Tablet computers (tablets) have gained much attention in research, the application in a banking industry context remains somewhat unexplored. In particular, tablets could enhance customer-facing business processes, such as face-to-face advisory processes in the banking industry. This paper analyses the potentials of tablet-supported customer advisory and the impact on the advisory process based on expert interviews with three financial institutes. The study provides evidence that tablets promise to add value in a face-to-face advisory situation and may have an impact to the traditional advisory pro- cess.
Nueesch, Rebecca; Puschmann, Thomas; and Alt, Rainer, "Realizing Value From Tablet-Supported Customer Advisory: Cases From the Banking Industry" (2014). BLED 2014 Proceedings. 34.