Ubiquitous Customer Interface

Abstract

A Ubiquitous Customer Interface (UCI) is a concept for the different stationary and mobile media that are used in companies’ contact with private customers. Via the UCI contents are distributed to a mobile customer at any time and to any place, but under the condition that the supplier considers customers’ needs regarding media and content preferences. In this paper approaches for a UCI are developed from a customer’s point of view. An empirical study shows that customers in e-commerce find themselves in five different types of situation during the routine of a day. These types of situation have an impact on the preferred media and on the special need for information. The variable that determines the description of the types of situation is the mood of the customer. Based on these insights the concept of the UCI is transferred to the example of a financial service provider.