New perspectives emerge where knowledge, experience and curiosity come together.

In the journal, you’ll find in-depth analysis, fresh food for thought and relevant insights into the developments that are bringing about lasting change to businesses, markets and customer experiences.

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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Hamidreza Hosseini
03/12/2024

Hamidreza Hosseini: “Generative AI is more than just a tool”

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Umar Choudhry
26/11/2024

Umar Choudhry: ‘I use AI as a co-worker in document coordination’

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Alexander Dohmen
05/11/2024

Alexander Dohmen: “AI liberates us from routine tasks”

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Josefine Burkhardt
04/11/2024

Josefine Burkhardt: “Achieving success with clean product and customer data.”

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Jan Bringezu
17/10/2024

Jan Bringezu: “AI has long been part of our everyday life”

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02/10/2024

Andreas Liebich: “Our core processes are highly automated and largely silent”

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Richard Lohwasser
26/09/2024

Richard Lohwasser: “Up to 30% of customer inquiries are handled fully automatically”

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20/08/2024

Julia Antkowiak: “AI is a key success factor for a successful customer loyalty program”

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Customer Focus Journal

Numbers that Count

Facts and figures on finance, technology, and society

All Numbers

Customer Focus Journal | Fact Check

On the
Test Bench

Question myths. Understand the facts. Make better decisions.

Not every widely held belief stands up to closer scrutiny. We put common myths to the test, analyse current developments and provide facts to help you make sense of things. For anyone who prefers to base their decisions on evidence rather than assumptions.

All Facts
KI ersetzt Recruiter vollständig
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