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

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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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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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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