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

Schüler arbeitet am Laptop mit KI-gestützten Lernanwendungen im digitalen Klassenzimmer
AI in the Classroom
AI can improve teaching and reduce the workload on teachers, but only with clear strategies, solutions that comply with data protection regulations, and targeted professional development. A new research synthesis shows why it is not the technology itself, but rather its implementation and the skills involved that are crucial.
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EU AI Act
EU AI Act: Clarity at last – or is it?
The EU AI Act has been adopted, but for many businesses, a great deal of uncertainty remains. Caught between regulatory requirements and a lack of clarity, one thing is clear: anyone wishing to use AI successfully must act now, even without complete certainty.
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AI Value
Where AI value really comes from and why most people can’t find it
Companies are investing billions in artificial intelligence, but the hoped-for added value often fails to materialize. A global BCG study shows that only a few companies are already translating AI into measurable business value on a large scale. The key lies less in algorithms than in the consistent alignment of core processes, people, and technology.
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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.
12/08/2026

Dynamic Management, Growing Together—and Why AI Means Symbiosis in Banking

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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

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08/06/2026
Andreas Tietjen

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

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14/04/2026
André Heyden

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

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Prof. Dr. Armin Grunwald im Business Rap
09/04/2026
Prof. Dr. Armin Grunwald

Responsibility, Reflection—and Why Technology Must Align with Our Values

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14/11/2025
Glenn Portier

Innovation, personality – and why balance means growth

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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
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