Call for Papers - ECIS 2020: Digital Customer Experiences and Interactions

Manuel Trenz, in cooperation with Christian Matt (University of Bern) and Juliana Sutanto (University of Lancaster), is offering a track on "Digital Customer Experiences and Interactions" as part of the European Conference on Information Systems (ECIS2020). Topics of interest include but are not limited to:

  • Digital customer experiences across virtual and physical environments
  • Multichannel and omnichannel experiences
  • Development and management of digital customer experience
  • Digitized customer journeys across dynamic product lifecycles (e.g., smart products…)
  • New technologies for improved customer experiences (e.g. virtual or augmented reality, wearables, beacons)
  • Customer interactions with and in digital environments
  • The interplay between individuals’ and technologies’ decisions (e.g., through smart assistants, artificial intelligence, …)
  • Characteristics and nature of interactions between customers and technology (e.g., emotions, trustworthiness, habit…)
  • Active and empowered customers as creators and providers of goods and services (e.g., sharing products, sharing services, reselling, …)
  • Interdependencies between individuals’ existing devices and service portfolios on future decisions and interactions
  • Outcomes of digitized customers
  • Positive impacts (e.g., convenience, happiness, efficiency, informedness, feeling valued, trust,…)
  • Negative impacts (e.g., manipulation, reduced autonomy, reduced creativity, surveillance, privacy loss, well-being, …)
  • Indirect impacts on third parties (e.g., competition, product designers, vendors, society, …)
We are looking forward to your submissions.

Further information

General Call for paper:
Details and track description:
Deadline for submissions: 29.11.2019