Agenda / By Day


  • Day 1 / Sunday, December 3, 2017
  • Day 2 / Monday, December 4, 2017
  • Day 3 / Tuesday, December 5, 2017
  • Day 4 / Wednesday, December 6, 2017
Day 1 / Sunday, December 3, 2017
Sunday / 2:00 PM - 6:30 PM

Registration

Sunday / 3:15 PM - 5:30 PM

Boot Camps

Sunday / 3:30 PM - 5:00 PM

Workshop: Design Thinking for Innovation

James Carolan, VP, Gartner

The purpose of this workshop is to provide attendees with a high-level and hands-on introduction to the human-centered design concept of "design thinking." The workshop covers each stage of the design thinking methodology and how a designer's mindset and methods can foster breakthrough innovation. Design thinking has gained significant momentum in the marketplace with industry leaders like AirBNB, Uber, SAP, IBM and GE making significant investments in the methodology.


Please Note: based on availability and eligibility you may sign-up for this session via Events Navigator after you register for this event.
Day 2 / Monday, December 4, 2017
Monday / 7:00 AM - 6:00 PM

Registration

Monday / 7:15 AM - 9:00 AM

Attendee "Ice Breaker" Breakfast

Welcome to the Summit! Start making new connections right away at this informal networking breakfast. Get to know fellow delegates who share your areas of interest, including hobbies, favorite sports, travel, music and more. Tables will be arranged by interest area -- select your personal favorite and join the conversation!

Monday / 8:00 AM - 8:45 AM

Tutorials

Monday / 10:00 AM - 10:30 AM

Networking Break

Monday / 10:30 AM - 11:15 AM

Application Leaders Call to Action: Deliver Pervasive Integration Capabilities to Empower Digital Transformation

Massimo Pezzini, VP & Gartner Fellow, Gartner

A "unintegrated digital business" is an oxymoron. Digitalization does empower organizations to establish deep, "right-time" business relationships within the ecosystems. Hence, digital business platforms must enable rapid and cost-effective integration with (and dis-integration from) applications, data sources, analytical systems, cloud services, APIs, business networks and partners.

Key issues:
What are the business and technology disruptions that will lead application leaders to rethinking their integration strategy?
How will application leaders move towards versatile, hybrid integration platforms?
Which organizational models will application leaders adopt to enable a pervasive, self-service approach to integration?

Monday / 10:30 AM - 11:15 AM

Application Leaders Must Master the Role of Products and Platforms in the Digital Era

Andy Kyte, VP & Gartner Fellow, Gartner

Application leaders supporting digital transformation struggle to support product owners aiming for profit while delighting customers with an end-to-end experience. Existing organizations are not aligned to deliver the technology capabilities products require, such as rapid integration with back-end systems. Application leaders must join with business leaders in realigning around products, to deliver the business outcomes essential to success in the digital era.

Monday / 10:30 AM - 11:15 AM

Bridge Silos of Customer Engagement to Achieve Unified Omnichannel Customer Experiences

Gene Phifer, VP Distinguished Analyst, Gartner

Silos of customer engagement are common. These silos are created along boundaries of technology, brands, products, business units, geographic units, CRM pillars, among other things. The silos can't be knocked down, but they can be bridged. IT must bridge technology silos at the tiers of experience, process, knowledge and data, while influencing the organizational and cultural silos that exist.

Monday / 10:30 AM - 11:15 AM

Business Models Matter for CIOs and Application Leaders

Patrick Meehan, VP Distinguished Analyst, Gartner

When business models change, everything changes. This presentation will focus on what a business model is and why business model design in the digital age matters more than ever. CIOs and application leaders will learn how to use business models to engage their colleagues throughout the enterprise, advance enterprise goals and bench-test new business designs before going to market.

Monday / 10:30 AM - 11:15 AM

Customer Experience Strategy: Roadmap to Differentiation

Ed Thompson, VP Distinguished Analyst, Gartner

A superior customer experience is one of the few remaining means of sustainable competitive differentiation as the effects of globalization take their toll. Face-to-face and voice interactions with customers are being steadily replaced by digital channels and so the role of IT is becoming increasingly important. This session lays out a strategy roadmap based on best practices to help you face the challenge.

