coeo stands for AI-based, consumer-centred debt management. With the Customer Focus Network, we offer a platform for all those who are as passionate about the key issue of customer centricity as we are.
It started with an initial idea in challenging times. At the end of 2020, in the midst of the coronavirus pandemic, physical events were almost impossible to organize. Personal interaction was largely taking place digitally. As the coeo Group, we still wanted to offer something new. A platform in which our DNA, the clear focus on CUSTOMER CENTRICITY, would find its own media home.
Would you like to share your expertise and ideas? Whether as a speaker at our summit, in a spotlight feature or through a video cast or interview – the Customer Focus Network offers you the stage. Join us and shape the future of customer centricity!
Right from the outset, our aim was to create added value: through high-quality content, inspiring speakers and forward-looking discussions. This led to the creation of the Customer Focus Summit, a digital and interactive conference format for anyone wishing to learn more about and exchange ideas on the broad topic of customer centricity. On 24 June 2021, the time had come: the first Customer Focus Summit went live from Cologne.
The Customer Focus Summit gave rise to the Customer Focus Network. Today, the platform brings together the annual Customer Focus Summit, the Customer Focus Spotlights, the Customer Focus Videocast and an online journal featuring interviews, expert opinions and specialist articles. What began as a German initiative has grown into an international network with events in Germany, Austria and the United Kingdom. A heartfelt thank you to everyone who has shaped the Customer Focus Network with their expertise, ideas and commitment, and who will continue to help shape it in the future.
The Story Continues.
The first CUSTOMER FOCUS SUMMIT starts live from Cologne Sky. The core topic: data science and data analytics along the customer journey. Keynote speakers include: Dr. Rainer Sommer (Generali), Alexander Michel (Finanzguru), Sebastian Seifert (viafintech), Stephen Voß (neodigital), Julius Kretz (ALH Group), Slobodan Pantelic (HDI), Stephan Schinnenburg (DFV), Thorsten Paech (Facebook), Marcus Rex (Hypoport), Dietmar Schmidt (mexxon), Gregor Ohmann (Douglas) and Frank Thelen (Freigeist).
The first episode of inTouch, the CUSTOMER FOCUS PODCAST, goes on air. Our guest: Susanne Krehl, founder of fabit. It’s all about financial health and financial education: a huge topic in the context of e-commerce, digital payment systems and receivables management.
The second CUSTOMER FOCUS SUMMIT starts live and again from Cologne. And again with a great line-up: Prof. Dr. Florian Artinger (Simply Rational), Karsten Rudloff (Doms), Dietmar Schmidt (mexxon), Henner Heistermann (nitrobox), Frank S. Jorga (WebID), Nina Pütz (Ratepay), Maximilian Jekutsch (Flixcheck), Walter Capellmann (DELA), Moritz Kottenhagen (Wein & Vinos), Pavian Popova (DSGV), Urs Bader (payla), Susanne Kehl (Fabit), Santosh Voght (Billie), Jacob von Ingelheim (Unser) and Lea-Sophie Cramer (amorelie).
The first CUSTOMER FOCUS SUMMIT SPOTLIGHT takes place in Cologne. Together with the VOTUM Association, one of the leading associations in the finance and insurance industry, the theme is “Start Up meets Grown Up”. In this context, we brought together start-ups from the FinTech and InsurTech sectors with established players in the financial services industry.
The third CUSTOMER FOCUS SUMMIT broadcasts live from the MH5 in Munich. After a wonderful pre-event in already summery temperatures, the following took the digital stage: Stefan Tauber (Stadtwerke München), Mike Jung (Zurich), Dr. Anja Peters (ibi Research), Gerhard Ursprung (VR Family), Torben Tietz (MSR Consulting), Prof. Dr. Anja Hanisch-Blicharski (coeo), Ingo Gregus (adesso), Miriam Wolfarth (banxware), Markus Joost (SIXT), Julian Craemer (Uptain), Dr. Regina Umbach (Meta), Linda Kaufmann (N26) and Joshua Simon (payever).
The CUSTOMER FOCUS JOURNAL launches with its first articles. In the sections Customer Focus Nuggets, Leadership Thoughts and coeo inside, exciting interview partners from business and society and from the coeo team have their say.
