Competition, freedom and why innovation needs clear rules

Karsten Rudloff im Business Rap

In this brief business rap, we meet Karsten Rudloff, managing director of dtms GmbH.

Customer communication:

Fully automated through voicebots or personal interaction?

Whatever gets me the fastest results.

„If I know what I need, then I prefer fully automated, but if I need expert advice, then I prefer personal interaction. In practice, a bot can of course also be used for pre-qualification, to answer simple questions itself and pass on complex ones to a human.“

Automation in customer service:

Focus on cost savings or better customer experiences?

Both

„Our goal is always to increase customer satisfaction while reducing costs.“

Future trend:

AI-driven assistants or human empathy in conversation?

AI assistants

„AI-driven assistants that take care of all organizational and administrative tasks for me.“

Digital innovations:

Testing technological limits or relying on established solutions?

testing technological boundaries

„When shifting boundaries change the landscape of established solutions, I think that's the most sensible approach – but yes, I do miss my Blackberry.“

Regulation in the telecommunications sector:

More freedom for innovation or clear legal guidelines?

More freedom

„Definitely more freedom and, with it, a significant reduction in bureaucracy.“

Legal expertise:

Create clarity or promote pragmatic decisions?

Create clarity

„Clarity definitely helps. The fragmented responsibility for data protection and AI issues in Germany must be ended. The establishment of a genuine “one-stop shop” at the Federal Network Agency would be an appropriate means of promoting innovation in the field of AI quickly and in a legally secure manner.“

Family time:

Clear separation of work and private life or fluid transitions?

Seperation

„Being focused is important — at work and in the family. If you're only half-hearted about it, it won't work out well.“

Innovation management:

Identify new trends early on or perfect existing processes?

Identify new trends early on

„...and quickly leverage their potential.“

Leadership style:

Clear instructions or collegial discussion?

Collegial discussion

„Decisions are made jointly on an equal footing. Once a decision has been made, it is implemented consistently.“

Competition:

actively promote it or leave it to free market forces?

A combination of both

„The state should create a reliable framework in which entrepreneurship and competition lead to innovation and prosperity.“

cover image: © coeo Group / Karsten Rudloff

Teile den Artikel: 

Weitere Artikel

November 14, 2025

Innovation, personality – and why balance means growth

October 8, 2025

Technology, humanity—and why the future of debt collection needs both

August 6, 2025

Culture, trust – and why digital transformation requires courage

August 1, 2025

Customer focus, responsibility – and why patience is sometimes required

July 23, 2025

Structure, trust – and why a perfect plan must be flexible

June 17, 2025

Storytelling, strategy – and why innovation requires courage

Showing Slide 1 of 7
CloseMenu

Bleib auf dem Laufenden mit unseren Network News

Ich stimme zu, dass meine personenbezogenen Daten genutzt werden, um werbliche E-Mails zu erhalten, und weiß, dass ich dies jederzeit widerrufen kann.

Für den Versand unserer Newsletter nutzen wir rapidmail. Mit Ihrer Anmeldung stimmen Sie zu, dass die eingegebenen Daten an rapidmail übermittelt werden. Beachten Sie bitte auch die AGB und Datenschutzbestimmungen .

Newsletter abonnieren