The financial sector is transforming as a result of PSD2 and open banking. The traditional retail banks face new competition from FinTechs and BigTechs. 78 percent of Nordic banks are concerned by the threat of disruption and 88 percent think that they need to rethink their business model. Customer experience and customer journeys are crucial as customer expectations is one of the major driving forces for the changing industry.Generation Y (1989 2000) is often defined as early adopters and digital natives which makes them an important but challenging customer segment. According to the Millennial Disruption Index, the banking industry is at the highest risk of disruption from generation Y. This study focus on how traditional Swedish retail banks can manage digital transformation and the needs and behavior of the Swedish generation Y. To identify the needs and demands of generation Y, four focus groups was conducted with 31 participants and four semi-structured interviews. The results was analyzed and related to a customer journey framework and the concept of platform banking.The results indicate that the Swedish generation Y demands personalized services and products as well as tailored Omni-channel experiences. They demand an expansion of financial services in the form of a “one-stop-shop”. In order to meet these demands, traditional Swedish retail banks must utilize their customer data and weight the Swedish generation Y´s trust in their security. This will enable them to develop superior customer experiences as well as extending their context and establish themselves as banking platforms. / Den finansiella sektorn förändras till följd av PSD2 och open banking. De traditionella bankerna möter ny konkurrens från FinTechs och BigTechs. 78 procent av de nordiska bankerna är oroade av förändringarna och 88 procent tycker att de behöver ompröva sin affärsmodell. Kundupplevelser och kundresor är avgörande eftersom kundernas förväntningar är en av de viktigaste drivkrafterna för den föränderliga industrin.Generation Y (1989 2000) definieras ofta som digitala pionjärer vilket gör dem till ett viktigt men utmanande kundsegment. Enligt studien ”Millennial Disruption Index” har banksektorn den högsta risken för störningar från Generation Y. Denna studie fokuserar på hur traditionella svenska banker kan hantera digital transformation och den svenska generation Ys behov och beteende. För att identifiera behov och krav från generation Y genomfördes fyra fokusgrupper med 31 deltagare samt fyra semi-strukturerade intervjuer. Resultaten analyserades och relaterades till en kundrese teori samt konceptet om plattformsbanker.Resultaten indikerar att den svenska generation Y kräver personliga tjänster och produkter samt skräddarsydda Omni-kanalupplevelser. De kräver en expansion av finansiella tjänster i form av en "one-stop-shop". För att möta dessa krav måste traditionella svenska banker använda deras kunddata och utnyttja den svenska generation Ys förtroende för deras säkerhet. Detta kommer att göra det möjligt för dem att utveckla överlägsna kundupplevelser såväl som att utvidga sitt sammanhang och etablera sig som bankplattformar.

Purpose: The purpose of this study is to examine how changes to the business model of a leading SaaS solution provider by way of altering customer experiences could prevent further customer attrition and instead promote customer retention. This study also aims to clarify the root causes of customer attrition existing within the current customer journey and suggest efforts aimed at increasing customer retention. Method: The methodology used in this study is qualitative in the form of semi- structured interviews and has used a deductive approach to research. The approach has been conducted as interviews serving two perspectives: Internal and External. Internal perspective is comprised of interviews conducted with the case phenomena such as employees and managers, whilst the external perspective is comprised of customer insights. Both perspectives have been used to answer the main research questions, just as theoretical literature proposes it a necessity when analyzing customer experiences. Conclusion: The conclusion derived from this study suggests that despite all customers appreciating the product/service provided by The Corporation, customer dissatisfaction stems from activities later on in the customer experience. These activities are perceived as inefficient due to long lead-times when managing advanced software issues as well as perceived information asymmetry within different departments in The Corporation towards the customers. This has implications on the business model as it is directly related to the capture of value from customers later on in the customer journey. Business processes currently used to maintain and service customers represent both the main source of value for The Corporation as well as the root causes of customer dissatisfaction. Efforts aimed at preventing customer attrition and increasing customer retention involves more efficient advanced issue management either by contingency planning or re-allocation of resources to prevent long-lead times of issue management. Multiple main points of contact towards the customer and increased interdepartmental customer-centric communications within The Corporation would increase information symmetry as well as improve customer satisfaction, customer experience and finally and promote customer retention.

Beginning with my exploration of art as an aesthetic object, this paper shows the growth of my work and concept. Through my practice, I have been able to understand the contradictions in my traditional society and western modernity. It has helped me grapple with my own beliefs, and begin to confront those I don't agree with.

