Insights

What moves
us.

Pragmatic texts from service operations practice. We write about what we experience every day — customer service, KPIs, AI, certifications — and share the levers that work for us.

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Honda-Motorrad als Metapher für KI-Strategie
Current article
March 24, 2026 · 1 min read

What does a 1960s motorcycle manufacturer have to do with your AI strategy?

An unexpected parallel between a Japanese motorcycle manufacturer and the question of how you should set up your AI strategy today — success often emerges from experiments, not from planning.

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Articles
30+ seit 2023
Whitepapers
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Topics
AI · Service · KPIs
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Whitepapers

Deeper analyses
to take with you.

Two whitepapers that condense our findings on AI in customer service. Both free to download as PDF. Whitepapers are in German.

Survey of 130 practitioners

Which AI applications show quick impact — and which don't.

Results from a survey of 130 practitioners. Which AI use cases pay off, which fail — and why.

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Honda story

The Honda story that puts every AI roadmap in question

Why successful innovation often emerges from experiments, not planning — and what that means for your AI strategy.

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All articles

What we have written.

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Motorradhersteller und KI-Strategie
March 24, 20261 minAI · Strategy

What does a 1960s motorcycle manufacturer have to do with your AI strategy?

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KI im Kundenservice — am falschen Hebel
Feb 26, 20261 minAI

AI in customer service: Many are pulling the wrong lever

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Erstkontakt zählt
Feb 18, 20269 minMaribel Pietzner

First contact counts: What really makes customers satisfied

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ISO 27001 Überwachungsaudit
Feb 12, 20261 minCertification

ISO 27001 surveillance audit passed — information security that works.

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Strategie ist doof
Jan 20, 20261 minStrategy

"Strategy is silly" — customer centricity rules

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