Monday / 10:30 AM - 11:15 AM

Six Styles of Customer Analytics for Better Customer Experiences

Melissa Davis, Research Director, Gartner

Advances in customer analytics enable us to get closer and listen to our customers, explore their needs and more accurately create products and services specific to their needs. Understanding and then applying the analytic approaches is key to success. This presentation examines the six styles of customer analytics and identifies how you can adopt the right mix of styles in your organization.

Monday / 10:30 AM - 11:15 AM

Stop Doing Scrum — Be Agile

Nathan Wilson, Research Director, Gartner

For too many companies “doing Scrum” is assumed be enough to be agile. In this presentation we will explore the fact that Scrum is not (necessary) agile. It will also cover how Scrum, DevOps and other practices can be used to build a truly agile IT organization.

Monday / 10:30 AM - 11:15 AM

Strategic Roadmap to Architect a Digital Business Technology Platform

Elizabeth Golluscio, Research Director, Gartner
Keith Guttridge, Research Director, Gartner

A digital business technology platform is built, not bought. Application leaders responsible for architecture and integration must lead their organization towards a multigrained mesh app and service architecture (MASA), paired with an enterprisewide, pervasive integration competency to build their digital business technology platform.

Monday / 10:30 AM - 11:15 AM

The State of Customer Experience Technologies and Their Impact to Your Application Strategy

Olive Huang, Research VP, Gartner
Nadine LeBlanc, Research Director, Gartner

Chief customer officers and heads of customer experience believe that only 50% of the project they oversee involve technology. However, CIOs and IT leaders believe it is closer to 80%. Both agree that the range of technologies that can be bought and innovation in customer experience space takes place fast. Their impact to an organization's application strategy is significant. This session aims to look at CX technology's state of innovation and trend of adoption, and for applications leaders, how to manage these technology portfolios to deliver best business outcome.

Monday / 10:30 AM - 11:15 AM

What to Do and Not Do With AI

Whit Andrews, VP Distinguished Analyst, Gartner

As talk of AI, machine learning and cognitive computing swirls in the marketplace, hype mushrooms, followed by disappointment and eventually, rationalized expectation. We will:
• Separate fact from hype and science fiction.
• Investigate viable product categories, applications and use cases that can drive business results.
• Provide solution roadmap alternatives.

Monday / 11:30 AM - 12:15 PM

Designing a Better B2B Customer Experience Program

Ilona Hansen, Research Director, Gartner

B2B sales processes are central to customer experience programs because face-to-face interactions have more impact on your customers than voice or digital interaction. Join this session to learn how leading B2B companies use technology and customer-centric process design to improve their customer experience programs.

Monday / 11:30 AM - 12:15 PM

Digital Business Needs a Digital Workplace

Bob Hafner, Managing VP, Gartner

Gone are the days of a static work environments where workers were told what to do, how to do it and when to do it. Digital businesses need a dynamic workforce that is engaged and knows how to use consumerized technologies. This session will give IT leaders the knowledge they need to lead a digital workplace initiative that will give the business the tools they need to transform into a digital business.

Monday / 11:30 AM - 12:15 PM

Digital Commerce in a Customer Experience Economy

Gene Alvarez, Managing VP, Gartner

This session will take on the Digital Commerce challenges organizations are facing in a customer experience economy. Digital Commerce continues to grow its impact on customer experience and organizations are struggling to meet this trend. This session will answer the following questions:
How do you get started on this transformation?
What are the things that stand in the way of success?
How does an organization overcome these challenges?

Monday / 11:30 AM - 12:15 PM

Microservices: The Future of SOA

Anne Thomas, VP Distinguished Analyst, Gartner

Microservices is currently one of the hottest buzzwords in application architecture circles, and it is the subject of much debate. Come to this session to learn about microservices. We will discuss the following key issues:
• Why are people so excited about microservices?
• What’s the difference between SOA and microservices?
• What's involved in adopting microservices?

