Digital Navigator Customer Experience

Perspectives from the digital community from marketing and sales to CRM

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The Digital Navigator brings together perspectives from the Bitkom digital community on digital customer experience. It focuses on current developments at the intersection of marketing, sales, and customer relationship management (CRM). How are data, automation, and artificial intelligence reshaping market engagement? Which strategies, technologies, and organizational models enable personalized customer engagement and sustainable growth?

Whether B2B or B2C, the “Digital Navigator” provides orientation, shares expertise, and highlights concrete perspectives for advancing customer relationships. It is aimed at decision-makers who want to position their companies for the future—market-oriented and data-driven.

Dr. Florian Bayer

Head of Digital Marketing & Sales

Bitkom e.V.

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#3: AI in Sales - A Reality Check

AI is transforming sales, but after the initial enthusiasm, the focus is increasingly shifting towards tangible value. Automated lead scoring, intelligent assistants and personalised customer journeys show where AI is already improving processes and effectively supporting sales teams. Where has AI proven its value in practice, where have expectations fallen short, and how can technology, data and human sales expertise work together effectively?

English Publication German Translation

#2: Marketing Transformation in Automotive

The automotive industry is undergoing a fundamental transformation: Customers expect digital services, flexible models, and a consistent approach across all touchpoints. Data and artificial intelligence are becoming the foundation for personalized experiences, new business models, and long-term customer loyalty. How are companies leveraging this potential to successfully redesign customer access, trust, and after-sales services?

English Publication German Translation

#1: Automation & Analytics – Data-Driven Marketing with AI

Data, automation, and AI are transforming how marketing is managed strategically. High-quality data, interconnected systems, and clearly defined use cases are essential. How are companies using analytics and automation to make customer relationships, journeys, and decisions smarter?

English Publication German Translation