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.
The Use Case Approach for Real Synergies
The idea sounds simple: a 360-degree view of the customer – across all touchpoints, coordinated and system-wide. But many companies hit the same barrier: instead of integrated processes, silos, isolated systems, and a lack of coordination between teams prevail.
A complete restart is hardly feasible in the current economic climate. What’s needed is an approach that delivers maximum impact with manageable effort. Our answer: a pragmatic, use case-oriented approach that meaningfully integrates existing structures, creates real synergies – and step by step moves organizations away from silo thinking.
The Building Blocks of an Effective Use Case
A good use case is characterized by:
A clearly defined objective
A practical solution – independent of technologies and tools
Involvement of relevant departments, systems, and KPIs
A structure that is easy to adapt and scale
When used correctly, use cases have an effect beyond departmental boundaries – and gradually lead to a connected digital overall strategy.
Using a concrete loyalty use case presented live in the talk, the components of a use case are illustrated. For those who want to dive deeper, the video provides a specific example starting at minute 10:56.
Best Practices for a Successful Use Case Transformation
Successful implementations are defined by the following principles:
Bottom-up and practical: Step-by-step implementation along proven use cases
Strategically anchored: Each use case is aligned with the overarching digital strategy
Breaking down silos: Initiatives are linked across departments – creating a consistent overall picture instead of parallel standalone solutions
Video: The Full Expert Talk
German only
00:00 – Intro
02:00 – Importance of AI today
05:00 – Challenges in implementing AI
10:00 – Practical application examples
15:00 – Integrating AI into existing processes
20:00 – Solution through the use case approach
22:00 – Outside-in plus inside-out
24:00 – Wrap-up & outlook
To make an impact, you don’t need to start from scratch – just connect the dots: with use cases that combine expertise, technology, and organization.
Our diva-e Conclusion experts are happy to support you in developing custom use cases tailored to your business.
