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DigEx 2020 : 2nd International Workshop on Transforming the Digital Customer Experience

Colorado Springs, USA
Event Date: Jun 08, 2020 - Jun 10, 2020
Submission Deadline: Apr 06, 2020
Notification of Acceptance: Apr 27, 2020
Camera Ready Version Due : May 11, 2020


New disruptive technologies and the digital revolution are rapidly transforming the nature of how companies are interacting with their customers. Executives in all industries are thus using digital advances such as analytics, mobility, social media, IoT and smart embedded devices – as well as improving traditional technologies such as ERP – to build new digital services and transform the experience of their customers. However, transforming the customer experience does not imply only to integrate new technology, but requires also to adopt a customer centric approach that places the individual customer at the centre of organization, processes and roles. As a consequence, the workshop “Transforming the Digital Customer Experience” is at the corner between technological progresses and business advances by focusing in how the mix of new technologies and new organizational models can help in developing services to improve the experience of the digital customer. The workshop embraces concepts from Computer Science, Information Systems, and Business Administration areas.

The goal of the workshop is to identify challenges from digitization of the customer relationship and to make progress, such as tools, methodologies and frameworks, to deal with these

Call For Paper

Topics of interest

  • Applications of disruptive technologies for enhancing the customer experience (Social, Mobile, Analytics, Cloud, IoT, etc.)
  • Omni-channel and cross-channel strategies supported through digital services for improving the relationship with customers
  • Methodologies and tools for understanding the customer perception and behaviour (sentiment analysis, customer journey maps, etc.)
  • Obtaining customer insight through analytical services using big data, business intelligence and other analytics technologies
  • Digital services for recommendation and customization of product offers
  • Digital services and tools for customer profiling and segmentation
  • Extension of traditional service and product offerings to digital enabled services
  • Digital services for transforming the customer experience in specific industries (retail, publishing, etc.)

Submission guidelines

  • Long papers: max. 12 pages
  • Work-in-progress reports: max. 6 pages
  • Demo papers: max. 4 pages

Submission system is available at EasyChair. Papers must be submitted in PDF format according to Springer LNBIP template

  • language of publication: English
  • paper must not exceed 12 LNBIP pages (including abstract and references)
  • please include a 100-word abstract at the beginning of the paper, which clearly presents the achievement or contribution of the paper
  • please include 4-7 keywords best describing your paper

Papers approved for presentation at DigEx-2020 will be published in BIS 2020 workshop post-conference proceedings, as a volume in Springer’s Lecture Notes in Business Information Processing (LNBIP) series. BIS 2020 Workshops proceedings will be distributed to workshop participants by regular mail.

Workshop papers will be made available in electronic form by the BIS organizers to all workshop participants (and only to them) directly before the conference.

Important dates

  • April 6, 2020 – submission deadline for papers
  • April 27, 2020 – notification of acceptance/rejection
  • May 11, 2020 – submission of final papers (for presentation)
  • June 8-10, 2020 – the workshop

Organizers and Chairs

  • Oscar Avila, Universidad de los Andes, Bogotá, Colombia
  • Virginie Goepp, INSA Strasbourg, France
  • Beatriz Helena Diaz, Universidad Nacional de Colombia, Bogotá, Colombia

Program Committee

  • Oscar Avila, Universidad de los Andes, Colombia
  • Sonia Camacho, Universidad de los Andes, Colombia
  • Beatriz Helena Díaz, Universidad Nacional de Colombia, Colombia
  • Hector Florez, Universidad Distrital Francisco José de Caldas, Colombia
  • Lauri Frank, University of Jyväskylä, Finland
  • Virginie Goepp, INSA Strasbourg, France
  • Oscar Gonzalez-Rojas, Universidad de los Andes, Colombia
  • Laura Gonzalez, Universidad de la República, Uruguay
  • Paul Grefen, Eindhoven University of Technology, The Netherlands
  • Olga Kalimullina, The Saint-Petersburg State University of Telecommunications, Russian Federation
  • Francois Kiefer, INSA Euro-Mediterranee, Morocco
  • Richard Lackes, TU Dortmund, Germany
  • Andres Moreno, Universidad de los Andes, Colombia
  • Patrick Mikalef, Norwegian University of Science and Technology, Norway
  • Leonardo Muñoz, Universidad de los Andes, Colombia
  • Christina Pakusch, University of Applied Sciences, Germany
  • Michaël Petit, Université de Namur, Belgium
  • Chelsea Phillips, Queensland University of Technology, Australia
  • Camille Salinesi, Université Paris Sorbonne, France
  • Mario Sanchez, Universidad de los Andes, Colombia
  • Markus Siepermann, TU Dortmund, Germany
  • Sagar Sen, Simula Research Lab, Norway
  • Mathupayas Thongmak, Thammasat Business School, Thailand

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