Monday / 11:30 AM - 12:15 PM

Reimagining the Application Organization in a Product-Oriented World

Mike Gilpin, Managing VP, Gartner
Matthew Hotle, VP Distinguished Analyst, Gartner

Traditionally, application organizations chose silos, systems integrator models or factories as an organizational design construct. Moving to digital business models, which are formed around platforms and products and include new product-oriented roles, puts stress on most organizations, since they need to keep one foot in the "old" world and another facing forward. We'll talk about the new roles necessary and how to reimagine the product and project focused organization many organizations will need to maintain.

Monday / 11:30 AM - 12:15 PM

Reshape Integration for Bringing Order to Data and Application Chaos in Digital

Eric Thoo, Research Director, Gartner

Integration challenges significantly intensify as digital businesses operate at the speed of business moments. The proliferation of information and connected systems compels enterprises to expand and unify their data and application integration strategy to handle all hybrid patterns, with a mix of latencies, blend physical and virtualized data delivery, and combine cloud and on-premises models for better flexibility.

Monday / 11:30 AM - 12:15 PM

Scaling the Design Mindset and Methods

Bruce Robertson, VP Distinguished Analyst, Gartner

Many enterprises have started up their experimental phase of going Mode 2 bimodal, but now they face growing pains with scaling. This session will describe how leading organizations are spreading the design mindset and are scaling the design methods like design thinking and lean startup, while defining best practices and how to avoid the common hurdles along with way.

Monday / 11:30 AM - 12:15 PM

TechInsights: Crossfire: Native Mobile or Web: The Finale

Danny Brian, VP & Gartner Fellow, Gartner
Kirk Knoernschild, Research VP, Gartner

Danny and Kirk have been arguing for years about the virtues of native mobile app development versus web and hybrid development. It's time to put the debate to rest! In fact, it might be time to stop talking about mobile-specific development altogether, if only the two could agree on that point.

In this session, Danny and Kirk tackle some key developments and misconceptions about the state of mobile app development in the enterprise.
• What technologies are seeing success, and which are creating undue burdens on IT?
• How is mobile different from other target platforms? How is it not different?
• Has the golden age of the mobile app passed, and will digital voice assistants replace visual UIs anytime soon?

Monday / 11:30 AM - 12:00 PM

To the Point: Contextual Analytics: Increasing Relevancy to Improve Customer Understanding and Engagement

Jim Hare, Research VP, Gartner

Organizations commonly use analytics and BI solutions to answer important "what" questions, such as what's happened, what's happening now, what's likely to happen in the future, and what action to take. But often what is missing is the ability to answer the question "If we want this result, what should we do in this situation?" In this session, we discuss how adding "contextualization" takes analytics to a whole new level by adding a broader variety of data and tailoring the analytics and recommendations to the situation.

Monday / 11:30 AM - 12:15 PM

Using AI Conversational Platforms for Customer Experience — Better, Faster and Cheaper

Magnus Revang, Research Director, Gartner

The cost to engage with customers effectively is being challenged by the growth in use of message-based communications by customers and their changing preferences. Automating customer engagements is an intrinsic need in any customer-facing organization, but success has been limited. The emergence of AI conversational platforms is changing the landscape. This session will show you what conversational platforms are, how they will impact the customer experience and how to benefit from their use.

Monday / 12:15 PM - 1:15 PM

Attendee Lunch

Monday / 12:15 PM - 2:45 PM

Exhibit Showcase Dessert Reception

Monday / 2:45 PM - 3:30 PM

Super Session: Supercharge Your Customers' Digital Ambitions

Jenny Sussin, Research VP, Gartner
Jason Daigler, Research Director, Gartner

All organizations are, or will become, digital organizations. Customer's digital ambitions vary from removing a pain, through exploiting what they already have and improving how they perform, to inspiring a new way of life. The most successful organizations will be those that make their customers better performers, no matter what their level of digital maturity. This keynote presentation will show you how to supercharge your customer experience to drive the ultimate value and results for your stakeholders.

Monday / 2:45 PM - 3:30 PM

Super Session: The Summit Bonus — A "One Size Fits All" Application Strategy

Andy Kyte, VP & Gartner Fellow, Gartner

IT organizations are overwhelmed by the demand that comes with tight deadlines. The necessary focus on short-term deliverables that will drive positive business outcomes squeezes out any time that might have been set aside for strategic planning. Recognizing this challenge, we offer an application strategy that can be applied to any IT organisation in any industry sector.

