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

Less routine. More impact.
How is AI changing day-to-day work in contact centers? At coeo, the AI assistant cAI already handles a large portion of recurring inquiries, freeing up employees from routine tasks. Four employees share their real-world experiences: from more complex conversations to new requirements for AI governance.
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From the Concept of a Network to a Platform
What began as an idea in 2020 is now a year-round platform for customer centricity. The Customer Focus Network brings together events, expert content, and discussions, and unites perspectives from business, academia, and society.
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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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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.
28/08/2026
Johanna Melzer

Investing, saving, or spending – what young adults need to know about money

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27/08/2026
Christian Giehler

Financial Education and Responsibility – Why Clarity Makes the Difference

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12/08/2026
Ahmet Bilen

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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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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