Att utveckla bra relationer med sina kunder är en avgörande faktor för ett företags framgång. Deinteraktioner med företaget som kunden gör kan ses som en resa där bland annat framgångsfaktorernakommunikation, transparens och intern kompetens är väsentliga för en stor kundnöjdhet. Det är mångaföretag idag som utesluter det ena eller det andre på bekostnad av kundnöjdheten.Syftet med denna kandidatuppsats i informatik är att identifiera och beskriva framgångsfaktorer för enförbättrad relation mellan kund och företag samt hur ett CRM-system fungerar som möjliggörare medutgångspunkt i ett kundreseperspektiv. Metoden för denna uppsats är fallstudiemetoden, dåundersökningen gäller en viss situation och unika processer hos det valda fallföretaget. För att fångaspecifika erfarenheter och uppfattningar för fallet, så har semistrukturerade intervjuer genomförts.De viktigaste slutsatserna från denna studie är att relationen mellan kund och företag utifrånett kundreseperspektiv bör ses utifrån hur både kunden och företaget upplever det. Båda parternasgrundtankar överensstämmer i hög grad gällande kundens resa, såsom att det finns beröringspunktersom är väsentlig för kundnöjdhet. Det som detta bidrar till är att öka en förståelse för vad som faktisktupplevs värdefullt i en relation mellan kund och företag. Framgångsfaktorerna kunnig personal,kundinformationshantering, att ta hand om kundens förväntningar, kommunikation och transparensoch stöd från ledningen, är alla framgångsfaktorer som hör till kundresans olika faser och bidrar till ennöjd kund. Slutligen har stödfunktioner hos ett CRM-system identifierats för varje fas i kundresan:fördefinierade frågor till kunden, stötta kundsupport, prioritera och hantera ärenden och förmedlaersättningsbeslut till kunden.

In recent years, there has been a notable shift in the conventional strategies employed by luxury automotive brands towards a more digitalized customer journey. This shift reflects the changing landscape of consumer behavior and the growing influence of technology in shaping customer experiences. Customers are increasingly seeking convenience, personalization, and seamless interactions throughout their purchase process, and expect businesses to provide them with engaging and immersive experiences, both online and offline. As a result, luxury automotive brands have recognized the need to establish a strong digital presence and leverage various touchpoints to meet these evolving customer expectations. Consequently, the purpose of this thesis has been to examine and understand how luxury automotive brands create luxury hedonic experiences online, as well as identify the key touchpoints through which hedonic value is created in a digital context. To achieve these objectives, a qualitative multiple-case study was conducted involving seven businesses operating in the luxury automotive sector. The research methodology employed a combination of semi-structured interviews and a structured questionnaire, and the empirical findings were thoroughly analyzed in conjunction with existing literature to discern similarities and disparities among the cases studied. The conclusion of this thesis reveals that luxury brands employ a multi-faceted approach, utilizing high-quality digital content, exclusivity, collaborations, innovation, personalization, customer-centricity, and top-quality customer service to create hedonic experiences. Key digital touchpoints include aesthetically pleasing websites, interactive features, social media platforms for community building, and corporate touchpoints that align digital experiences with offline luxury experiences. Moreover, this thesis can serve as a guide for future endeavors in this field, and researchers can utilize its findings as a foundation to further explore the implications for luxury automotive brands.

In a rapidly changing world, sustainability is becoming more and more of a priority for organizations. This paper evaluates the possibility of using the Doughnut Economics Model (DEM) as a tool to implement sustainability within an organization on the firm-level, highlighting the potential opportunities and limitations that it poses. Through case studies conducted with two organizations (Apotea AB & Proton Group), both common and firm-specific gaps within sustainability strategies are identified, and the applicability of the DEM is appraised as a tool to help fill these gaps. A qualitative research method was employed, and interviews were held with sustainability managers from Apotea AB and Proton Group. A qualitative thematic analysis process led to the generation of initial codes, themes, and patterns that emerged throughout the interviews held. The results from this study highlighted the illustrative and visual nature of the DEM, and how it could help firms view sustainability from different perspectives. The visualisation of the model helps stimulate conversations about sustainability within the firm, and raising awareness on the topic of sustainability, promoting it within organizational culture. This study additionally concluded that the implementation of the DEM in only a firm-specific, directly impacted area, could help the firm with pinpointing niche areas where the enterprise can make its largest contribution towards a safe and just space for humanity. On the other hand, this study found and supported existing claims through past research on the model’s limitations in terms of its downscaling, as the planetary boundaries are designed for a global scale. Moreover, the model lacks in defining policies, indicators, or measurements regarding areas of improvement. The opportunities that lie in the DEM are plentiful, however, the downscaling process on a firm-scale is extremely challenging, and little-to-no existing research or literature exists on the topic.

