Blog · 4 entries

Articles on Europe & regulation

GDPR, the EU AI Act, data residency and co-determination, put in context for customer service.

Latest articles

New2 November 2026 · 4 min read

Consent first, contact second. What German law requires and how a campaign keeps to it every day.

Europe & regulation1 November 2026 · 5 min read
Data residency: the five questions procurement and privacy ask
"The data stays in Europe" is a good start, but not an answer. Five questions procurement and privacy teams follow up with, and what makes an answer reliable.
Europe & regulation31 October 2026 · 5 min read
The EU AI Act in customer service: transparency duties, explained briefly
Article 50 of the AI Act is short, yet it affects almost every customer service operation that uses AI. What it says, and what follows for bots and assistance.
Europe & regulation31 October 2026 · 4 min read
The online ID card in customer contact: what works today
ID copies, selfies, callbacks to the number on file: identification is often the slowest part of a request. With the online ID card it becomes one step in the conversation.

Topics

Eight topics, from AI in customer service to regulation. Each with its own overview.

3 entries
AI in customer service
AI agents, assistance and knowledge in the conversation: how AI resolves requests and relieves people.
3 entries
Contact centre
Routing, channels and the agent workspace: everyday contact centre work, explained step by step.
3 entries
Workforce
Forecasting, scheduling and adherence: how teams plan reliably without becoming rigid.
3 entries
Public sector
Citizen services without broken hand-offs: identification, documents and cases in public administration.
2 entries
Health & insurance
Appointments, claims and social data protection: service in healthcare and insurance.
3 entries
Customer experience strategy
Journeys, metrics and pilots: how customer experience improves in a plannable way.
3 entries
Practice & how-to
Practical instructions with steps you can adopt directly.