This book constitutes the refereed post proceedings of the 20thInternational Conference on Smart Business Technologies, ICSBT 2023, held inRome, Italy, during July 11–13, 2023.The 9 full papers included in this book were carefully reviewed and selectedfrom 30 submissions.

.- A Conceptual Approach for an AI-based Recommendation System for Handling Returns in Fashion E-commerce. .- Business Models Innovation in the Realm of Grand Challenges: Empowering It Through Emerging Technologies. .- Digital Transformation Roadmap for Danish SME Smart Factories: Benefits and Future Research. .- Roadmap Proposal for the Implementation of Business Intelligence Systems in Higher Education Institutions. .- A Study Partner Recommender System Using a Community Detection Algorithm. .- Exploring the Impact of Innovation and Competition on Profitability in Internet-Based SMEs: A Survey Analysis. .- Evolution and Comparative Analysis of Enterprise Architecture Tools. .- Real-Time Context Monitoring and Analysis for Detecting Process Adaptation Needs. .- Indoor and Outdoor Navigation for Personalised Shopping: Assisted Path to Desired Products.