DigEx 2019 : International Workshop on Transforming the Digital Customer Experience

Description
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Executives in all industries are 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.

Topics of Interest
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Topics include (but are not limited to):

· Applications of disruptive technologies for enhancing the customer experience (Social, Mobile, Analytics, Cloud, IoT, Augmented and Hybrid Reality, 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

· Tools for customer profiling and segmentation

· Extension of traditional service and product offerings to digital enabled services

· Tools and services for transforming the customer experience in specific industries (retail, publishing, etc.)


Proceedings
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DigEx-2019 proceedings will be published as a volume in Lecture Notes in Business Information Processing (LNBIP) series by Springer Verlag. Indexed in DBLP, EI, Scopus and ISI Proceedings.