With the proliferation of digital services and technologies, industries, including thebanking sector, are looking for innovative ways to improve customer experience. The criticalaspect of improving customer experience is increased customer satisfaction, which helps toattract new customers and to retain existing ones. Chatbots have emerged as a promisingsolution, offering a convenient and personalized way for customers to interact with banks andother financial institutions. This thesis analyses the impact of chatbots on customer satisfactionthrough a comparative study of customer satisfaction between Sweden and India. By providinginsights into the similarities and differences in customer perceptions between the two countries,this thesis aims to contribute to the existing literature on the effectiveness of chatbots. This studytakes a socio-technical perspective to explore how customers perceive satisfaction when usingchatbots in their financial services. The findings shed light on the impact of chatbots on customersatisfaction in different markets and contribute to the understanding of the adoption of chatbots inroutine banking assistance, especially in a cross-cultural context. In designing effective strategiesfor using chatbot technology to improve customer experience in the digital age, the findings arevaluable for banking institutions and policymakers.

This publication-based dissertation analyzes the importance of artificial intelligence (AI) and technological entrepreneurship on firm level over six chapters. The essence of this dissertation consists of four independent research papers developed for publication in academic journals whose peer review process is double-blinded. The first chapter offers a general introduction to the subject matter and provides a summary of the four research papers in this dissertation. The second chapter is a systematic literature review that focuses on the importance of AI in strategic management. The third chapter is a research paper that examines the significance of technology-driven entrepreneurship activities and provides crucial lessons from small and medium-sized enterprises operating in the manufacturing industry. The fourth chapter is a research paper that empirically examines how top management can encourage and facilitate AI-enabled business model innovation. The fifth chapter comprises a teaching case study and provides and understanding of how to implement an AI-based analytical tool in a firm. The sixth chapter outlines the main findings and contributions of this dissertation.

With the development towards Industry 5.0, manufacturing companies are developing towards smart production. In smart production, data is used as a resource to interconnect different elements in the production system to learn and adapt to changing production conditions. Common objectives include human-centricity, resource-efficiency, and sustainable production. To enable these desired benefits of smart production, there is a need to use digital technologies to create and manage the entire flow of data. To enable smart production, it is essential to deploy digital technologies in a way so that collected raw data is converted into useful data that can be applied by equipment or humans to generate value or reduce waste in production. This requires consideration to the data flow within the production system, i.e., the entire process of converting raw data into useful data which includes data management aspects such as the collection, analysis, and visualization of data. To enable a good data flow, there is a need to combine several digital technologies. However, many manufacturing companies are facing challenges when selecting suitable digital technologies for their specific production system. Common challenges are related to the overwhelming number of advanced digital technologies available on the market, and the complexity of production system and digital technologies. This makes it a complex task to understand what digital technologies to select and the recourses and actions needed to integrate them in the production system. Against this background, the purpose of this licentiate thesis is to examine the selection and integration of digital technologies to enable smart production within manufacturing companies. More specifically, this licentiate thesis examines the challenges and critical factors of selecting and integrating digital technologies for smart production. This was accomplished by performing a qualitative-based multiple case study involving manufacturing companies within different industries and of different sizes. The findings show that identified challenges and critical factors are related to the different phases of the data value chain: data sources and collection, data communication, data processing and storage, and data visualisation and usage. General challenges and critical factors that were related to all phases of the data value chain were also identified. Moreover, the challenges and critical factors were related to people, process, and technology aspects. This shows that there is a need for holistic perspective on the entire data value chain and different production system elements when digital technologies are selected and integrated. Furthermore, there is a need to define a structured process for the selection and integration of digital technologies, where both management and operational level are involved. / Med utvecklingen mot Industri 5.0 utvecklas tillverkningsföretag mot smart produktion. I smart produktion används data som en resurs för att koppla samman olika element i produktionssystemet i syfte att lära sig om och anpassa sig efter förändrade produktionsförhållanden. Vanliga mål för smart produktion inkluderar resurseffektivitet, och en hållbar produktion anpassad utifrån människan. För att åstadkomma dessa önskade fördelar, behöver tillverkningsföretag använda digitala teknologier för att skapa och hantera hela dataflödet. För att möjliggöra smart produktion är det viktigt att implementera digitala teknologier på ett sätt så att insamlad rådata omvandlas till användbar data som kan tillämpas av maskiner eller människor för att skapa värde eller minska slöseri i produktionen. Detta kräver hänsyn till dataflödet inom produktionssystemet, det vill säga hela processen att omvandla rådata till användbar data som inkluderar datahanteringsaspekter som exempelvis insamling, analys och visualisering av data. För att möjliggöra ett bra dataflöde krävs det att flera digitala teknologier kombineras. Många tillverkningsföretag står dock inför flera utmaningar när de ska välja lämpliga digitala teknologier för sitt specifika produktionssystem. Vanliga utmaningar är relaterade till det överväldigande antalet avancerade digitala teknologier som finns på marknaden, samt komplexiteten hos produktionssystem och digitala teknologier. Detta gör det till en komplex uppgift att förstå vilka digitala tekniker som ska väljas och vilka resurser och åtgärder som behövs för att integrera dem i produktionssystemet. Mot denna bakgrund är syftet med denna licentiatuppsats att undersöka hur tillverkningsföretag ska välja och integrera digitala teknologier för att uppnå smart produktion. Mer specifikt så undersöker denna licentiatuppsats vilka utmaningar och kritiska faktorer som finns för att välja och integrera digitala teknologier för att uppnå smart produktion. Detta uppnåddes genom en kvalitativ multipel fallstudie med tillverkningsföretag inom olika branscher och av olika storlekar. Resultaten visar att identifierade utmaningar och kritiska faktorer är relaterade till de olika faserna av datavärdekedjan: datakällor och insamling, datakommunikation, databearbetning och lagring samt datavisualisering och användning. Generella utmaningar och kritiska faktorer som var relaterade till alla faser av datavärdekedjan identifierades också. Dessutom var utmaningarna och kritiska faktorerna relaterade till människa, process och tekniska aspekter. Detta visar att det finns ett behov av helhetsperspektiv på hela datavärdekedjan och olika element i produktionssystemet när digitala teknologier väljs och integreras. Dessutom finns det ett behov av att definiera en strukturerad process för val och integration av digital teknik, där både ledning och operativ nivå är involverade.

