Jules Sharples
Head of Change Management @ coeo | UK
Dr. Frederic Ufer
Association of Providers in the Digital and Telecommunications Market (VATM) e.V.
Nina Pütz
CEO parfumdreams & Niche Beauty @ Douglas
Ingolf Putzbach
Managing Director @ Cleo & You GmbH
Charlotte Surén
CEO @ coeo Norway
Florian Dutter
Global Pay in Full & Country Lead Austria @ Klarna
Sebastian Fischer
Head of CX | Authorized representative at DSC Unternehmensberatung und Software GmbH
Daniel Thomas
Allane Mobility Consulting GmbH
Glenn Portier
Managing Director und CCO @ coeo NL–BE
Bilal Zafar
Professional speaker & co-founder of several tech companies
Dr. Ralf Ebbinghaus
Chief Commercial Officer @ Enreach
Ilko von Bieberstein
GASAG-Gruppe
Julian Baldy
Teamleader Mobility @ coeo
Martin Theinert
Client Partner @ Meta
Dr. Tina Klüwer
KI-Expertin und Autorin
Christian Giehler
Managing Director @ coeo Inkasso GmbH Österreich & coeo Inkasso AG Schweiz
Prof. Dr. Armin Grunwald
Professor für Technikphilosophie @ Karlsruher Institut für Technologie (KIT)
Christina Diem-Puello
Managing Director Deutsche Dienstrad
Gelsomina Ceruti
Contact Center @ coeo Inkasso
Salah Zayakh
CEO @ Paymenttools
Siegfried Wehr
Information security officer at coeo
Noah Leidinger
Podcaster | Managing Director @ OMR X
Sebastian Seifert
Founder of viafintech
Chris Leslie
Chief Executive @ Credit Services Association

Great Minds.
Powerful Network.

CUSTOMER FOCUS NETWORK is the leading content and networking platform for customer centricity in a digital world. It connects people who put customers at the heart of their business, today and tomorrow.

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Customer Focus Journal

In Focus

What Leadership Must Do to Make AI Work
AI projects rarely fail solely because of the technology. What matters most is whether leaders build trust, realistically delegate operational responsibility, and relieve the burden on overworked teams. The Global Leadership Forecast 2025 highlights the leadership conditions that determine whether AI is truly adopted within an organization.
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More cases, less leeway
Rising insolvencies, growing case loads, and shrinking margins are increasing the pressure on receivables management. The TransUnion Debt Collection Industry Report 2025 shows why AI, automation, and digital processes are increasingly becoming key success factors for debt collection agencies and receivables managers.
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Digitale Illustration mit leuchtendem Zahnrad-Uhr-Element und transparenten Würfeln auf dunklem Hintergrund – symbolisiert automatisierte Prozesse und KI im Kundenservice
Faster, fairer, more humane: AI as a model for success
AI streamlines processes. But does it also improve customer service? Using examples from debt collection and e-commerce, this article shows how AI combines efficiency with a human touch—and why the two don’t have to be mutually exclusive.
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Showing Slide 1 of 2
All Facts

Customer Focus Journal

Expert Views

What trends are shaping the relationship between companies and their customers? Which ideas are proving successful in practice? And what will be key to creating relevant customer experiences in the future? Our interviews and Business Raps offer inspiring perspectives, personal experiences, and valuable insights from people who are actively shaping change and setting new standards.
29/07/2026
Dietmar Authried

Closeness, Trust—and Why Personal Sales Still Wins the Day, Even in the Age of AI

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Dr. Anne Scherer im Business Rap
15/06/2026
Dr. Anne Scherer

Trust, Responsibility—and Why Good AI Must Be Transparent, Not Autonomous

Read More
08/06/2026
Andreas Tietjen

Fraud, Payment Preferences—and Why Good Risk Management Isn’t a Cost Factor, but a USP

Read More
14/04/2026
André Heyden

Scaling, Orchestration—and Why AI Only Demonstrates Its True Value Once It’s in Operation

Read More
Showing Slide 1 of 2

Customer Focus Journal

Numbers that Count

Facts and figures on finance, technology, and society

All Numbers

Spotlight | Energy

“Between the Energy Transition and the Pressure to Deliver”
Why and How Customer Service, Systems, and Organizations Need to Be Rethought
The energy sector is facing profound changes driven by digitalization, regulation, and evolving customer expectations. At the CFS Spotlight, experts will discuss how energy companies can strengthen their customer-centric approach and shape the customer experience of the future through innovative solutions.
  • 14/09/2026
  • 18:00
  • Berlin
  • 14/09/2026
  • 18:00
  • Berlin
Sign Up Now

Spotlight | Payment & Finance

“You don't talk about money”
Why Financial Literacy Is Becoming a Matter of Customer-Centricity
Financial literacy has become a key issue in customer-centricity for the financial sector. At the Customer Focus Spotlight, prominent figures from the worlds of politics and business will join Christoph Wiederkehr and Noah Leidinger to discuss how easy-to-understand products, smart services, AI and clear communication can empower people to make better financial decisions.
  • 24/09/2026
  • 14:45
  • Vienna
  • 24/09/2026
  • 14:45
  • Vienna
Sign Up Now

Customer Focus Summit 2026

"The Measure of Progress"

The Customer Focus Summit 2026, held on April 16 in Berlin and via livestream, brought together leading figures from business, academia, and society. The event focused on inspiring keynote speeches and insights into what constitutes real progress in the age of AI, automation, and growing responsibility. It highlighted a wide range of perspectives on modern customer-centricity.

Discover all the keynotes in the media library now.

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