coeo focuses on the consumer, placing itself in the position of the debtor with the use of technology such as AI & machine learning and the knowledge gained from behavioral science, and develops a dynamic and individualized "customer journey".
The intention is to solve debt issues in the most rapid, uncomplicated and customer-friendly way possible by means of communication and solution paths that are tailored to the individual case. In order to continue perfecting the methods and the associated results, coeo has on-boarded Prof. Dr. Anja Hanisch-Blicharski, an experienced data expert, university professor and industry expert: She will be strengthening and taking responsibility for the "Data Science" team, reporting directly to the COO.
Hanisch-Blicharski graduated as a physicist and holds a doctorate in natural sciences. This scientific background formed the foundation for her passion towards data. Since September 2021, the Schwerin native holds a professorship for Big Data and Data-driven Engineering at the FOM University of Economics and Management in Essen, where she lectures on the topics of Big Data, Artificial Intelligence, Business Process Modeling, Trend Research and Digitalization.
Those are all topics that coeo also deals intensively which it prioritizes on the basis of its digital DNA. Artificial intelligence and machine learning - in conjunction with professional data management and analysis - are important in identifying correlations in consumer behavior and identifying the right conclusions for further action when addressing those affected and proposing solutions. The resulting improved customer journey increases the chances of payment and at the same time conveys to the consumers concerned that they are still very much wanted as customers.
"Providing everyone with what they need"
"We can only make the settlement of outstanding debts a positive experience for all parties if we understand consumers and derive from this the individually right strategy in terms of tone, choice of media and frequency. We humans are not all the same. My personal goal at coeo is to offer each end customer what they need. To do this, we use various AI methods. In this way, consumer needs and behaviors can be identified more quickly and evaluated in a structured way," emphasizes Anja Hanisch-Blicharski, who, in addition to her scientific career, has already gained extensive experience in the debt collection industry.
Karsten Fiedrich, Chief Operating Officer at coeo: "We are clearly turning away from the 'one fits all' strategy as part of our consumer-centric journey. In order to live our philosophy of customer centricity and individual approach, we need to fully exploit the potential of targeted data analysis. We are convinced that Anja Hanisch-Blicharski, as Head of Data Science, will be able to significantly advance us in solving this issue by combining her scientifically recognized expertise in Data Science with her precise knowledge of the debt collection industry."
Hanisch-Blicharski will be attending the Customer Focus Summit 2023, the digital congress for Customer Centricity organized by coeo, on March 16, 2023 as a speaker and will provide insights into the world of Artificial Intelligence.
Digital strategy strengthened by new additions
The "Data Science" team consists exclusively of industry experts and will continue to be expanded on an ongoing basis. Similarly, the "Business Analytics" team is being constantly strengthened. The aim is to establish expertise that is unique in the industry and thereby give coeo a significant competitive advantage in the following years.
Your contact for any questions
coeo Inkasso GmbH
Sarah Lehmann
Head of Marketing & Public Relations
Tel.: +49 2133 2463-0
presse@coeo-inkasso.de