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

WoX+: A Meta-Model-Driven Approach to Mine User Habits and Provide Continuous Authentication in the Smart City

The literature is rich in techniques and methods to perform Continuous Authentication (CA) using biometric data, both physiological and behavioral. As a recent trend, less invasive methods such as the ones based on context-aware recognition allows the continuous identification of the user by retrieving device and app usage patterns. However, a still uncovered research topic is to extend the concepts of behavioral and context-aware biometric to take into account all the sensing data provided by the Internet of Things (IoT) and the smart city, in the shape of user habits. In this paper, we propose a meta-model-driven approach to mine user habits, by means of a combination of IoT data incoming from several sources such as smart mobility, smart metering, smart home, wearables and so on. Then, we use those habits to seamlessly authenticate users in real time all along the smart city when the same behavior occurs in different context and with different sensing technologies. Our model, which we called WoX+, allows the automatic extraction of user habits using a novel Artificial Intelligence (AI) technique focused on high-level concepts. The aim is to continuously authenticate the users using their habits as behavioral biometric, independently from the involved sensing hardware. To prove the effectiveness of WoX+ we organized a quantitative and qualitative evaluation in which 10 participants told us a spending habit they have involving the use of IoT. We chose the financial domain because it is ubiquitous, it is inherently multi-device, it is rich in time patterns, and most of all it requires a secure authentication. With the aim of extracting the requirement of such a system, we also asked the cohort how they expect WoX+ will use such habits to securely automatize payments and identify them in the smart city. We discovered that WoX+ satisfies most of the expected requirements, particularly in terms of unobtrusiveness of the solution, in contrast with the limitations observed in the existing studies. Finally, we used the responses given by the cohorts to generate synthetic data and train our novel AI block. Results show that the error in reconstructing the habits is acceptable: Mean Squared Error Percentage (MSEP) 0.04%

Impact of RFID and EPCglobal on Critical Processes of the Pharmaceutical Supply Chain

The need to implement and guarantee effective item-level tracing systems is becoming more and more important for a wide range of business applications, such as manufacturing, logistics, healthcare, and anti-counterfeiting. Among these, the pharmaceutical supply chain, with millions of medicines moving around the world and needing to be traced at item level, represents a very interesting reference scenario. Furthermore, the growing counterfeiting problem raises a significant threat within the supply chain system. Recently, several international institutions (e.g. Food and Drug Administration, European Medicines Agency, European Federation of Pharmaceutical Industries and Associations, GS1) are encouraging the use of innovative solutions in healthcare and in the pharmaceutical supply chain, to improve patient safety and enhance the efficiency of the pharmaceutical supply chain, with better worldwide drug traceability

A Sustainable Approach to Delivering Programmable Peer-to-Peer Offline Payments

Payment apps and digital wallets are powerful tools used to exchange e-money via the internet. However, with the progressive disappearance of cash, there is a need for the digital equivalent of physical banknotes to guarantee the same level of anonymity of private payments. Few efforts to solve the double-spending problem exist in P2P payments (i.e., in avoiding the possibility of a payer retaining copies of digital coins in absence of a trusted third party (TTP)), and further research efforts are needed to explore options to preserve the privacy of payments, as per the mandates of numerous central bank digital currency (CBDC) exploratory initiatives, such as the digital euro. Moreover, generic programmability requirements and energetic impacts should be considered. In this paper, we present a sustainable offline P2P payment scheme to face the double-spending problem by means of a one-time program (OTP) approach. The approach consists of wiping the business logic out of a client’s app and allowing financial intermediaries to inject a certified payment code into the user’s device, which will execute (asynchronously and offline) at the time of payment. To do so, we wrap each coin in a program at the time of withdrawal. Then the program exploits the trusted execution environment (TEE) of modern smartphones to transfer itself from the payer to the payee via a direct IoT link. To confirm the validity of the approach, we performed qualitative and quantitative evaluations, specifically focusing on the energetic sustainability of the proposed scheme. Results show that our payment scheme is energetically sustainable as the current absorbed for sending one coin is, at most, ~1.8 mAh on an Apple smartphone. We advance the state-of-the-art because the scheme meets the programmability, anonymity, and sustainability requirements (at the same time)

HF-SCA: Hands-Free Strong Customer Authentication Based on a Memory-Guided Attention Mechanisms

Strong customer authentication (SCA) is a requirement of the European Union Revised Directive on Payment Services (PSD2) which ensures that electronic payments are performed with multifactor authentication. While increasing the security of electronic payments, the SCA impacted seriously on the shopping carts abandonment: an Italian bank computed that 22% of online purchases in the first semester of 2021 did not complete because of problems with the SCA. Luckily, the PSD2 allows the use of transaction risk analysis tool to exempt the SCA process. In this paper, we propose an unsupervised novel combination of existing machine learning techniques able to determine if a purchase is typical or not for a specific customer, so that in the case of a typical purchase the SCA could be exempted. We modified a well-known architecture (U-net) by replacing convolutional blocks with squeeze-and-excitation blocks. After that, a memory network was added in a latent space and an attention mechanism was introduced in the decoding side of the network. The proposed solution was able to detect nontypical purchases by creating temporal correlations between transactions. The network achieved 97.7% of AUC score over a well-known dataset retrieved online. By using this approach, we found that 98% of purchases could be executed by securely exempting the SCA, while shortening the customer’s journey and providing an elevated user experience. As an additional validation, we developed an Alexa skill for Amazon smart glasses which allows a user to shop and pay online by merely using vocal interaction, leaving the hands free to perform other activities, for example driving a car

Confidentiality in Medical Oaths: (when the white crow becomes gray...)

