2017 | OriginalPaper | Chapter
Digitalizing the Customer Process – Opportunities and Risks for Financial Services
Authors : Prof. Dr. Marcus Schögel, Maleen Knaak
Published in: Dienstleistungen 4.0
Publisher: Springer Fachmedien Wiesbaden
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With regard to the proliferation of digital customer interactions in the financial services industry, this study analyzes how digitalization impacts the customer process and investigates the opportunities and risks this has for building customer trust. It is suggested that established and FinTech companies should pursue different strategies. Based on expert interviews, three groups of trust enablers are identified and respective priorities for the different service providers are determined.