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

Digitale Bewertung mit fünf Sternen als Symbol für skalierbare Empathie im Kundenservice
Empathy that scales
In this Future Radar, we analyze a recent KPMG study on customer experience: despite increased efficiency, empathy remains the weakest CX driver and the greatest opportunity for loyalty and growth.
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Ein Industriearbeiter bedient eine digitale, holografische Benutzeroberfläche, auf der vernetzte Produktionsobjekte und Datenströme visualisiert werden – Symbol für Industrie 4.0 und smarte Fertigung.

Industry 4.0: AI revolution in Germany’s factories

Germany's industry is in the midst of an AI-driven transformation. More and more companies are making productive use of Industry 4.0 applications, artificial intelligence and digital twins – despite economic uncertainties. A recent Bitkom study shows why digitalisation has long since become a survival strategy for industry and where Germany stands in international competition.
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A human hand shakes the digitally glowing hand of artificial intelligence, consisting of dots and lines. In the background, blue network lines connect to form a technological pattern.
The challenge of AI alignment
Artificial intelligence is becoming increasingly powerful, and with it grows the responsibility to clearly link its behaviour to human values. The VDI study ‘AI Alignment – A Central Challenge of Our Time?’ shows why the alignment of AI systems is no longer a theoretical question. It analyses international research initiatives, technical solutions and ethical requirements and makes it clear that only if AI is designed to be transparent, verifiable and human-centred can it become a reliable partner for our society.
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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.
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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.
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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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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.
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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.
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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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08/10/2025
Rody Overwater

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

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Pernilla Almström im Business Rap
06/08/2025

Culture, trust – and why digital transformation requires courage

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04/08/2025

Competition, freedom and why innovation needs clear rules

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Michael Gackstatter im Businessrap
01/08/2025

Customer focus, responsibility – and why patience is sometimes required

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Tim Cortinovis
17/06/2025

Storytelling, strategy – and why innovation requires courage

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Viktoria Belik
05/05/2025

Partnership, precision – and why local strength is key

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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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