Loyalty programs are often used – but how many of them deliver real and measurable value for your customers and your business? Often, it’s not a lack of ideas, but a lack of clarity and strategy. In the end, successful customer retention must be measurable and actively manageable.

As part of the iBusiness online conference "Customer Experience 2025," digital experts shared exciting insights – from practical tips and real-world experiences in transformation and CX projects to strategic impulses for your business. Among them: Boris Bohn, Head of Consulting & Experience at diva-e. In his presentation, he demonstrates why concrete use cases are crucial to the success of digital projects – especially when it comes to deploying new technologies like AI. This article summarizes the key takeaways – including the recording of the talk.