: 03 September 2026

Country: United Kingdom

Imprint: Kogan Page Ltd

Audience: Tertiary education, Professional and scholarly

DIMENSIONS

Width: 156.0mm

Height: 234.0mm

Weight: 300g

Pages: 288

Collections

Business & Entrepreneurship Business Innovation & Creativity Business Strategy & Negotiation Customer Service & Experience Joern Schlimm Marketing & Sales Non-Fiction Technology & Digital Transformation in Business

About the Author

Joern Schlimm is a consultant and academic with over 19 years of international experience in digital innovation, based in Zurich, Switzerland. As Partner at Ameliorate GmbH, he advises sports and entertainment clients on customer journeys and emerging technologies like AI, Web3, and virtual environments. Previously at FIFA, he developed enterprise-wide risk management frameworks and advised on fan engagement for major events including the FIFA World Cups. He has held senior consulting roles at PwC and KPMG, leading projects for multinational clients.

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