In brief, the motivation for conducting this study has been the societal changes brought upon the Covid-19 pandemic from a socio-economic perspective. The outbreak of the pandemic has resulted in that companies faced major organizational challenges to adapt to the virtual working setting in terms of communicating and transferring knowledge. Hence, the purpose of this study is to investigate whether firms that adopt new technologies for communication (e.g. Microsoft Teams or Zoom) and adapt to virtual working settings are positively or negatively affected in terms of barriers to knowledge transfer. Thus, the focus of has been on finding potential benefits and/or drawbacks of transferring knowledge in a virtual setting. The following research question has been answered to cover this: How is digital transformation, in terms of increased adoption of novel communication technologies driven by Covid-19, affecting barriers to knowledge transfer in an intra-unit setting in multinational corporations (MNCs)? In order to study this, the authors conducted 10 semi-structured interviews with participants from one department at Ernst & Young (EY). The empirical data have been analyzed with a conceptual framework that the authors have developed themselves. Based on the exploratory investigation, the authors draw the conclusion that knowledge-related barriers have decreased due to the increased adoption of novel technologies, while relational barriers have increased overall. Yet, we suggest that the relational barriers could be further mitigated, by incorporating an approach similar to EY’s hybrid model into the firm’s organizational routine.

The digital revolution is changing the banking industry, and how banks create value and deliver services to their customers. Customer experience becomes the main pillar of digitally transformed banks through self-service technologies (SSTs) and the use of artificial intelligence (AI); the research focus of this study is to explore the impact of those modern technologies when dealing with sensitive information and emotional encounters in the banking sector. A case study method has been used with an in-depth investigation consisting of both internal and external interviews for Valhalla Bank in Sweden. External interview results presented the debtor’s perspective by laying out the main challenges faced during the repayment process. The study concluded by answering the main research questions and suggesting practical implications for financial institutions. Banks should proactively seek both explicit and latent needs of different customer segments; any customer interaction data has the potential to become the source of optimizing call scheduling, script customization, or customer experience evaluation. Customers expect flexibility to choose between human interaction and self-service technologies. Sensitive topics can be dealt with digital tools when they can provide advanced functionality with maturity to establish trust and security. Lastly, even though the technology is perceived as cold with a lack of empathy, customers are ready to experiment as they are not comfortable nor satisfied with the current interactions. Regardless of the state of the digital journey of a financial institution, customers should be well-informed about technologies while banks prioritize ethical controls to provide transparent relationships in which any type of customer can feel valued. / Den digitala revolutionen förändrar banksektorn och hur banker skapar värde och levererar tjänster till sina kunder. Kundupplevelse blir huvudpelaren för digitalt transformerade banker genom självbetjäning tekniker (SST) och användningen av artificiell intelligens (AI). Forskningsfokus för denna studie är att undersöka effekterna av den moderna tekniken när man hanterar känslig information och känslomässiga möten inom banksektorn. En fallstudiemetod har använts med en djupgående undersökning bestående av både interna och externa intervjuer för Valhalla Bank i Sverige. Externa intervjuresultat presenterade gäldenärens perspektiv genom att redogöra för de största utmaningarna under återbetalning processen. E-bank kanaler och lösningar har dominerat kundernas preferenser med en hoppfull syn på att bygga upp förtroende för relativt ny teknik. Studien avslutades med att besvara de viktigaste forskningsfrågorna och föreslå praktiska konsekvenser för finansinstituten. Banker bör proaktivt söka både tydliga och latenta behov för olika kundsegment, samtidigt som deras mest värdefulla tillgång är kundernas digitala fotavtryck. Alla kundinteraktion data har potential att bli källan till att optimera samtals planering, anpassning av skript eller utvärdering av kundupplevelse. Kunder förväntar sig flexibilitet och frihet att välja mellan mänsklig interaktion och självbetjänings teknik. Känsliga ämnen kan hanteras med digitala verktyg när de kan ge avancerad funktionalitet med mognad för att skapa förtroende och säkerhet. Slutligen, även om tekniken upplevs som ”kall” med brist på empati och känslor, särskilt när det gäller komplexa och känsliga uppgifter som skuldfrågor, är kunderna redo att experimentera eftersom de inte är bekväma eller nöjda med de nuvarande mänskliga interaktionerna. Oavsett tillståndet för en finansiell instituts digitala resa bör kunderna vara välinformerade om ny teknik medan bankerna prioriterar etisk kontroll med detaljerade handlingsplaner för att ge en nära och transparent relation där alla typer av kunder kan känna sig värderade och förstådda.

