The workshop aims to shed light on the development and implementation of customer relationship management (CRM) in face of latest technological advancements. It recognizes technologies such as artificial intelligence, social media or decentralized architectures as powerful instruments to sustain and transform relationships with customers. To achieve this, future CRM solutions require a close alignment of information systems, business and customer processes and business strategies. Following a tradition since 2016, the workshop invites research that advances aspects of CRM, which include topics from a technological, managerial and societal perspective. The workshop puts special emphasizes on the impact Social CRM as concept for linking external and internal elements of CRM.

The workshop aims to shed light on current research efforts targeting the development and implementation of future CRM application systems, methods and scenarios. It recognizes that integration of the various areas of future CRM comprises multiple dimensions, i.e. information systems, distributed data sources, aligned processes and strategies as well as holistic methods including change management, generative AI or privacy management. We invite research on application scenarios, economic analyses, the role of culture, changing consumer behavior and expectations as well as potentially negative aspects of CRM that influence usage scenarios and system development. The workshop setup is interdisciplinary and invites researchers as well as professionals to contribute research papers, case studies and/or to present prototypes, both completed and ongoing.


Topics of interest
*******************

Topics of interest include, but are not restricted to:

Technical perspective:
* Use of generative AI and AI agents in CRM
* Novel data analysis and mining approaches for CRM
* Data integration and fusion for CRM
* Privacy-preserving analytics and identity management (e.g., SSI)
* Innovative CRM application systems (e.g., in CRM systems)
* Impact of specific technologies on CRM (e.g., chatbots, AI, IoT, robotics)
* CRM in decentralized application systems (e.g., blockchain/DLT)
* Technological architectures for integrated CRM solutions

Managerial perspective:
* Business value of new technologies for CRM
* Innovative CRM processes and scenarios (e.g., link with Social Commerce, Agentic AI)
* User behavior understanding and customer journey management in CRM
* Implementation strategies for innovative CRM
* CRM maturity and readiness
* Out/Insourcing in CRM
* Privacy management in CRM with AI and Social CRM
* Customer experience management
* Social media and AI based CRM in specific business domains (e.g., tourism, banking, healthcare)


Societal perspective:
* Customer expectations towards future CRM scenarios and technologies
* Cultural influences on the perception and use of CRM
* Transparency and misinformation handling through CRM
* Dark sides of CRM (e.g., extensive profiling and segmentation, discriminative analysis models, bias in AI agents)
* Ethics and CRM

Submission guidelines
*********************
The workshop welcomes full research papers, experimental research, case studies and student research papers.

Papers must be submitted electronically in standard IEEE Conference Proceedings format (max 8 pages, see templates at https://www.ieee.org/conferences/publishing/templates.html). Demos and prototyp papers are also accepted (max 4 pages including references). Submitted papers will undergo a peer-review process, coordinated by the international program committee.

Submissions via https://www.wi-iat.com/wi-iat2025/Participant-Submission.html

Organizers and Chairs
*********************
* Rainer Alt, Leipzig University, Social CRM Research Center, Germany
* Olaf Reinhold, University of Cooperative Education Saxony, Social CRM Research Center, Germany
* Fabio Lobato, Federal University of Western Para, Brazil

Program Committee
* Alan Marcel Fernandes de Souza, Federal Institute of Education, Science, and Technology of Pará (IFPa), Brazil
* Alireza Ansari, Leipzig University, Germany and IORA Regional Center for Science and Technology Transfer, Iran, Iran
* Antonio Jacob Jr, State University of Maranhão, Brazil
* Chloe Kim Joo Young, Kyung Hee University, South Korea
* Chulmo Koo, Kyung Hee University, South Korea
* Costas Assimakopoulos, International Hellenic University, Greece
* Cristiana Fernandes De Muylder, FUMEC University and Federal University of Uberlândia, Brazil
* Dewi Tamara, Binus University, Indonesia
* Douglas Cirqueira, RHI Magnesita, Austria
* Elaine Farias, Federal University of Uberlândia (UFU), Brazil
* Emilio Arruda, Federal University of Para and University of Amazon, Brazil
* Fabio Lobato, Federal University of Para and Federal University of Western Para, Brazil
* Fabíola Pereira, Federal University of Uberlândia (UFU), Brazil
* Flavius Frasincar, Erasmus University Rotterdam, The Netherlands
* Georgios Lampropoulos, University of Macedonia, Greece
* Gültekin Cakir, Maynooth University, Ireland
* Jose Marcos de Carvalho Mesquita, The University of Connecticut, USA
* Julio Viana, Invia Flights, Germany
* Kerstin Siakas, International Hellenic University, Greece
* Kwabena Obiri Yeboah, Catholic University College of Ghana, Ghana
* Mattis Hartwig, University of Lübeck, Germany
* Nino Carvalho, IPOG Instituto de Pós-graduação (Brazil) and IPAM Instituto Português de Administração de Marketing (Portugal), Portugal
* Omar Andres Carmona Cortes, Instituto Federal do Maranhao, Brazil
* Peri Akbar Manaf, Binus University, Indonesia
* Rabi Sidi Ali, Takoradi Technical University, Ghana
* Rafael Geraldeli Rossi, Universidade Federal do Mato Grosso do Sul, Brazil
* Regine Vanheems, Laboratoire de Recherche en Management de La Sorbonne and Orange, France
* Renato Fileto, Federal University of Santa Catarina, Brazil
* Ricardo Limongi França Coelho, Federal University of Goiás, Brazil
* Ricardo Marcacini, University of São Paulo (USP), Brazil
* Thiago Henrique Silva, Federal University of Technology of Parana, Brazil
* Vicente Guerola-Navarro, Universitat Politècnica de València, Spain
* Winnie Ng Picoto, Technical University of Lisbon, Portugal
* Yerin Yee, Kyung Hee University, South Korea