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 | Future Radar

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.
Read More
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.
Read More
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.
Read More

Customer Focus Journal | Success Stories

From Idea to Impact

When an Image Becomes a Stance

How far should governance extend when it comes to AI-generated images? coeo doesn't limit itself to labeling requirements but has developed its own guidelines for responsible visual communication.
Read more

The Holy Grail of Accounts Receivable Management

What is the next truly sensible step to take when dealing with a debt claim? With the Decision Navigator, cAI Technology is developing a decision-making logic that takes temporal trends and individual patterns into account, thereby building on traditional scoring approaches.
Read more

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.
Read more

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.
Read more

15 years of coeo: From a fresh start to international AI fintech

On the occasion of coeo Inkasso's 15th anniversary, Claudia Hetscher explains how a small team became an international player: with a focus on AI, cultural change, and customer centricity.
Read more

Success with attitude

2025 was a year of international recognition for the coeo Group. With its cAI ecosystem, excellent customer dialogue and a consistently practised culture of learning and transformation, coeo set new standards in AI-supported receivables management – technologically advanced, human-centred and globally acclaimed.
Read more
Prof. Dr. Armin Grunwald im Business Rap
09/04/2026
Prof. Dr. Armin Grunwald

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

Read More
14/11/2025
Glenn Portier

Innovation, personality – and why balance means growth

Read More
08/10/2025
Rody Overwater

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

Read More
Pernilla Almström im Business Rap
06/08/2025

Culture, trust – and why digital transformation requires courage

Read More
04/08/2025

Competition, freedom and why innovation needs clear rules

Read More
Michael Gackstatter im Businessrap
01/08/2025

Customer focus, responsibility – and why patience is sometimes required

Read More
Tim Cortinovis
17/06/2025

Storytelling, strategy – and why innovation requires courage

Read More
Viktoria Belik
05/05/2025

Partnership, precision – and why local strength is key

Read More

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