Customer Engagement Strategy

“True luxury has always been defined by the depth of the experience, not just the product. In Customer Engagement Strategy, Joern Schlimm maps out how luxury brands can preserve their heritage while embracing the future. This book is an essential blueprint for leveraging emerging technologies to create immersive, deeply personalized consumer touchpoints that don’t just capture attention, but foster lifelong brand devotion.” * Gaëlle Devins, Chief Customer Officer, Breitling *
“Today’s sports organizations must compete not only on the field but also for the attention and engagement of increasingly digital consumers. Joern Schlimm’s book offers a compelling examination of how technologies such as AI, virtual environments, gaming and Web3 can strengthen relationships and create meaningful new touchpoints across the consumer journey. This is an essential resource for leaders looking to innovate, deepen engagement and prepare their organizations for the future.” * Benjamin Tan, Projects Director, Sport Singapore *
“In the theme park industry, if you don’t connect with your guests emotionally, you lose. Customer Engagement Strategy is the ultimate guide for blending new tech with real-world magic. If you want to build the future of (location based) entertainment, read this book.” * Marcus Ernst, Creative Project Manager, Mack ONE/ Europa-Park *
“In professional and data-driven, but also relationship-building industries, the biggest risk is losing the connection to our customers as we digitalize. Customer Engagement Strategy solves this dilemma. By blending cutting-edge technological insights with a deep understanding of human connection, Joern Schlimm provides a rare, highly practical playbook. It proves that sophisticated digital tools, when used correctly, don’t distance us from our clients - they bring us closer to them.” * Dr. Jens Jehle, Virtual Reality Project Manager, Zeiss Microscopy GmbH *
“For hospitality and tourism organizations, customer engagement is no longer limited to physical interactions. In this book, Joern Schlimm explores how emerging technologies are reshaping the customer journey and creating new opportunities to deliver more personalized, immersive and meaningful experiences. Combining academic rigour with practical relevance, this book offers valuable insights for hospitality and tourism professionals, educators and future industry leaders.” * Andrea Stropkova, Academic Dean, BHMS Luzern, BHMS Business and Hotel Management School *
“Customer Engagement Strategy offers a thoughtful examination of how emerging technologies are shaping consumer engagement. Joern Schlimm provides a structured framework for understanding the relationship between technological innovation and consumer behaviour, making this book a valuable resource for scholars and practitioners seeking to navigate customer engagement in an increasingly dynamic digital environment.” * Garshaw Abeza, PhD, Associate Professor, Towson University *
“The risk for established markets like Germany isn’t a lack of quality; it’s the speed at which we adopt customer-facing innovation. Joern Schlimm’s work cuts straight through the technological hesitation, offering a vital playbook for scaling digital experiences. This book is an urgent wake-up call and a highly practical roadmap for any European leader looking to convert emerging technologies into sustainable competitive advantages.” * Dr. Sebastian Klöß, Head of Markets & Technologies, Bitkom *
“The modern sports fan demands an experiential relationship that goes far beyond the pitch. Joern Schlimm’s work demonstrates how emerging technologies can scale that emotional connection into the digital realm. By unpacking the mechanics of personalized touchpoints, Customer Engagement Strategy provides a sophisticated and highly relevant guide for anyone teaching or practicing sports marketing today.” * Dr. Tommy K. Quansah, Lecturer, University Lausanne *
“The sports landscape is changing rapidly, and today’s fans demand immersive, technology-driven experiences that transcend the stadium. Customer Engagement Strategy provides a timely and brilliant exploration of how sports organizations - historically the pioneers of fan loyalty - can use digital innovations to establish next-generation touchpoints. This evidence-based work is vital for anyone teaching, studying or leading the future of marketing and consumer behaviour.” * Erin McNary, PhD., Associate Professor of Sport Administration, University of Miami *
“One of our jobs as conference organizers is to spot the trends shaping tomorrow’s marketing landscape, and Joern Schlimm’s work is ahead of the curve. Customer Engagement Strategy expertly decodes how virtual worlds and cutting-edge tech are redefining customer loyalty. If you want to understand where the marketing industry is heading over the next decade, this book is your ultimate cheat code.” * Nigel Fletcher, Chief Executive, International Sports Convention *
“This book is an insightful and practical resource for organizations seeking to create more meaningful customer experiences. It bridges the gap between academic thinking and real-world application, offering actionable recommendations that can be implemented across a wide range of industries. The CERA model serves as a valuable framework, helping organizations systematically evaluate and enhance the customer experience to drive engagement, loyalty and long-term success.” * Dr. Sebastiano Mereu, Adjunct Professor, Sports Business Research Academy *
“It is rare to find a book that satisfies both the rigorous demands of the lecture hall and the fast-paced realities of the corporate boardroom. Customer Engagement Strategy does exactly that. Joern Schlimm’s unique background - combining the academic rigour of a PhD with extensive hands-on experience at global sports entities including FIFA - allows him to masterfully bridge the gap between academic theory and practical business execution. He offers a sophisticated yet highly actionable framework for the digital age, making this a vital text for students preparing for the future of marketing and an essential resource for executives actively building it.” * Soyoung Joo, PhD., Associate Professor of Marketing, School of Business, Siena University *
“We’re entering an era where the most meaningful customer experiences won’t just be designed - they’ll be modelled, simulated and continuously refined through AI. What sounds futuristic today will soon become an expected part of how organizations innovate and make decisions. Joern Schlimm explores this shift with curiosity and clarity, offering a compelling look at how digital twins and emerging technologies are reshaping the relationship between businesses and their customers. If you’re interested in where customer experience, AI and innovation are headed, this book is worth your attention.” * Michael Libby, Founder & CEO, Worldbuildr *
“User statistics reveal a clear gender gap in AI adoption: depending on the study, women lag behind men by 10% to 20% in both professional and personal use. As AI continues to fundamentally transform industries and redefine customer expectations, it is crucial that women not only keep pace with these developments but also actively shape them. In his book, Joern Schlimm offers an easy-to-understand and insightful guide to some of the most influential technologies of our time, including AI, virtual environments and Web3. By translating complex innovations into practical business insights, this book equips readers with the knowledge they need to succeed in the digital age. It is a valuable resource for anyone interested in the future of customer loyalty, and especially for women who want to lead, innovate and succeed in a technology-driven world.” * Riccarda Mecklenburg, President, Association of Women-Owned Businesses *

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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