The role of technology in improving the Customer Experience in the banking sector: a systematic mapping study

Information Technology (IT) has revolutionized the way we manage our money. The adoption of innovative technologies in banking scenarios allows to access old and new financial services but in a faster and more secure, comfortable, rewarding and engaging way. The number, the performances and the seamless integration of these innovations is a driver for banks to retain their customers and avoid costly change of hearts. The literature is rich in works reporting on the use of technology with direct or indirect impact on the experience of banking customers. Some mapping studies about the adoption of technologies in the field exist, but they are specific to particular technologies (e.g., only Artificial Intelligence), or vice versa too generic (e.g., reviewing the adoption of technologies to support any kind of banking process). So a specific research effort on the crossed domain of technology and Customer Experience (CX) is missing. This paper aims to overcome the following gaps: the lack of a comprehensive map of the research made in the field in the past decade; a discussion on the current research trends of top publications and journals is missing; the next research challenges are yet to be identified. To face these limitations, we designed and submitted 7 different queries to pull papers out of 4 popular scientific databases. From an initial set of 6,756 results, we identified a set of 89 primary studies that we thoroughly analyzed. A selection of the top 20% works allowed us to seek the most performant technologies as well as other promising ones that have not been experimented yet in the field. Main results prove that the combined study of technology and CX in the banking sector is not approached systematically and thus the development of a new specific research line is needed

A New Trend of Knowledge Management: A Study of Mobile Knowledge Management

Recent years, knowledge management has developed rapidly in the field of management science and practice. With the evolution of mobile internet technology, it seems to be more prevalent and more important about the research of mobile knowledge management (mKM). Firstly, based on the literature of mKM, different perspectives of mKM research are concluded and analyzed in this paper. Secondly, we make comments on the different literature of mKM. Then, this paper elaborates the strategies and measures to realize mKM under the environment of mobile internet. Finally, this paper provides prospects for the directions in future research

GUI infused IoT Architecture design and implementation

In this thesis a system architecture that can facilitate graphical user interfaces (GUIs) in in IoT framework is designed. The desired result is the above with remote management, remote controllability, flexibility and extendability. The thesis aims to answer whether building a system like this is possible, feasible, efficient and relatively easy to achieve, and also takes and approaches the productisation of the system via a case study. Thesis case provides purpose and an area of research. The case involves building a tailorable apartment staircase digital signage, which has remote administration and controllability options. This case is a startup by nature, and the whole product is designed by the writer. Thesis case targets apartment environments. Real life issues, such as notification board management, has inspired this project. Thesis research has a heavy influence of empiric methods in comparison to theoretical ones. Since the case solves a very practical problem and the scope is the development and productisation phase, there were not many traditional measuring methods. However, positive results were established by the conclusion of the thesis. Feasibility and sustainability of the system were the main measures, which compared the architecture design to execution results. Upon these positive results, the thesis concludes that the described system is feasible and sustainable to build. However, alternate methods might have been more successful. The conclusion furthermore suggests that the case is achievable and fruitful with the methods used

Today’s voice-based user interfaces:analysis of six paradoxes

Abstract. This master’s thesis was about voice-based user interfaces, including the history of voice as an interactive medium, acceptance of the medium among users, and modern implementations of the interfaces. Initial problems of early implementations of voice-based user interfaces were about human-machine communication, as natural language of humans is ambiguous and highly interpretable, causing difficulties to machines when interpreting the given queries. Other topics of interest with the interfaces included implementing human-like cues to machines in order to make them more appealing to users, and how humans see inanimate objects when communicating with them. The problems of machines’ understanding of humans have been reduced greatly, and modern voice-based conversational virtual assistants emerged in the early 2010s. These assistants were examined: what they are, what they have achieved and what does the future hold for them. To evaluate voice as an interactive medium and the assistants, conceptual framework of six distinct paradoxes was used. Prior research, from history to today’s issues, was used to reflect against the conducted research

The First 25 Years of the Bled eConference: Themes and Impacts

The Bled eConference is the longest-running themed conference associated with the Information Systems discipline. The focus throughout its first quarter-century has been the application of electronic tools, migrating progressively from Electronic Data Interchange (EDI) via Inter-Organisational Systems (IOS) and eCommerce to encompass all aspects of the use of networking facilities in industry and government, and more recently by individuals, groups and society as a whole. This paper reports on an examination of the conference titles and of the titles and abstracts of the 773 refereed papers published in the Proceedings since 1995. This identified a long and strong focus on categories of electronic business and corporate perspectives, which has broadened in recent years to encompass the democratic, the social and the personal. The conference\u27s extend well beyond the papers and their thousands of citations and tens of thousands of downloads. Other impacts have included innovative forms of support for the development of large numbers of graduate students, and the many international research collaborations that have been conceived and developed in a beautiful lake-side setting in Slovenia

Understanding Financial Risk Tolerance. Institutional, Behavioral and Normative Dimensions

This book focuses on the contribution of financial risk tolerance in shaping the workings of financial markets. It combines very different views to understand how this concept, lying at the crossroads of different domains of study and practice, including financial regulation, scholarly studies, and financial advisory practice, has been formalized over the last 30 years. The book looks at the feedback loop among the different domains in which risk tolerance is assessed and operationalized to reorganize the current stream of research on financial risk tolerance and suggests further relevant domains in which a new risk tolerance definition will need to be defined. Using key landmark moments in the normative evolution of financial services in the European Union (MiFID and MiFID 2), this book highlights the relationship between scholarly definitions of risk tolerance, key measurement tools, and the formal requirements imposed by regulatory institutions to key market players. This book provides a snapshot of the most important dimensions in which financial risk tolerance has been analyzed and highlights the relationship between policy-making and scientific endeavor. We touch upon precursors of financial risk tolerance, reviewing key socio-demographic variables, and move on toward more dynamic versions of financial risk tolerance that include the role of life events. The different chapters focus on the debate on financial risk tolerance in specific time frames marked by regulatory events and provide an in-depth overview of two important changes in European financial markets—sustainable investment and fintech and robo advisory. A practitioner’s view section authored by the CEO of a UK-based investment firm is included as a commentary and includes relevant insights from the world of financial advisory tied to the academic debate discussed in the text

Security Considerations in AI-Robotics: A Survey of Current Methods, Challenges, and Opportunities

Robotics and Artificial Intelligence (AI) have been inextricably intertwined since their inception. Today, AI-Robotics systems have become an integral part of our daily lives, from robotic vacuum cleaners to semi-autonomous cars. These systems are built upon three fundamental architectural elements: perception, navigation and planning, and control. However, while the integration of AI-Robotics systems has enhanced the quality our lives, it has also presented a serious problem - these systems are vulnerable to security attacks. The physical components, algorithms, and data that make up AI-Robotics systems can be exploited by malicious actors, potentially leading to dire consequences. Motivated by the need to address the security concerns in AI-Robotics systems, this paper presents a comprehensive survey and taxonomy across three dimensions: attack surfaces, ethical and legal concerns, and Human-Robot Interaction (HRI) security. Our goal is to provide users, developers and other stakeholders with a holistic understanding of these areas to enhance the overall AI-Robotics system security. We begin by surveying potential attack surfaces and provide mitigating defensive strategies. We then delve into ethical issues, such as dependency and psychological impact, as well as the legal concerns regarding accountability for these systems. Besides, emerging trends such as HRI are discussed, considering privacy, integrity, safety, trustworthiness, and explainability concerns. Finally, we present our vision for future research directions in this dynamic and promising field