Technology doesn't feel, but our customers do - Why we stopped talking about digitalization and started talking about feelings

"Technology is everything that doesn’t work yet" – technology is only perceived as technology until it creates value and function. When the people at Ruter are working with customer services they view digitalization the same way. Digitalization is just something that doesn’t work yet, until it delivers value to the customer and the organization. In this talk you’ll learn about Ruter’s approach to understanding customer feelings and behavior along with their quest to define "flow" in public transport services.