DIGITALL Galaxy

Why Customer Experience Is Becoming the Ultimate Competitive Edge

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 06 Nov 2025 07:00:00 GMT

Products can be replaced, prices can be compared, but experiences last. In the chapter “Customer Experience of Today and Tomorrow,” Frank Müller highlights one crucial shift: customer loyalty is no longer built on product features or touchpoints. What truly matters is the overall experience, which starts well before the purchase and continues beyond the support phase.

Why smart technologies are transforming relationships

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 30 Oct 2025 07:00:00 GMT

Customer Relationship Management (CRM) is no longer just a technical discipline but revolves around trust, proximity, timing, and relevance. This is precisely where innovative technologies come into play. In the chapter titled “How ‘Smart Technologies’ Will Change Customer Relationship Management” by Evangelos Avramakis, the author provides a strategic and practical look at how technologies such as AI, sensor technology, cloud computing, robotics, and smart interfaces are redefining the foundation of customer relationships.

Why feedback is the biggest untapped resource in customer management

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 23 Oct 2025 06:00:00 GMT

There's loads of data out there – but are we truly utilizing it? And more importantly, are we using it effectively? The chapter “Using Customer Data and Feedback to Optimise Products and Services” illustrates how systematic feedback management can improve products, services and entire business models – given that you genuinely consider data, processes and customers together.

Why CRM Is the New Operating System for Customer Relationships

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 16 Oct 2025 06:00:00 GMT

For a long time, CRM has been an operational database and an administrative tool for managing contacts and leads. However, in times of digitalization, disruption, and constant change, its role needs to evolve. The chapter titled “Digital CRM: From Disruption to Business Model” explains how CRM is transitioning from a reactive system to a strategic platform and why this shift is not merely an IT project, but a fundamental change in business mindset.

Why Digitization in Healthcare Needs to Focus on Customer Contact

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 09 Oct 2025 06:00:00 GMT

The healthcare industry is under pressure - costs are rising, customer demands are evolving, and digital competitors are ready to pounce. In his chapter “The Digitalization of Customer Contact in Healthcare,” Kolja A. Rafferty emphasizes that insurers can no longer rely solely on efficiency; they must actively shape the customer experience.

Why Artificial Intelligence Is About More Than Just Technology

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 02 Oct 2025 06:00:00 GMT

Artificial intelligence (AI) is no longer a futuristic concept; it has become an integral part of our everyday lives. And yet (or perhaps precisely because of this), it is essential asking ourselves: What does AI mean for us as individuals, for society, and for businesses? The chapter "Artificial Intelligence Meets Homo Sapiens: Possible Applications and Limits of Artificial Intelligence" takes precisely this perspective in a nuanced and thoughtful manner.

Why Trigger-Based Marketing Is the Smart Play for the Future

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 25 Sep 2025 06:00:00 GMT

CRM in Tiki-Taka style: Although it may seem unusual to use a sporting analogy, this one fits perfectly. The chapter titled “Trigger-Based Marketing: Tiki-Taka for Digital Customer Relationship Management” is about exactly that: an agile and connected CRM that's always responsive. Trigger-Based Marketing provides the ideal framework for this, offering a data-driven, relevant, automated and customer-centric approach.

How Swiss Re rethought CRM and transformed it into an intelligent engagement hub

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 18 Sep 2025 06:00:00 GMT

Many companies talk about transformation, while Swiss Re Corporate Solutions (CorSo) has achieved it. The chapter titled “Swiss Re Corporate Solutions: Transforming a Traditional CRM System into a Customer Engagement Management (CEM) Solution” effectively illustrates the process of replacing a traditional CRM system with a platform that is data-driven, process-oriented, and strategically effective.

Why the “new normal” in customer behavior is more than just a passing phase

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 11 Sep 2025 06:00:00 GMT

Pandemics undoubtedly affect health statistics, but they also change people's mindsets, particularly regarding consumer behavior. The chapter titled “Customer Behavior in the New Normal: What Is Temporary and What Will Remain?” highlights the significant shifts in habits and identifies which changes are here to stay.

Why voice and speech recognition play a key role in customer contact

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 04 Sep 2025 06:30:00 GMT

“How can I help?” – a simple question that will no longer be asked only by humans in the future. Voice and speech recognition technologies have developed rapidly in recent years. The chapter title “Voice and Speech Recognition for Banks and Insurance Companies” highlights the immense potential of these solutions, particularly in the context of customer relationship management (CRM).