Monday / 3:45 PM - 4:30 PM

Solution Provider Sessions

Monday / 4:45 PM - 5:30 PM

Guest Keynote: Quiet: How to Harness the Strengths of Introverts to Change How We Work, Lead, and Innovate

Susan Cain, Author, Quiet Revolution

Did you know that introverted leaders often deliver better results than extroverted leaders do? That the most spectacularly creative people tend to be introverts? That the most innovative thinking happens alone and not in teams? One of the central challenges of any business is to bring out the best in its employees. Yet when it comes to introverts—who make up a third to a half of the workforce—our leadership strategy mainly consists of asking them to act like extroverts. This is a serious waste of talent and energy. In an enlightening, relatable, and practical talk, Susan Cain shows us that introverts think and work in ways that are crucial to the survival of today’s organizations. How can you structure your organization so that the best ideas—rather than those of the most vocal and assertive people—dominate? How do introverts’ and extroverts’ different personalities cause them to solve problems and evaluate risk differently? What do introverts know about creativity that the rest of us should learn? Drawing on her original research and the latest in neuroscience and psychology, Cain will radically change your view of the best way to develop leaders, manage teams, make smart hires, and stimulate innovation.

Monday / 5:30 PM - 7:30 PM

Exhibit Showcase Evening Reception

Day 3 / Tuesday, December 5, 2017
Tuesday / 7:00 AM - 8:15 AM

Attendee Breakfast

Tuesday / 7:00 AM - 6:00 PM

Registration

Tuesday / 8:30 AM - 9:15 AM

Business Architecture: From Strategy to Guiding Execution

Betsy Burton, VP Distinguished Analyst, Gartner

New techniques have emerged to help EA practitioners leverage business architecture to guide execution decisions, including business capability models, business canvas, ecosystem modeling, journey maps and persona modeling. This presentation will explore the current business architecture trends in the age of digital business.

Tuesday / 8:30 AM - 9:15 AM

Digital Commerce Platforms 2025 — Commerce That Comes to You

Gene Alvarez, Managing VP, Gartner

In 2025, how and what organizations sell will evolve into a world of commerce that comes to you. Businesses and consumers will have new ways to source items and services never seen before. Technologies like IoT, smart machines and others will enable new commerce business models. Virtual reality, mobile, social, and other new touch points will enable new interaction models. Peer to peer, 3D printing, drones, cloud and others will enable new sourcing and fulfillment models. Information and algorithms will guide and bind these all into the new world leaders of commerce. CIOs will need to envision this new world of commerce put in place the technologies needed to be ready for their organization's move forward on the road ahead of them.

Tuesday / 8:30 AM - 9:15 AM

From APIs to Digital Platforms: API Economy Lessons for Building an Ecosystem

Paolo Malinverno, Research VP, Gartner

Any digital strategy needs to be enabled by an API rich platform. Having an active ecosystem over the platform will give you solutions you would never have time or budget for internally. However ecosystems must be nurtured and managed. How are ecosystems built in the API Economy? What makes them successful? What else do companies need to do to build an ecosystem to serve a digital strategy?

Tuesday / 8:30 AM - 9:15 AM

Identify, Stalk, Attract and Delight (or Pacify) the Wild Digital Worker

Whit Andrews, VP Distinguished Analyst, Gartner

Digital workers want to work at home ... and in the office. They use laptops ... and desktops, phones and tablets. They love their personal software ... and they use it at work. No single worker archetype defines all your workers, and roles are not enough to understand their diversity, mobility and needs. Discover the five kinds of digital workers and how to make their workplace successful.

Tuesday / 8:30 AM - 9:15 AM

Impossible Software: The Copernican Shift to Autonomous Events and Eventual Consistency

Andy Kyte, VP & Gartner Fellow, Gartner

For 50 years, the world of business software has been dominated by monolithic transactional applications that "own" a relational database that itself delivers guarantees in data management known as ACID — atomicity, consistency, isolation and durability. This model is being supplemented by BASE — basically available, soft state, eventual consistency — because this model is more suitable for the distributed transactions of the digital business world. Add in the billions of autonomous events spawned by the Internet of Things — the software world will be unrecognizable. Get ready for it.

