DISCERN – digital service and customer experience
Within the research project DISCERN will researchers examine how experiences and development of services through digitalization is affecting customers and companies. The research is conducted in close collaboration with the business sector.
The research project DISCERN - digital services and customer experiences will run during a three-year period and at a total cost of 35 million SEK, of which nearly 18 million SEK are financed by the Knowledge Foundation. The project is a continuation of the research profile “Service innovation for sustainable business” which was conducted during 2011-2019 in collaboration with the business sector.
The scientific purpose of DISCERN is to create a further understanding of how digitalization influence service infusion and customer experience in the interaction between firms and customers.
To achieve this, and to fulfil the purpose, DISCERN will have three scientific goals:
- Create knowledge on how digitalization influences service infusion in service and manufacturing firms.
- Understand and explain how digitalization could influence the customer experience.
- Create a model that measures industrial service innovation from a customer view.
- Digital service infusion
How does digital service infusion influence customer experience and business model configurations in the ecosystems?
Project leader: Nina Löfberg
- Understanding behavior trough digitalization
How could customer behavior be understood and predicted to assist in-store smart technology and improve customer experience?
Project leader: Poja Shams
- Industrial service innovation
How can industrial innovation be measured using a model that starts out from the perception of customers?
Project leader: Per Kristensson
Ikea, Volvo, Miller Graphics, Valmet, Tobii Pro, Kongsberg Maritime Sweden, Löfbergs, QBIM, Maxi Ica Supermarket and Thingssquare.
- Heiko Gebauer, Fraunhofer Fraunhofer IMW, Tyskland
- Mohammed Zaki, Cambridge University, UK
- Kristina Heinonen, Hanken, Finland
- Maria Møllerskov Jonzon, IKEA
- Klas Hedvall, Volvo Technology