Work in the service sector is based in large part on social relations between people. The digital transformation is changing social interaction between service providers, customers and patients as well as internal collaboration within companies. Particularly when it comes to the transition of business models towards a wider range of services, interactive work will expand into more and more areas that have traditionally involved little or no contact with customers.
Under this session theme, participants will discuss the effects that integrating new technologies, such as artificial intelligence, and introducing new areas of activity will have on interactive work. There will be a focus not only on communication between companies and customers, but also on internal cooperation within companies. This session theme will also address how the digital transformation will influence interactive work particularly in health care.
The discussions will be supported by presentations of best practices and demonstrations of digital support for human-human interaction.