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Current state and development of customer experience in the delivery process of electricity connection : case company Lappeenrannan Energia Oy
(2021)
Companies of all sectors and industries have started to pay more attention to customer experience in their operations and strategic choices. Several studies identify good customer experience to increase the number of ...
Customer Service Today and Tomorrow : a Diary-based Analysis of the Impact of Generative Artificial Intelligence on Customer Service and Service Agents’ Roles
(2023)
The purpose of the diary-based thesis was to monitor the impact of ChatGPT-type generative AI on customer service processes and on the evolving role of service agents. This investigation was carried out from three perspectives: ...

