1,721,025 research outputs found
The role of technology in improving the Customer Experience in the banking sector: a systematic mapping study
Full text linkInformation 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
A model driven approach to GDPR compliance
No full textThis paper proposes a model-driven approach based on business process modeling to support compliance with the European General Data Protection Regulation (GDPR, EU 2016/679). The adoption of GDPR by an organisation raises the main question of how to audit the organisation’s adherence. Starting from BPMN, which can allow businesses to better understand their internal business procedures, we propose an approach that helps to identify the most important key point(s) for GDPR compliance
A Structured Approach to GDPR Compliance
No full textThe European General Data Protection Regulation (GDPR, EU 2016/679), adopted by the European Parliament has profoundly changed the legislative approach to the protection of personal data by the European Union. The GDPR provisions require organizations to make deep changes. Organizations have to shift from an approach based on the adoption of minimum-security measures, provided by the EU Directive of 1994, to a proactive approach based on accountability. Organizations that manage personal data of EU citizens have to adopt systems of verification and continuous improvement and adopt principles such as privacy by design and privacy by default. The rule of “privacy by design” calls for privacy to be taken into account throughout the whole engineering process. A key point is the methods for checking compliance with GDPR. This paper proposes a structured approach based on business process modelling, to support compliance with the GDPR. We have identified an approach that has to identify the most important key points for GDPR compliance
Cyber Risk Analysis for IoT Infrastructure in Smart City Context
No full textThe spread of IoT sensor and actuator networks in the context of Smart Cities requires an ever-increasing attention to IT security and therefore also to adopt methodologies for analyzing cyber risk. IoT networks have an increasingly important function in Smart Cities, becoming active agents whose tampering could compromise the functioning of entire systems. IoT infrastructure could be considered, as a Critical Infrastructure. In the contest of industrial process and automation, and in particular in the so- called Industry 4.0, the now intensive application of control systems in interconnected networks has led to an increase in unexpected threats to information security for supervisory control and data acquisition (SCADA) and control systems distributed (DCS). With due attention, interesting parallels can be found between remote control systems typical of the industrial environment and IoT sensor networks in Smart Cities than classical IT risk assessment methods couldn’t be enough. In this paper we want to try to decline in the context of Smart Cities a methodology named CRiSP (Cyber Risk Analysis in Industrial Process System Environment). created for the assessment of cyber risk in industrial contexts that have strongly connected plants. CRiSP defines an approach to analyze the risk related to the manipulation of a single element of the plant and to analyze the consequence to entire plant and to a restricted portion
Supporting Public Administration’s Digital Transformation using No-code platform
No full textLa Trasformazione Digitale è un passaggio ormai obbligato per la PA italiana, sia per questioni legislative sia perché ormai, finalmente, si è compreso che è l’unico modo per aumentare l’efficienza della PA ed aumentare la competitività dell’intero paese. Tuttavia, l’adozione di nuove piattaforme è frenata sia da complessità burocratiche sia dalla carenza di figure specializzate. Le piattaforme di No-Code possono essere utili in questo contesto poiché consentono, al personale interno, di creare nuove applicazioni aziendali, per l’utilizzo da parte di altri, senza scrivere codice. Attualmente l’adozione di queste piattaforme risulta impossibile da parte delle PA italiane poiché per queste è obbligatorio integrare, in qualsiasi applicazione, infrastrutture nazionali come SPID e PagoPA che rispondo, peraltro, a normative e standard di carattere europeo. Integrazioni che non sono previste in nessuna piattaforma di No- Code. Paradossalmente la definizione di standard Europei per la gestione delle identità digitali (SPID) e per la gestione dei pagamenti (PagoPA), risulta essere un limite nel processo di trasformazione digitale. Obiettivo di questo lavoro, ancora in corso, è dimostrare è possibile supportare la trasformazione digitale adottando piattaforme di No-Code all’interno della PA integrandole con SPID e PagoPA
Farma4all: Smart User Experience for Drugstores
No full textE-Health and Well-Being are two of the more relevant application fields for smart technologies to foster social sustainability. In this paper, we report on a research project named Farma4all we are carrying out to enable pharmacists to adopt and keep under control inside their physical stores the enhanced customer experience unleashed by IoT, mobile apps and bot ecosystems
Incorporating Animals as Stakeholders in ICT: Towards Truly Inclusive Digital Sustainability
