Call for Papers – HICSS-60 Tech-Enabled Customer Experience Minitrack, Hawaii
June 7, 2026
The 60th Annual Hawaii International Conference on System Sciences (HICSS-60) includes a minitrack on Tech-Enabled Customer Experience, inviting conceptual and empirical research on how information systems and emerging technologies shape the design, management, and outcomes of customer experience across digital and physical touchpoints. The paper submission deadline is 15 June 2026.
HICSS is one of the longest-running and most respected conferences in information systems and system sciences, bringing together interdisciplinary scholars studying artificial intelligence, digital platforms, cybersecurity, and emerging technologies across business, government, healthcare, and education. The Tech-Enabled Customer Experience minitrack sits within the Internet at Work and Play track and is particularly relevant to researchers in tourism, hospitality, service management, and related fields working on topics at the intersection of technology and consumer experience.
The minitrack advances a socio-technical understanding of technology-enabled customer experience by examining how system architectures, algorithms, interfaces, and platforms shape customer interactions, perceptions, and decision-making. Contributions employing qualitative, quantitative, experimental, computational, design science, and mixed-method approaches are all welcome. Interdisciplinary work bridging information systems, human-computer interaction, service marketing, consumer behaviour, and innovation research is especially encouraged.
Topics of interest
- AI-assisted experience personalisation
- Effects of AI personalisation on trust, autonomy, and satisfaction across customer-facing digital environments.
- Algorithmic experience design
- Explainable interaction models and the ethics of algorithm-driven customer journey design.
- Omnichannel and cross-platform experience management
- Integration challenges and service consistency across digital and physical customer touchpoints.
- Data ethics, privacy and user autonomy
- Privacy frameworks, consent design, and user autonomy in digital customer journeys.
- Platform ecosystems and experience co-creation
- How platform structures and ecosystem dynamics shape co-creation between customers and service providers.
- Behavioural, cognitive and emotional CX analytics
- Measurement and modelling of customer experience using behavioural, cognitive, and affective approaches.
- Human-AI collaboration in customer-facing environments
- Design and outcomes of hybrid systems where humans and AI share service delivery responsibilities.
- Digital service innovation
- Technology-mediated service design, digital platform innovation, and new forms of customer interaction.
Key dates
HICSS-60 CX minitrack timeline
The conference takes place at the Hilton Waikoloa Village, Big Island, Hawaii. Submissions are made via the HICSS online submission system. Full paper submission is required (no abstract-only option).
- 1 Paper submission deadline 15 June 2026 Full papers submitted via the HICSS online system. This is a second call; the deadline will not be extended further.
- 2 Notification of acceptance or rejection 17 August 2026 Authors notified of the outcome of the review process. Conditionally accepted papers proceed to resubmission.
- 3 Resubmission deadline (conditional accepts) 4 September 2026 Revised papers submitted by conditionally accepted authors for final editorial review.
- 4 Final decision notification 22 September 2026 Final acceptance decisions communicated to all authors.
- 5 Author registration deadline 1 October 2026 At least one author per accepted paper must register by this date. Conference dates: 5–8 January 2027.
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