Call Centre World 2026: Meet us there
About the trade fair theme
OMNICHANNEL MANAGEMENT TODAY
Interview with Falk Möller
Why is omnichannel management such a big issue for many companies right now?
“Omnichannel management stems from two key developments: the desire for modern service and the need for greater efficiency. Today’s customers communicate across different channels as a matter of course and expect a consistent, seamless experience.
For companies, this means that modern communication is no longer a nice-to-have, but a critical success factor. If you want to strengthen customer relationships in the long term, you need a well-thought-out cross-channel strategy.”
What is important in OKM projects?
“The overall perspective is crucial. Technology alone cannot solve challenges. It is only one building block. Successful projects arise where strategy, processes and people work together.
It is also important to think projects through consistently, right up to stable operation. In the end, it is not the concept on paper that counts, but whether the solution works quietly, reliably and effectively in everyday life.”
What are the typical requirements?
“There are many, and they come from different directions: service areas want accessibility and quality, IT demands stable architectures, data protection demands maximum security, while management and the works council need transparency.
Communication solutions affect almost all areas of a company. Our task is to bring these requirements together in a structured manner, develop a clear target vision and support its implementation in a spirit of partnership.”
What role do AI, bots, or language analysis play in this context?
“AI, bots and language analysis have long been in productive use, which is precisely why they must be strategically integrated from the outset.
This also increases the requirements for projects and tenders: market knowledge, technological expertise, an understanding of licensing models and long-term operating costs are all needed. At the same time, clearly regulated, legally compliant use is crucial. AI can be very powerful, but it always requires responsible quality management.
At LÖSUNG|N, we therefore deal intensively with these issues and have set up our own AI lab. There, we analyse current AI models, specific application scenarios, regulatory requirements and the responsible use of AI, particularly with regard to sensitive industries such as healthcare. Our goal is to combine innovation and practicality and to support companies in integrating AI in a sustainable and secure manner.”
Are you available at CCW if companies have similar questions?
“Absolutely. I’m looking forward to personal exchanges, exciting discussions, new ideas and, of course, good coffee. Anyone who would like to talk about omnichannel strategy, AI in service or specific project questions is welcome to come and talk to us.”
CCW
23–26 February 2026
Berlin
The LÖSUNG|N team looks forward to hearing from you!