Speaker: Marleen Voss

Abstract: In my upcoming presentation, I will explore the increasing importance of trust in digital and data-intensive environments, where customer interactions frequently involve sensitive data and sophisticated technologies. I will discuss the concept of 'benevolent enterprise,' a business model where the well-being of the customer is not merely an add-on but is integrated into the very core of business operations. I will present a taxonomy of benevolence patterns, showing how businesses can operationalize and scale benevolence to stand out in competitive markets. By focusing on strategic approaches to promote benevolence, I aim to demonstrate how companies can enhance customer trust and achieve sustainable corporate success.

Short Bio: Marleen works as an Assistant Professor at the Chair of Process Science, University of Münster. Before, she was a postdoctoral researcher at Queensland University of Technology (Brisbane, Australia) at the Centre for Future Enterprise. Her research focuses on the central theme of "Trust in Artificial Intelligence and Business Processes". Her particular interest lies in the emerging field of "Artificial Benevolence". This approach aims to make technology more user-friendly and trustworthy. Prior to her position as a postdoctoral researcher, Marleen was employed at the Chair of Industrial Sales and Service Engineering, Faculty of Mechanical Engineering, Ruhr-University Bochum, where she successfully completed her PhD. During her tenure there, Marleen had the opportunity to contribute to various projects, driving the design and implementation of technologies in sales and process management.