A minority of the research conducted on the geography of crime has considered crime as a vectored event, consisting of multiple locations of interest and straight-line connections between them. Within this small literature, very little attention has been paid to relationships between the various 'journey' vectors available for consideration. Recently several studies have resurrected the notion of Mobility Triangle Analysis as a method for examining crime as a multi-vectored event. The research described here illustrates that geometric configuration of multi-vector homicide events drives prior findings related to mobility triangle analyses, and demonstrates a two-stage method for reconciling this issue. In addition to examining the geometric configuration of homicide, the research also examines issues of orientation, extent, and the impact of contextual factors in multi-vector models of homicide geography. / Criminal Justice

The indigenous ontology has been differentiated from the western one by having a close relationship between humans and non-humans, and by not exerting human supremacy against the rest of the living beings. Nevertheless, throughout the periods of colonization and western influence to which they have been subjected, the notion of human supremacy and the fracture between humans and all beings have been reinforced. These relationships have been altered, perhaps forgotten, due to the aspiration to follow economic models of progress based on extractive activities such as mining that not only affects their territories but also the loss of their culture and identity causing serious socio-environmental problems.  In order to deepen these relationships, raise awareness and understanding the changes that vulnerable populations have to face in a dominant system, this work studies the Harakbut indigenous community of Puerto Luz, in the Madre de Dios region of Peru, and relates a design field in the form of journey which involves research and analysis with stages of knowing and non-knowing from the social science and humanities perspective. Through the anthropological framework, the indigenous and western ontological postulates are understood allowing the development of a creative writing and the correspondence between an interaction of ethnography with the production of new knowledge realities that allow for the verification of the changes this indigenous society, influenced by western dominant power, experiences. This somewhat decolonizing design process gives on to the understanding of new knowledge and challenges that address realities outside Western spheres to generate awareness and change.

How can the unique legacy of the most ancient of civilizations be represented within a single building? How can one building spans the area between heaven and earth, the space described in the cosmology of our pharonic ancestors? Certainly, to design such a building is a unique challenge, and an unprecedented opportunity, on this most privileged of sites in the history of mankind, that a museum is to be constructed capable of linking the immemorial past with the distant future spanning both the horizons of the ancients and those as yet unseen. Through the investigation of phenomenology, geometry, simplicity, purity and light, listening to the voice of silence, emerging to the light from the darkness, and by understanding the strength of simplicity after passing through complexity, This thesis offers an endless stream of ideas that challenge the mind. The vision for the Grand Egyptian Museum (GEM) is to establish a place where people from different nations and cultures will be able to immerse themselves in the rich culture heritage from more than 5.000 years of Egyptian civilization. With the support of new technology, more effective and efficient dissemination of information can be achieved, enabling the New Museum to be a source of enjoyable, entertaining, educational and cultural experiences for all visitors. This project aims at structuring a complex of exhibits and facilities, which will accommodate all Pharaonic periods, it will be the largest museum in the world, and will provide access to information and future knowledge. It results from the careful articulation of the problem and a subsequent ordering of constraints within the context of the competition proposal. / Master of Architecture

This study investigates the effects of the digital marketing channels Search engine optimization (SEO) and SEM, focusing on Google Ads, in the context of the consumer decision funnel in the Swedish market. This was done through a single-case study with a medium-sized digital marketing bureau in Sweden. Our research was summarized in a conceptual framework that aims to create a foundational understanding of best practices and strategies for companies to establish a robust and profitable online presence. The research shows that SEO and SEM has different main focuses within the digital marketing landscape where SEO has a more holistic approach and covers areas further up in the consumer funnel, and SEM operated more targeted with a high focus on measurable conversions. However, our research also finds how the respective channels both have the capacity to be used in all parts of the funnel. Concepts such as budget, strategy, timeline, and consumer behavior are key concepts within our research. The research highlights the importance of tailoring a digital marketing strategy to a company’s specific goals and circumstances. This research takes such aspects into consideration, and strategies depending on budget constraints and company size are explored separately. This paper thus provides marketers with a foundational understanding of how to approach digital marketing, and how to best tailor a digital marketing strategy to align with company goals. Effectively combining SEO and SEM creates a great opportunity for companies to establish a good online presence, which in today's society serves as a very effective media to reach out to consumers.