No full textThe digital revolution has driven unprecedented technological advancements, transforming modern life and addressing global challenges. However, while sustainability efforts in Information and Communication Technology (ICT) are addressing environmental issues like energy consumption and carbon footprints, the ethical implications for non-human animals remain largely unexplored. This position paper calls for a redefinition of sustainability in ICT to include animal welfare as a core principle. We argue that animals should be recognized not only as indirect stakeholders impacted by technological progress but as direct beneficiaries of ethical digital practices. For the first time, we propose the concept of vegan digital product, also introducing an interdisciplinary methodological framework that prioritize animal welfare in digital design and policy-making. Particularly, the framework incorporates animal welfare as a scope-based non-functional requirement in ICT projects, including a draft for quantitative metrics based on the Value of Statistical Life (VSL)
Business Process awareness to support GDPR compliance
No full textThis paper proposes e model driven approach, based on business process awareness to support the compliance to GDPR. The European General Data Protection Regulation (GDPR (EU) 2016/679) regard the processing of personal data and on the free movement of such data. The main purpose is to safeguard the data subject’s human dignity and fundamental rights. To achieve this goal is necessary to identify the motivation of data management, define who have access to data, and determine with high precision how, when and how many times the organization store manage the data. GDPR requires the self-assessment of digital risks on the basis of the impact assessment analysis. The adoption of GDPR by an organization raises this main question: how do we audit an organization’s adherence? Starting form BPMN that “provide businesses with the capability of understanding their internal business procedures” we propose an approach that help to identify the most important keypoint(s) useful for GDPR compliance. To analyse the potential applicability of our thesis we describe a “Vacation Request” scenario where we applied the proposed approach
A Novel IoT-aware Smart Parking System
No full textThe development of Smart Cities is one of the main topics in the agenda of the European Commission and of several countries worldwide, aiming at creating an urban model that can guarantee a high quality of life for individuals and businesses alike. In this perspective, enabling a sustainable urban mobility is one of the most challenging goals, and the optimal management of parking areas represents a key aspect. As highlighted in [1], it is estimated that 30% of the daily traffic congestion in urban areas is caused by vehicles cruising for parking spaces, and that a driver spends on average 7.8 min to find a vacant parking spot. Furthermore, often drivers, frustrated by the lack of parking spaces, use the parking spots reserved for particular categories of people, such as disabled or law enforcement. This not only causes waste of time and fuel for drivers looking for parking but also increases air pollution and drivers’ frustration.
The recent achievements in the Internet of Things (IoT) enabling technologies [2] open up opportunities to develop innovative smart parking systems, able to significantly reduce the traffic congestion and improve the citizens’ quality of life. Ultra High Frequency (UHF) Radio Frequency Identification (RFID), Wireless Sensor Network (WSN), Near Field Communication (NFC), and smart mobile represent some of the most promising candidates to face the urban mobility problem. Although originally designed with different objectives, in fact, RFID and WSN represent two complementary technologies whose physical integration might provide augmented functionalities and give new perspectives to a broad range of innovative applications [3]. Moreover, the adoption of widley recognized standards, such ad 6LoWPAN and CoAP, guarantees the development of extensible solutions, which can be easily integrated with the Smart City infrastructure
Enhancing Voice Assistants: A Proactive Approach
No full textToday the smart devices are more and more con- nected to each other. The people interact with these devices to execute simple and basic operations. The increase of the personal assistants has simplified these interactions thanks to the vocal commands.
However they are not smart enough to adapt to the user lifestyle, forcing the user to manually configure the actions to be performed when a specific event is triggered (top-down approach). Therefore the interactions between the devices are conditioned by the user perception of its lifestyle, risking to miss some scenarios that the human does not sense.
In this work we propose a proactive approach (bottom-up) to the interaction between the personal assistants and other IoT devices, that enables to modify at run-time the actions and to anticipate the user requests, self-configuring to provide more services. This approach uses a main personal assistant that analyse the user interactions to the IoT devices and other personal assistants, writes and installs the driver code to the interested devices. The interaction between the IoT devices and the main personal assistant is supported by WoX
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