Tuesday / 8:30 AM - 9:15 AM

Integration Personas and the Impact on Your Integration Platform Strategy

Keith Guttridge, Research Director, Gartner

Integration has become pervasive with many people leveraging integration capabilities, often without even realizing. These integration personas will have a major impact on your integration platform strategy and you need to understand how to empower them.

Tuesday / 8:30 AM - 9:15 AM

Preparing Your Business Applications for Artificial Intelligence

Van L. Baker, Research VP, Gartner

Artificial intelligence services allow developers to fundamentally change the way that they compose and deliver applications for the business. The use of hosted-AI services will allow developers to add new capabilities to existing applications adding capabilities such as conversational interfaces. Utilizing AI frameworks and data the enterprise already has to build AI models will enhance productivity .

Tuesday / 8:30 AM - 9:15 AM

The Third Wave of Sales Automation and the Algorithmic Future of B2B Sales Technology

Tad Travis, Research Director, Gartner

B2B sales processes are undergoing significant transformation because of rapidly evolving predictive, prescriptive and artificial intelligence capabilities. Join this session to learn about the "third wave of sales automation" and how it impacts your current sales technology implementations.

Tuesday / 8:30 AM - 9:15 AM

The Where Factor: Using Location Intelligence to Improve Customer Experience

Jim Hare, Research VP, Gartner

The explosive growth of location data has been driven by the rise of smartphone penetration around the world and the proliferation of location infrastructure such as cell towers, beacons, RFID, GPS, and now IoT devices. In this session, we will discuss how location intelligence is being used as a way to reveal relationships between data sets that might not have otherwise been obvious. And, how properly analyzing location adds context and relevancy to not only better understand preferences and behavior but also deliver a superior customer experience.

Tuesday / 8:30 AM - 9:00 AM

To the Point: The Art of Customer Success in a 24-Hour Technology World

Jessica Ekholm, Research VP, Gartner

Users increasingly surround themselves in a 24-hour digital mesh — melding their personal and professional life — putting immense pressure on customer experience excellence in an increasingly complex digital world. This 24-hour tech world demands new innovative ways of creating customer success — we will show you how.

Tuesday / 9:30 AM - 10:15 AM

Solution Provider Sessions

Tuesday / 10:30 AM - 11:00 AM

To the Point: Beyond API Management — Marketplaces, Monetization and Ecosystems

Mark O'Neill, Research Director, Gartner

Organizations are moving beyond simple API management towards sophisticated API marketplace and API monetization models. These allow APIs to fulfill their promise as being not only an integration technology, but treated as products in a business ecosystem. In this session, we examine API marketplace and API pricing models, and describe the path beyond API management towards ecosystem engagement.

Tuesday / 10:30 AM - 11:00 AM

To the Point: Get Ready for Voice-First Apps

Jason Wong, Research Director, Gartner

From keyboard to mouse to touch, the user interface for applications have been getting more and more intuitive and natural. Now voice is the next disruptive technology that application leaders must contend with across apps and devices. To harness the power of voice, application leaders must adopt new UX design approaches, implement new app architectures and leverage cognitive cloud services.

Tuesday / 10:30 AM - 11:00 AM

To the Point: How to Choose the Best iPaaS for Your Needs

Massimo Pezzini, VP & Gartner Fellow, Gartner

Integration Platform-as-a-Service is now a well understood technology, but in a hypercrowded market amounting to over 70 providers (and counting) choosing the offering that best meet your needs is a challenging endeavor. Criteria like functional completeness, ease of use, deployment options, costs and provider viability are always relevant, but may be more or less significant depending on your needs. This session will provide application leaders in charge of integration a user survey-based perspective on what are the industry validated use cases for iPaaS and will propose an evaluation approach to support iPaaS selection processes.

Tuesday / 10:30 AM - 11:00 AM

To the Point: How to Create a Single View of the Customer

Michael Patrick Moran, Research Director, Gartner

The single view of customer is a critical component for effective customer strategies. As we move toward a world of evermore sources of customer data at ever-lower cost, creating a single customer view is getting harder. The IoT, in particular, looks set to bump the variety and volume of data up dramatically. This session enables you to understand how to evolve your single view of customer to exploit the opportunities offered by these new forms of data.

