"The behaviour of customers continues to be shaped by the ongoing Ukraine war and the associated changes in trade relations. The topics of metaverse and artificial intelligence are gradually finding their way into the world of finance and trade. The issue of climate change is also moving more and more into the foreground. Increasingly frequent weather extremes and the associated water shortages are urging us to act more sustainably.
In view of these developments, in order to be able to offer our partner companies and all interested parties an insight into changing customer behaviour, in this study we have looked at general purchasing behaviour in Germany, the influence of sustainability on purchasing and investment decisions, as well as openness to new solutions in the field of artificial intelligence and metaverse." - From the foreword to the study
As a long-standing ibi partner and digital leader in European receivables management, the results of the current study are also of great interest to coeo. The trend away from stationary trade towards digital purchasing and payment solutions continues and already offers many starting points for the implementation of AI-based technologies.
The greatest scepticism of the people surveyed aged 16 and over: Concerns about a lack of human interaction and data protection.
At coeo, we find combined solutions to effectively counteract precisely this fear. For example, we have been "digital first" at every point of contact for some time now and are increasingly using self-learning, AI-based processes. Nevertheless, consumers will find human interaction with us at all times and at every point where it is requested. As an intermediary between creditor and debtor, we not only attach importance to maximum convenience and fairness for all groups of people, but also to neutrality and the greatest possible degree of data protection - that is what we understand by holistic customer-centric action.
Another key topic of the study: sustainability.
Particularly important to the respondents are the reduction of waste and the careful use of resources, but also fair working conditions and wages as well as the social commitment of companies. Our commitment at coeo is in line with the results and wishes from the survey. For us, too, efforts to record and reduce the carbon footprint, fair social benefits and the use of sustainable packaging in our own company as well as at service providers and suppliers are playing an increasingly important role. Furthermore, it is a matter of course for us to anchor ESG criteria in our business strategy and to have their implementation and compliance independently verified, e.g. within the framework of an ESG rating.
Curious about the other study results?
You can view the exclusive partner study on request from us or directly from ibi research.
Your contact for queries
coeo Inkasso GmbH
Sarah Lehmann
Head of Marketing & Public Relations
Tel.: +49 2133 2463-0
presse@coeo-inkasso.de