Customer Engagement Strategy: Using Emerging Technologies to Transform the Customer Journey - Hardcover

Schlimm, Joern

Hardcover

ISBN 10: 139862831X ISBN 13: 9781398628311

Publisher: Kogan Page, 2026

Synopsis

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 organizations 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

About this title

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 Cup Qatar 2022. He has held senior consulting roles at PwC and KPMG, leading projects for multinational clients.

Edition details

• Publisher: Kogan Page
• Publication date: 2026
• Language: English
• ISBN 10: 139862831X
• ISBN 13: 9781398628311
• Binding: Hardcover
• Edition number: 1
• Number of pages: 280