Developing Technology with a Human Face
Every time customers use an electronic application, either directly or with a staff member, they have a "conversation with the bank." At Citibank, we work to provide each such encounter with a human-like texture. This is accomplished through an iterative R&D process; what we learn from...
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| Veröffentlicht in: | Research technology management 1992-05, Vol.35 (3), p.34-37 |
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| container_title | Research technology management |
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| creator | Rapaczynski, Wanda |
| description | Every time customers use an electronic application, either directly or with a staff member, they have a "conversation with the bank." At Citibank, we work to provide each such encounter with a human-like texture. This is accomplished through an iterative R&D process; what we learn from listening to and watching consumers during research is integrated into subsequent development phases. Our relentless consumer focus helps us to create effective interactive applications; and when we do our job well, all parties benefit. The customer receives better and more consistent service, and easier and more convenient access to his money. In other words, we increase the customer's sense of control, reduce the pain associated with managing financial chores and increase the customer's productivity. |
| doi_str_mv | 10.1080/08956308.1992.11670820 |
| format | Article |
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| fulltext | fulltext |
| identifier | ISSN: 0895-6308 |
| ispartof | Research technology management, 1992-05, Vol.35 (3), p.34-37 |
| issn | 0895-6308 1930-0166 |
| language | eng |
| recordid | cdi_jstor_primary_24156477 |
| source | JSTOR Archive Collection A-Z Listing |
| subjects | Advantages Architecture Bank automation Banking Building customization Case studies Consumer behavior Consumer electronics Consumer psychology Consumer research Consumers Cost control Customer services Customers Customization Design Etiquette FEATURES Job shops Navigation Packaged goods Prototypes R&D Research & development Retail banking Scripts Technology Theater |
| title | Developing Technology with a Human Face |
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