The digital customer meeting in the financial sector

Ane Kathrine Bo Johansen, Tom Holmgaard Børsen, Patricia Arjona B. Monteiro, Ditte Maj Kaspersen, Lasse Schwartz Dahlberg, Niels Hasager, Jorge Ivan Contreras Cardeno

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Abstrakt

The financial sector is experiencing significant digital change, both in terms of digital solutions, changing customer behavior, new competitors and internal change strategies. Based on ethnographic research this paper discusses how digital technologies can mediate between customers and advisors. We do this by applying a translation of Maurice Merleau-Ponty’s phenomenological concept of Chiasm to a postphenomenological context of the form: Human—Technology—Human. Or, put differently, we present our initial findings on how digital technologies, in some sense, can be said to intertwine the customer and the advisor during the digital customer meeting. We case this discussion in the insurance industry, where the degree of digitalization towards the customers are quite different from company to company. Grønholdt et al. (2018) concludes that the ”why” of the Digital Customer Experience has been established in the insurance industry, but the “how” is lacking. It is this “how” we investigate in this paper by discussing how digital tools can mediate between the insurance customer and the insurance advisor.
OriginalsprogEngelsk
Publikationsdato2020
StatusUdgivet - 2020
BegivenhedPhilosophy of Human Technology Relations - University of Twente, Enschede, Holland
Varighed: 4 nov. 20207 nov. 2020
https://phtr2020.events/

Konference

KonferencePhilosophy of Human Technology Relations
LokationUniversity of Twente
Land/OmrådeHolland
ByEnschede
Periode04/11/202007/11/2020
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