In an era of increasing globalization and rapid technological evolution, SMEs are leveraging innovations to navigate complexities and seize opportunities in global markets. Various firms have adopted innovative technologies in their operations, with FinTech breakthroughs being a particularly interesting area for companies to explore. This qualitative study aims to provide a deeper understanding of how FinTech is reshaping pathways for SMEs to expand internationally beyond their domestic markets and seeks to explore the specific FinTech solutions facilitating this expansion. Utilizing a combination of methodological tools, including semi-structured interviews with key business players, real-life case studies, analysis of previous scientific research, and thematic exploration, the study employs an abductive research approach to gather comprehensive data and contribute significantly to the topic in question. The findings reveal that FinTech products and services significantly influence European SMEs, facilitating cross-border operations, improving access to foreign markets, and managing the risks of international business. Essential FinTech services identified include digital payments, online lending, cash flow management tools, and online billing and invoicing tools. The research also highlights that for certain underserved regions in Europe, FinTech solutions often represent the only viable option for international operations. Tech-driven SMEs and younger entrepreneurs are the most frequent consumers of FinTech technologies. While the future of FinTech is uncertain, its current importance in the SME landscape is clear, influencing both its continued relevance and potential for further evolution. Through this in-depth investigation, the thesis emphasizes FinTech’s transformative role in helping SMEs thrive in the international arena, making it a key aspect of the international business plans of SMEs.

This study examines the digital transformation landscape for Japanese SMEs (Small Medium-size Enterprises) in 2023 and the challenges faced in digitalization. Key obstacles faced in adopting digital technologies include limited digital literacy, budgetary constraints, and a risk-averse culture, which hinder widespread digitalization among SMEs. Despite these challenges, the study highlights the importance of digital transformation for sustainable growth and competitiveness. The study emphasizes the value of enhancing digital skills, addressing industry-specific challenges, fostering collaboration, and prioritizing data security and privacy. Recommendations include investing in employee training, improving access to financing, developing industry-specific strategies, facilitating collaboration and ecosystem development, promoting customer-centric approaches, and evaluating digital strategies regularly. By implementing these recommendations, Japanese SMEs can enhance their innovation, productivity, and customer satisfaction. Collaboration among governments, industry associations, universities, and SMEs is essential to create an environment conducive to digital transformation. / Denna studie undersöker det digitala transformationslandskapet för japanska små och medelstora företag år 2023 och de utmaningar som digitaliseringen står inför. Viktiga hinder för att ta till sig digital teknik inkluderar begränsad digital kompetens, budgetrestriktioner och en riskvillig kultur, vilket hindrar en utbredd digitalisering bland små och medelstora företag. Trots dessa utmaningar belyser studien vikten av digital transformation för hållbar tillväxt och konkurrenskraft. Studien betonar värdet av att förbättra digital kompetens, ta itu med branschspecifika utmaningar, främja samarbete och prioritera datasäkerhet och integritet. Rekommendationer inkluderar att investera i personalutbildning, förbättra tillgången till finansiering, utveckla branschspecifika strategier, underlätta samarbete och ekosystemutveckling, främja kundcentrerade tillvägagångssätt och utvärdera digitala strategier regelbundet. Genom att implementera dessa rekommendationer kan japanska små och medelstora företag förbättra sin innovation, produktivitet och kundnöjdhet. Samarbeten mellan regeringar, branschorganisationer, universitet och små och medelstora företag är avgörande för att skapa en miljö som främjar digital transformation.