Tuesday / 10:30 AM - 11:00 AM

To the Point: Innovating With Agile and DevOps — Taking It to the Next Level

David Norton, Research Director, Gartner

As agile and DevOps become mainstream, the question for many CIO and application leaders are asking is what next? Where do we go from here? The answer is to move beyond the benefits of shorter lead and continuous delivery to business innovation.

Key issues:
• Maximizing feedback to exploit opportunities.
• Using design thinking and synthesis to develop novel solutions.
• Organizing for innovation.

Tuesday / 10:30 AM - 11:00 AM

To the Point: Prepare for the Next Generation of Customers, Today

Jenny Sussin, Research VP, Gartner

Organizations are becoming increasingly concerned that their existing strategies won’t be fit to serve the next generation of customers. There is a psychology behind why millennials and gen-z behave differently, when they behave differently. Understanding that psychology will enable CIOs to make technology decisions which will support their organizations’ customers and business growth over the next two decades.

Tuesday / 10:30 AM - 11:00 AM

To the Point: The Biggest Obstacle Moving to Agile Product Delivery Is Your Human Resources Department

Bill Swanton, VP Distinguished Analyst, Gartner

As Gartner's large clients move from waterfall projects to agile product delivery they are finding one of the biggest obstacles is their human resources department. Traditional individual performance management approaches, including project-based goals, stack ranking on a curve, and career growth measured by moving up the hierarchy are detrimental to well performing teams in a flatter organization. This session will cover some of the issues and how companies are either working around or changing HR policies.

Tuesday / 10:30 AM - 11:00 AM

To the Point: The Future of CRM Is Event-Driven

Nadine LeBlanc, Research Director, Gartner

Application leaders supporting CRM and customer experience must prepare for a major shift of focus. Moving from data consolidation and process optimization to responding to events as they occur in real time is becoming key to sustain a competitive advantage and deliver superior customer experience. Key Issues:

- What are the type of benefits you can expect from and event-driven approach?
- What are the key components of an event-driven CRM application?
- What are the impact on your CRM and CX strategies?

Tuesday / 10:30 AM - 11:00 AM

To the Point: Thing Commerce: Expand Sales and Engage Customers Through Smart Things

Jason Daigler, Research Director, Gartner

Businesses are embedding IoT capabilities into their products and services, and smart things become a new channel to "sell" and "engage" customers. This impacts the ways customers discover and buy products, and their expectations for more personalized and effortless experience. Organizations need to think how they adapt the processes and architecture to the new channel, and how to leverage data for new opportunities. In this session, we will fully explore the concept of thing commerce, and advise how organizations can get ready for this interesting, but inevitable, future.

Tuesday / 10:30 AM - 11:00 AM

To the Point: What Does Application Development Look Like In a Post-App World?

Mark Driver, Research VP, Gartner

This session covers the changing dynamics of app development in a world of digital mesh architecture and post-app user-experience tech. It examines the changing dynamics of continuous delivery and lean IT, and its impact on AD efforts today and in the near future.

Tuesday / 11:00 AM - 11:30 AM

Networking Break

Tuesday / 11:30 AM - 12:15 PM

Keynote: Nature Versus Nurture — Transitioning to an Innovation Mindset

Jackie Fenn, VP & Gartner Fellow, Gartner

Is it possible to cultivate agility and creativity in a workforce optimized for operational excellence? The answer is yes. Learn the practical approaches that encourage everyday innovation within your organization to unleash creativity for breakthrough outcomes.

