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Developing seamless after-order customer service experience
(2023)
Customer service is one the key parts in providing great customer experience. Customer expectations towards service have increased, and customers expect their issues to be solved regardless of time and place. This means ...
Service design for partner IT services in an insurance company
(2024)
This document is a master's thesis that uses service design to study the current and future state of partner IT services in an insurance company. Partners are important in the finance industry, as they enable an expansion ...
Defining a Customer Experience Framework for a B2B manufacturing company
(2024)
Organizations are increasingly prioritizing customer-driven growth by delivering consistent experiences across the customer journey and product lifecycle, with B2B customers expecting the same level of service as B2C ...
A comparative analysis of three European Airports regarding digital transformation
(2024)
This thesis compares the digital transformation journeys of three European airports: Munich Airport, Helsinki Airport, and iGA Istanbul Airport. This research uses the literature review methodology. It is based on literature ...