BAE Systems Hägglunds in Ornsköldsvik is an engineering company that producesoff-road and combat vehicles for military and civilian purposes and sees a need fordigital transformation and streamlining of production in order to maintain contractualdelivery times and be an employer of the future. The purpose of this thesis was to investigate a way to facilitate and streamline theorder card handling of a laser machine at the manufacturing site in Örnsköldsvik,where the reporting of orders is expected to become a bottleneck in production.The company’s believe in the future importance of digital transformation also wasa significant factor leading to the current work. As of today, order card handling in production is performed manually with physicaldocuments and drawings that follow through the production lines, from article toarticle, from cut-out raw material to finished detail. In this work, a concept hasbeen created, which simplifies the documentation of the production. The final concept meets the requirement for simpler reporting by (1) using a QuickResponse (QR) code and (2) by inserting an image of the article produced on theproduction card, thereby providing an overview of the articles that are simultaneouslycut in the laser machine. The QR-code is linked to additional reporting in thebusiness system for each work center, which, thus, constitutes a first step towardsdigital order cards in production. / BAE Systems AB i Örnsköldsvik är ett verkstadsföretag som producerar terräng och stridsfordon för militära och civila ändamål och ser behov av digitalisering och effektivisering av produktionen för att bättre hålla avtalsbunda leveranstider och vara en arbetsgivare för framtiden. Syftet med examensarbetet var att undersöka ett sätt att underlätta och effektivisera orderkortshanteringen för en lasermaskin på tillverkningscite i Örnsköldsvik, där avrapporteringen av order väntas bli en flaskhals i produktionen. Företagets tro på digitalisering är även den en betydande faktor för examensarbetets uppkomst. Orderkortshanteringen i produktionen sker idag manuellt med fysiska dokument och ritningar som följer med genom produktionslinorna, från artikeln till artikel, från utskuret råmaterial till färdig detalj. Genom en strukturerad processutveckling, där beprövade metoder har använts för att identifiera krav och generera utkast, har ett koncept skapats för en förenkling av produktionsdokumentationen. Det slutliga konceptet uppfyller kravet om enklare avrapportering genom en Quick Response (QR) kod, och ger en snabb överblick över artiklarna som skärs i lasermaskinen samtidigt genom att visa en bild på en färdig artikel på produktionskortet. QR-koden är kopplad till avrapportering i affärssystemet för varje workcenter, vilket är ett första steg mot digitalisering av orderkorten i produktionen.

The Swedish banking industry is facing major competition from Financial Technology(FinTech) firms. FinTech firms are leading in the adoption of leading tools and technologies to offer aunique and innovative solution to customers. On the other hand, major Swedish banks are facingchallenges when it comes to the adoption of modern technologies. Cloud computing emerged as a coretechnology that most Swedish banks adopted to compete in the market by offering innovation solutions.However, the adoption of cloud computing presents complex challenges. This study investigates thechallenges faced by the Swedish banking sector in adopting cloud computing solutions and explores thedigital business strategies implemented to address these challenges. This study aims to investigate and analyze the strategies implemented by Swedish banks toovercome challenges associated with the adoption of cloud computing technologies. By examiningfactors influencing cloud adoption, including technological, organizational, and environmental aspects,the study seeks to provide insights into digital business strategies within the Swedish banking sector. The study employed a combination of questionnaires and interviews to collect the data,utilizing a mixed-methods approach that encompasses both quantitative and qualitative analyses. Thequantitative analysis was conducted using the Fuzzy Delphi Method (FDM), which quantifies expertopinions on cloud adoption challenges. The qualitative analysis was performed using thematic analysis,which explores the digital business strategies employed by banks to address technological,organizational, and environmental challenges. The findings indicate a consensus among Swedish banking experts on key cloudadoption challenges. Thematic analysis uncovers a diverse range of strategies tailored to addresstechnological, organizational, and environmental challenges, highlighting the complexity of digitaltransformation in the Swedish banking sector. The study concludes that Swedish banks face major challenges in cloud adoption,emphasizing the necessity for a robust digital business strategy to successfully overcome these obstacles.Diverse strategic approaches are observed, tailored to each bank's specific context and needs, indicatingthat there is no single strategy that universally applies to all.Recommendations for future research: To address the limitations of this study and enhance itsfindings, future research should focus on extending the timeframe and enlarging the sample size.Incorporating insights from external experts, including C-level executives, and diversifying the sampleby including a broader range of banks would provide deeper insights into cloud adoption challenges anddigital business strategies within the banking sector.

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