Competition, freedom and why innovation needs clear rules
Karsten Rudloff im Business Rap
In this briefbusiness 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.“