Why agile development and customer centricity are not opposites

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 28 Aug 2025 06:30:00 GMT

Digitalization does not fail due to technology; it often fails because we set it up incorrectly: being too technology-driven, internally focused, or without a proper customer perspective. The chapter titled “Agile Design and Implementation of Digital Offerings: Holistically Realizing Customer Goals, Business Requirements, and Technical Implementation” emphasizes that writing good concepts is not enough. We must also implement them in a manner that resonates with the customer from strategic, technical, and human perspectives.

Why personas are the foundation of customer-centric communication

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 21 Aug 2025 07:00:00 GMT

Target groups are not obsolete; they simply lack precision. To genuinely connect with customers today, one must adopt a more nuanced approach. The chapter titled „Explore the Right Personas for Successful Marketing, Sales, and Service“ illustrates how modern persona models function and explains why they are more than just visually appealing profiles in presentations.

How the customer interface of the future will be designed

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 14 Aug 2025 07:00:00 GMT

The Customer interface is a complex term for something that is, at its core, quite simple: the connection between people and brands. This connection is evolving rapidly. The chapter „Implementing the Customer Interface of the Future: Requirements for Business and Technical Architecture“ outlines how companies can navigate this new complexity with structure, clarity, and a holistic understanding of architecture.

How a 360° customer view really works

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 07 Aug 2025 06:00:00 GMT

“We need a 360° view of the customer” is a phrase commonly found in strategic documents. But what does that actually mean? And how can this concept be transformed into a functioning system? The chapter “How to Get a 360° Customer View” clearly outlines what is essential: integrated systems, interconnected processes, and a clear use case that delivers real added value.

Why digital marketing needs to be rethought

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 31 Jul 2025 06:00:00 GMT

Digital is no longer an add-on; it forms the core of modern customer experiences. However, many marketing strategies remain stuck in the past, focusing on products, driven by channels, or overly fixated on technology. The chapter “Building a Next-Generation Digital Marketing Strategy” makes it clear that, to be successful today, we must rethink customers, data and technology together in a strategic manner.

Why Excellent Sales Performance Management Is the Key to Digital CRM

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 24 Jul 2025 06:00:00 GMT

Excellence in sales is not a one-time achievement - it is an ongoing process. The chapter “Sales Performance Management: Excellence in CRM with Digital Control Concepts” demonstrates that sales performance management encompasses much more than the systematic management of sales figures. It is the foundation for a holistic digital CRM strategy that optimizes sales and CRM processes across all channels.

Why digital CRM (dCRM) is more than just technology

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 17 Jul 2025 06:00:00 GMT

Although CRM is still a software project in many companies, it has been about much more than that for a long time. It's about data strategies. Business models. About communication. The chapter 'On the Way to Digital CRM (dCRM): The Transformation of Customer Management' makes it clear that digital customer-centricity doesn't start on the surface, but rather reaches deep into processes, structures, and mindsets.

Why Performance Management Is the Key to Successful TransformA-tion

sabine.kirchem@digitall.com (Sabine Kirchem) — Wed, 09 Jul 2025 06:00:00 GMT

Performance management is the bridge between vision and reality, evaluating the value and authenticity of every strategy. The chapter titled “Performance Management: Leadership in the Digital Transformation” explains why traditional control systems are no longer sufficient and outlines how to ensure that digital strategies work effectively.

Why looking at the big picture is key to success or failure in CRM

sabine.kirchem@digitall.com (Sabine Kirchem) — Wed, 02 Jul 2025 06:00:00 GMT

Companies often think of CRM on a small scale. They fine-tune campaigns, enhance touchpoints, and implement systems, but they don't look at the big picture, the bird' s-eye view. However, this perspective is crucial if we want CRM to have a long-term effect. This is exactly what the chapter “The Exploded View as a Frame of Reference for More Successful CRM” is all about.

Why does CRM only work when combined with a new organisa-tional culture?

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 26 Jun 2025 07:00:00 GMT

CRM projects rarely fail due to technological issues; they rather fail due to structural and responsibility-related matters and, above all, a lack of cultural change. Frank Klinkhammer explores this theme in his chapter “People and Organisation in the CRM Competence Model: New Approaches to Organisational Development on the Way to a Customer-Centric Company,” where he calls for a true paradigm shift.

Why every company needs a CRM competencе model

sabine.kirchem@digitall.com (Sabine Kirchem) — Thu, 19 Jun 2025 07:08:34 GMT

A CRM system alone is not customer management; it is merely a tool. I believe everyone reading this can agree with me on this point. And what we need on top of that is a well thought-out model—a strategic guideline that enables us not only manage our customer relationships with this tool but also shape them in an intelligent, goal-oriented, and sustainable way.