La confidencialidad, junto con los principios éticos de beneficencia y no-maleficencia, es la norma más señalada en los Juramentos Médicos de la actualidad. A pesar de ello, el avance científico-técnico en la Medicina ha hecho que constituya una de las reglas más controvertidas por sus excepciones. En consecuencia, los objetivos del presente trabajo son analizar comparativamente la regla de confidencialidad en los Juramentos Médicos de distintos lugares, épocas, orígenes y en diferentes versiones del Hipocrático y a su vez, determinar en aquellos Juramentos que expresan esta regla, qué es lo que se debe guardar en secreto y con qué grado de compromiso (absoluto o "prima facie"). De los treinta y seis Juramentos analizados, veintisiete manifiestan esta regla y nueve, no. No se halló relación entre la manifestación de esta regla y el lugar, época, origen y distintas versiones del Hipocrático. La mayoría sugiere no revelar lo visto u oído en relación con lo médico, al igual que el Hipocrático. Siete textos señalan que la confidencialidad debe ser absoluta y cuatro señalan excepciones en relación con los principios de beneficencia y justicia y el deber moral de no dañar a terceras partes. Dos fórmulas especifican la protección de la privacidad. En síntesis, la confidencialidad es considerada en estos tiempos como un deber moral para el bien del paciente y por respeto a su autonomía; pero a pesar de ello, en la actualidad en Medicina se está replanteando el deber de guardar el secreto en una forma absoluta.Confidentiality, together with the ethical principles of beneficence and non-maleficence, is the most important rule in Medical Oaths at the present time. However, the scientific-technical advances in medicine have made this rule one of the most controversial ones because of its exceptions. In consequence, the aim of the present paper is to comparatively analyze the rule of confidentiality in Medical Oaths of different places, times, origins and in different versions of the Hippocratic Oath in order to determine what should be kept a secret and with what degree of commitment (absolute or "prima facie"). Of the thirty six analyzed Oaths, twenty-seven manifest this rule and nine do not. No relation was found between the manifestation of this rule and the place, time, origin and different versions of the Hippocratic Oath. Most pledges suggest not to reveal what has been seen or heard during the medical act, the same as in the Hippocratic Oath. Seven texts point out that confidentiality should be absolute and four give exceptions in connection with beneficence and justice principles and the moral duty of causing no damage to third parties. Two pledges specify protection of privacy. In conclusion, today confidentiality is considered to be a moral duty for the benefit of the patient and out of consideration for his autonomy; however, at the present time in medicine the duty of keeping absolute secrecy is being reconsidered.Fil: Gelpi, Ricardo Jorge. Consejo Nacional de Investigaciones Científicas y Técnicas. Oficina de Coordinación Administrativa Houssay. Instituto de Bioquímica y Medicina Molecular. Universidad de Buenos Aires. Facultad de Farmacia y Bioquímica. Instituto de Bioquímica y Medicina Molecular; ArgentinaFil: Pérez, Marta L.. Universidad Nacional de La Plata; ArgentinaFil: Rancich, Ana María. Consejo Nacional de Investigaciones Científicas y Técnicas. Oficina de Coordinación Administrativa Houssay. Instituto de Bioquímica y Medicina Molecular. Universidad de Buenos Aires. Facultad de Farmacia y Bioquímica. Instituto de Bioquímica y Medicina Molecular; ArgentinaFil: Mainetti, Jose Alberto. Consejo Nacional de Investigaciones Científicas y Técnicas; Argentina. Fundación Para Progreso Medicina-hospital Privado. Instituto de Bioética y Humanidades Médicas; Argentin

A Cloud Telemedicine Platform Based on Workflow Management System: A Review of an Italian Case Study

The paper aims to describe a new technological and organizational approach in order to manage teleconsultation and telemonitoring processes involving a Physician, who remotely interacts with one or more Specialists, in order to evaluate and discuss the specific clinical conditions of a patient, based primarily on the sharing of digital clinical data, reports and diagnostic images. In the HINT project (Healthcare INtegration in Telemedicine), a teleconsultation and telemonitoring cloud platform has been developed using a Hub and Spoke architecture, based on a Business Process Management System (BPMS). The specialized clinical centres (Hubs) operate in connection with the territorial hospital centres (Spokes), which receive specific diagnostic consultations and telemonitoring data from the appropriate Specialist, supported by advanced AI systems. The developed platform overcomes the concepts of a traditional and fragmented teleconsultation and consequently the static organization of Hubs and Spokes, evolving towards an integrated clinical workflow management. The project platform adopts international healthcare standards, such as HL7 FHIR, IHE (XDS and XDW) and DICOM for the acquisition and management of healthcare data and diagnostic images. A Workflow Management System implemented in the platform allows to manage multiple and contemporaneous processes through a single platform, correctly associating the tasks to the Physicians responsible for their execution, monitoring the status of the health activities and managing possible clinical issues