Tuesday / 12:15 PM - 1:15 PM

Attendee Lunch

Tuesday / 12:15 PM - 2:45 PM

Exhibit Showcase Dessert Reception

Tuesday / 2:45 PM - 3:30 PM

Advancing CX Analytics Maturity for Better Customer Experiences

Melissa Davis, Research Director, Gartner

The customer analytics maturity model provides customer experience and analytics leaders with a roadmap to analytics maturity. Guidance includes:
From siloed customer-centric organizations
From internal to open data
From tactical to transformational decision making
From descriptive analytics o real-time decisioning fueled by AI
From analytical platforms to analytical apps

Tuesday / 2:45 PM - 3:30 PM

AI on the Edge: Fusing Artificial Intelligence and IoT Will Catalyze New Digital Value Creation

Mark Hung, Research VP, Gartner

Two of today's most hyped technologies are AI and IoT. Hardly a week goes by without some "breaking news" about either or both of them, and social media conversation volume around AI has grown by more than a 26% CQGR in the last two years. Coincidentally, the two technologies strongly complement each other, with each technology's strength addressing the other's weakness. Forward-thinking CIOs responsible for strategic IoT programs can bring these technologies together to create a powerful new platform for digital business value.

Tuesday / 2:45 PM - 3:30 PM

Craft Your Next-Generation Customer Engagement Hub to Deliver a Multichannel Experience

Michael Maoz, VP Distinguished Analyst, Gartner
Olive Huang, Research VP, Gartner

The customer engagement hub (CEH) is an architectural framework that ties multiple systems together to optimally engage the customer. A CEH allows personalized, contextual customer engagement, whether through a human, artificial agent or sensors, across all interaction channels. It reaches and connects all departments, allowing, for example, the synchronization of marketing, sales and customer service processes.
Key Issues:
• What is a customer engagement hub, and why do we need one?
• How do I start my journey to a next-generation customer engagement hub?

Tuesday / 2:45 PM - 3:30 PM

Ecosystem and B2B Integration, a New Frontier!

Elizabeth Golluscio, Research Director, Gartner

B2B integration is getting a facelift for the digital business revolution. Where do "old-school" EDI interactions and the "new" API economy intersect? What technology investments, best practices, and people skills are needed to master ecosystem and B2B integration to capitalize on new business models in a digital ecosystem?

Tuesday / 2:45 PM - 3:30 PM

Focus on Engagement, Value and Outcomes to Eliminate the Boundary Between Business and IT

Dennis Gaughan, Research VP, Gartner

As organizations continue down the path of digital business, IT is at a crossroads. Continuing with the "order taker" status quo leads towards irrelevance. IT needs to get out of the application business by becoming the business and focusing on outcomes, value streams and product innovation. This presentation will provide path for CIOs to become embedded in the DNA of the organization.

Tuesday / 2:45 PM - 3:30 PM

Governing Product and Platform Delivery for Digital Business

Bill Swanton, VP Distinguished Analyst, Gartner

Gartner's Digital Business Platform has a lot of moving parts and they can't all be managed with a one size fits all governance model. IT systems, intelligence, customer experiences are hard enough, but you also need to manage partner ecosystems and the Internet of Things. This session will look at how to segment the parts and use the most appropriate governance models for each.

Tuesday / 2:45 PM - 3:30 PM

How Superior Employee Experience Drives Superior Customer Experience

Jim Davies, Research Director, Gartner

Delving into the connection between employee experience (EX) and customer experience (CX) and how by applying CX best practices, like journey mapping, an organization can elevate employee engagement and improve the CX.

Tuesday / 2:45 PM - 3:30 PM

Maverick: The Disappearing Customer

Ed Thompson, VP Distinguished Analyst, Gartner
Jenny Sussin, Research VP, Gartner

For years, organizations have focused on personalization, understanding the customer journey and anticipating customer needs as a way of attracting prospects and retaining customers; however, we propose that it’s time for customer backlash. Not only are civil organizations stepping in to support this, but customers are taking social media vacations and relocating to messaging apps just to get away from the watchful eyes of companies and governments.

Tuesday / 2:45 PM - 3:30 PM

TechInsights: State of the Web — The Critical Trends in Architecture, Platforms and Frameworks in 2017

Danny Brian, VP & Gartner Fellow, Gartner

The noise around the "framework of the month" is deafening. Increased demands of agility and scalability require new approaches to application architecture and tooling. Hundreds of vendors offer new platforms that promise developer productivity. HTML5 and JavaScript features offer extreme leverage of both code and skills to solve problems for any endpoint device or server environment. How can architects and developers make sense of this turbulent landscape? This session gives a rundown of the trends you cannot afford to ignore in web platforms, frameworks and architecture.