CRM Goes Digital: EXPERT INSIGHTS on Modern Customer Management

Dina Karagyaurova — Thu, 12 Jun 2025 07:27:56 GMT

We are excited to announce the release of a new book by our CRM experts at DIGITALL, titled "CRM Goes Digital: Design and Use of Digital Customer Interface in Marketing, Sales, and Service." Published by Springer Nature, this comprehensive guide offers valuable insights for professionals looking to embrace the latest strategies in customer relationship management. Following the success of our German-language edition, which had over 600,000 downloads, we are now thrilled to present this English-language version with enhanced cases to a broader international audience.

Relaxed at work: 5 simple things to lift your mood

juliane.waack@digitall.com (Juliane Waack) — Wed, 27 Sep 2023 06:30:00 GMT

In autumn and winter, the decrease in sunlight - which affects the "happiness hormone" serotonin - can often affect the mood. But stress at work in general can weigh you down and hurt your well-being, creativity and productivity. But even small things can help, which is why we have collected a few very simple tips to make the workdays lighter.

Expert interview: Cyber Security Trends & topics for 2023 and 2024

deniz.tourgout@digitall.com (Deniz Tourgout) — Wed, 20 Sep 2023 06:30:00 GMT

We sat down with our Cyber Security expert Deniz Tourgout to talk about current and future trends and topics that shape the world of Cyber Security.

The future in AI: facts and stats about artificial intelligence

juliane.waack@digitall.com (Juliane Waack) — Wed, 13 Sep 2023 06:30:00 GMT

What does the future of artificial intelligence bring and how are companies currently dealing with and planning with the new developments of topics like machine learning and generative AI?

Fighting Transformation - The Psychology of Change

juliane.waack@digitall.com (Juliane Waack) — Wed, 06 Sep 2023 06:30:00 GMT

One of the biggest challenges of any business transformation is to convince all stakeholders - from management to interns - that they can profit from the changes. But how do you do it?

The biggest threats in AI hacking (Video)

Kostadin Ivanov — Wed, 30 Aug 2023 06:30:00 GMT

Kostadin Ivanov talks about AI in hacking and what it means for companies and their Cyber Security strategies. Watch the video or read the summary in this blog article.

ChatGPT-Interview: Facts vs. fiction about AI-generated content

Felix Warth — Wed, 23 Aug 2023 06:30:00 GMT

As an IT company, ChatGPT and AI-generated content has obviously also had an impact on our projects, from interesting partner tools to self-developed apps. We asked one of our AI experts how they use ChatGPT to create better user experiences - and why the human touch is still crucial.

Budget & planning security in modern projects - classic meets agile

Gian Arquint — Wed, 16 Aug 2023 06:30:00 GMT

Agile project management is gaining momentum in many companies, but clearly-defined budgets and timeframes are still important for many project teams, despite the advantages of an agile environment - can these things co-exist?

What a good BI-solution can do for you (and how to find it)

juliane.waack@digitall.com (Juliane Waack) — Wed, 09 Aug 2023 06:30:00 GMT

Business intelligence offers companies smart insights into their business data to draw actionable conclusions and make decisions easier.

Cyber Security Studies: Stats, facts & numbers

juliane.waack@digitall.com (Juliane Waack) — Wed, 02 Aug 2023 06:30:00 GMT

How many companies are victims of cyber-attacks, how much does an attack cost, and what causes and prevents these attacks?

Closed-Loop Reporting aligns your data & teams

juliane.waack@digitall.com (Juliane Waack) — Wed, 26 Jul 2023 06:30:00 GMT

Working with the same data basis and aligning on each other's goals can help your marketing and sales teams to truly collaborate and optimize both their results.

5 tips to optimize your CRM costs

juliane.waack@digitall.com (Juliane Waack) — Wed, 19 Jul 2023 06:30:00 GMT

Basing the worth of a CRM system solely on its pricing is usually not the best idea for success but cost optimization helps to get the best out of your solution with no cent overspent.

Data privacy is not a road block, it's a marketing (and sales) asset

juliane.waack@digitall.com (Juliane Waack) — Wed, 12 Jul 2023 06:30:00 GMT

With new laws and regulations popping up constantly, marketers usually fear the changes that might impact their activities and disrupt their processes. But a change in perspective is helpful to get the best out of data privacy laws.

How to evalute your technology purchase (and avoid buyer's remose)

juliane.waack@digitall.com (Juliane Waack) — Wed, 05 Jul 2023 06:30:00 GMT

According to a recent Gartner study, 60% of technology buyers who are considering a renewal or expansion of cloud-based services regret their purchase. However, this has a lot more to do with the decision process than with the solutions.