THE second CUSTOMER FOCUS SUMMIT Spotlight took place on September 13, 2023 in the magnificent setting of the Technikmuseum München. The central theme was the “mobility turnaround”, with a special focus on multimodal mobility and the megatrends of electromobility, autonomous driving, digitalization and sustainability. The summit highlighted topics such as the charging infrastructure in Europe, autonomous mobility and innovations in local public transport and their contribution to sustainable mobility development.
At the fourth CUSTOMER FOCUS SUMMIT, everything revolved around the focus topic of artificial intelligence at the customer interface. With contributions, statements and discussions with Prof. Dr. Patrick Glauber (TH Deggendorf), Karin Gerhardt (Google), Dr. Steven Lemm (Ratepay), Jan Hansson (Klarna), Elias Reitter (coeo), Christian Waldheim (credi2), Bilal Zafar, Dr. Christian Themath (KI.NRW), Frank Hartmann (payone), Sofie Quidenus-Wahlforss (omni:us), Nina Schwarz (ARAG), Dr. Kevin Yam (coeo), Dietmar Schmidt (mexxon) and Ranga Yogeshwar.
At Spotlight Energy in Neuss, everything revolved around the future of customer centricity and customer care – with a special focus on the energy industry. Under the motto #Customer2050, the evening offered exciting insights into the developments that will shape the customer experience of tomorrow and beyond.
The highlight of the evening was a high-profile panel discussion in which industry experts discussed the challenges and opportunities facing the energy sector in the future. On stage: Richard Lohwasser (enneo.ai), Olaf Jobmann (Vattenfall), Ilko von Bieberstein (GASAG Group) and Andreas Liebich (Stadtwerke Düsseldorf AG). Together, they talked about innovative technologies, smart customer solutions and the role of energy suppliers in an increasingly digitalized world.
At the fifth CUSTOMER FOCUS SUMMIT, held high above the rooftops of Vienna at k47.wien, the focus was on the reality of AI. Under the theme “AI in Real Life: Roadmap, PoCs & Fails”, the event centred on real-world applications, insights gained and the honest question of what AI is already capable of today – and what it is not (yet) capable of. With contributions from Nina Pütz (parfumdreams & Niche Beauty), Christoph Schmidt (Vienna Airport), Marieke Merkle (Noerr), Dr Kevin Yam (coeo) & Dr Philipp V. Ramin (i40), as well as Ingolf Putzbach & Andreas Wenk (Cleo & You).
Inspiration took centre stage at the CUSTOMER FOCUS SUMMIT SPOTLIGHT Energy at the Altes Pumpenhaus in Dresden. Under the motto ‘The only limit is me’, extreme sportsman and world record holder Jonas Deichmann captivated the audience with a gripping keynote speech on pushing boundaries, mindset and coping with extreme challenges, both physical and mental.
At the CUSTOMER FOCUS SUMMIT SPOTLIGHT Telecommunications at Fotografiska Berlin, Dr Frederic Ufer (VATM) and Karsten Rudloff (dtms) discussed key issues relating to AI, digitalisation and regulation under the theme ‘Telco tomorrow: Have your say in the future’. Their discussion was incisive, practical and focused on the future of telecommunications.
On 5 March 2026, coeo UK brought the UK industry together for the first time in Leeds under the umbrella of the Customer Focus Network. Formerly known as ‘Elevating Collections’, the summit at Aspire Leeds focused on customer centricity, responsible innovation and progressive dialogue in credit management. With contributions from Eleanor Kumar (Barclays), Chris Leslie (Credit Services Association), Karen Ryan (Clear Business), Dennis Sanford-Casey (Equifax) and Robbie Hunter-Paul (Remain Strong).
At the sixth CUSTOMER FOCUS SUMMIT in Berlin, progress was re-evaluated: customer centricity at the intersection of automation, responsibility and humanity. Featuring contributions from Richard David Precht, Anne Koark (i40), Prof. Dr Armin Grunwald (KIT), Gertrud Kolb (Scout24), Dr Christian Stallkamp (MUUUH! Group), as well as Dr Kevin Yam and Dr Richard Lohwasser (enneo.ai).
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