5 sustainability trends that shape the economy

juliane.waack@digitall.com (Juliane Waack) — Wed, 28 Jun 2023 06:30:00 GMT

Climate change is a global concern and already influences markets, from disruptions due to natural disasters up to the many challenges that rising temperatures bring for many industries. Sustainability is therefore a crucial part not just of our economic future.

Is Vendor Lock-In still an issue?

juliane.waack@digitall.com (Juliane Waack) — Wed, 21 Jun 2023 06:30:00 GMT

Times are changing, trends are developing faster and faster and the 21st century seems to be the century of agility and flexibility. That's why no one wants to be stuck with one solution, system or platform.

What can you learn from mistakes?

juliane.waack@digitall.com (Juliane Waack) — Wed, 14 Jun 2023 06:30:00 GMT

Everyone makes mistakes, everyone has a tale to tell about a horrendous project or a complete disaster - but failures are nothing to be ashamed of. In fact, from F***Up-Nights to Ted Talks, the business world has realized that a failure can be a great way to grow and learn.

On-premise or cloud? What does your company need?

Florian Kiene — Wed, 07 Jun 2023 06:30:00 GMT

Cloud-based solutions, especially as Software as a Service (SaaS) model, are increasingly popular. There is hardly any company that does not use at least one SaaS application. Does this mean the end of on-premise solutions or do they still have a purpose?

Why do you need Field Service Management software?

juliane.waack@digitall.com (Juliane Waack) — Wed, 31 May 2023 06:30:00 GMT

Whether for service, sales or other external services - field service is a crucial element for many businesses to make or break customer relationships, create new connections, and get insightful information. What does a field service software offer to support and elevate experiences both for your employees and your customers?

Introduction To Offensive Testing (tips & methods)

Kostadin Ivanov — Wed, 24 May 2023 06:30:00 GMT

Offensive testing is a great way to ensure that your company is not just theoretically safe from cyber-attacks. Find out why testing is recommended and what different testing types exist.

The secret to inspiration

juliane.waack@digitall.com (Juliane Waack) — Wed, 17 May 2023 06:30:00 GMT

Inspiration is not only a performance driver but also helps people to be creative, innovative, and motivated. But what are sources for inspiration and how can you foster them?

What do you do with disruptive competition?

juliane.waack@digitall.com (Juliane Waack) — Wed, 10 May 2023 06:30:00 GMT

In the last years, 'disruption' has been a popular term to describe sudden changes whether through innovation, global events, or changing user behaviors. But what makes something truly disruptive and is it a good or a bad thing?

10 things AI can do for you right now

juliane.waack@digitall.com (Juliane Waack) — Wed, 03 May 2023 07:05:27 GMT

The future of artificial intelligence is exciting but for most of us, the more relevant question is what artificial intelligence can do to support our work, reduce workloads and increase efficiency right now.

IaaS: Cloud-based infrastructure for rent

Pavel Stoychev — Wed, 26 Apr 2023 06:30:00 GMT

IaaS has become the norm for many companies who prefer scalable infrastructure services at lower costs - but what does it really mean to use Infrastructure-as-a-Service?

The secrets to a strong cyber security team

Lyubomir Tulev — Wed, 19 Apr 2023 06:30:00 GMT

With the rapid digitalization of business, the importance of cyber security has increased dramatically for companies of all sizes and in all sectors. Its complexity and specific requirements demand organizations to build security teams for internal use or get it as a service by Managed Security Services Providers (MSSP).

Is the cloud sustainable?

Simeon Nachev — Wed, 12 Apr 2023 06:30:00 GMT

Sustainability and energy-efficiency are some of the key topics of our time which also heavily affect the economy. Cloud-based solutions can support these goals with the right providers and setup.

The 4 biggest challenges of breaking down data silos

juliane.waack@digitall.com (Juliane Waack) — Wed, 05 Apr 2023 06:30:00 GMT

Digitization is all about connection. What cannot be connected creates a roadblock on the way to digital transformation. For companies that are on their way or plan to get going, it's becoming increasingly apparent that data silos are the biggest roadblocks to overcome.

CPQ software can turn your sales cycle around

juliane.waack@digitall.com (Juliane Waack) — Wed, 29 Mar 2023 06:30:00 GMT

CPQ software can truly change the daily work of sales teams and simultaneously create more transparency for customers.

How do you choose the right Managed Service Provider?

Georgi Abadzhiev — Wed, 22 Mar 2023 07:30:00 GMT

The digital transformation is fast, global disruptions happen all the time and the skill gap for ICT recruits is growing - it seems, as if managed services have become a standard to strengthen business operations.