Tuesday / 2:45 PM - 3:30 PM

Why User Experience Is Hard for IT to Deliver — And What to Do About It!

Magnus Revang, Research Director, Gartner

IT is increasingly being asked to deliver user experience (UX), but struggles to actually do so. We take a look at the practices in IT that are really good for development projects, but downright detrimental to our ability to deliver UX.

Tuesday / 3:45 PM - 4:30 PM

Solution Provider Sessions

Tuesday / 4:45 PM - 5:30 PM

How Event Thinking Paves the Way To Digital Business

Yefim V. Natis, VP & Gartner Fellow, Gartner

This presentation examines the principles of design and work of the event-driven digital business. The Internet of Things, real-time intelligent operations, microservices-based agility, context-aware decision making and elastic scale are all key characteristics of digital business and all are enriched and empowered by access to event streams and event-driven architecture. All application, architecture and operations leaders should internalize and promote the culture, technology and skills of event-driven IT. And the path to this excellence starts from the fundamental principles.

Tuesday / 4:45 PM - 5:30 PM

How to Use AI to Create the Customer Experience of the Future

Jessica Ekholm, Research VP, Gartner

This session will look at how organizations should use AI-enabled tools to create smarter marketing, customer support and sales experiences and thus supercharge the customer journey of the future.

We will explore the importance of using AI and conversational platforms to create the customer experience of the future, and we will show how to leverage AI tools to differentiate yourself and future-proof yourself in a world of hyper intelligent customer services and sales applications.

Tuesday / 4:45 PM - 5:30 PM

Immersive Technologies Offer Infinite Possibilities

Marty Resnick, Research Director, Gartner

Application leaders should consider the use of immersive technology (virtual reality, augmented reality and mixed reality) to add value to their app portfolios, meet business demands for these technologies and shift to a post-app era mindset as part of their mobile and digital app strategies. This session provides an opportunity to ask about the specific use cases and case studies of the use of immersive technology in the enterprise and how to get started.

Tuesday / 4:45 PM - 5:30 PM

Instill Trust in a Digital World to Increase Profitability

Penny Gillespie, Research VP, Gartner

While most organizations understand that successful selling requires a trusted relationship between buyer and seller — few organizations understand how to build trust in their digital commerce endeavors. Exemplifying trust in digital commerce will enable organizations to reduce operational costs and increase revenue in their digital commerce endeavors. Learn how to embody trust in digital commerce.

Tuesday / 4:45 PM - 5:30 PM

Laying a Customer Success Management Foundation

Michael Maziarka, Research Director, Gartner

For the business to manage a growing number of customers through various life cycle stages requires a technology solution to provide oversight, prompt action, measure activity and report on customer health. Customer success management platforms provide an application for proactively managing these accounts and revenue stream. Learn about the core components of the platforms and what it takes to keep customer revenue targets on track.

Tuesday / 4:45 PM - 5:30 PM

Scaling Agile the Right Way — Surviving the Agile Framework Apocalypse

Nathan Wilson, Research Director, Gartner
David Norton, Research Director, Gartner

CIOs are aggressively building their enterprise agile capabilities often choosing to bootstrap enterprise agile by the use of a framework. All too often, however, they are used as drunken man relies on a lamp post: For support rather than illumination.

How can we avoid the mistakes of the past when the use of frameworks, CMMI, ITIL etc., started with good intent and often resulted in bureaucratic and bloated processes?

How can CIO navigate the myriad of agile certification, training and consulting without become mired in the framework wars?

How should CIOs use enterprise agile framework correctly and for the benefit of the business and truly transform their organization.

Tuesday / 4:45 PM - 5:30 PM

TechInsights: Overcoming the Challenges of Successful Agile Adoption

Bill Holz, Research Director, Gartner

This session will discuss the results of a study of Gartner clients who said that they were using agile for most of their projects and that agile was successful in their organization. Learn what challenges they faced and how they overcame them to make agile a reality in their organization. This presentation will help you understand the following:

- What are the common technical and organization challenges for agile adoption?
- What have other organizations done to overcome these challenges?
- What tangible benefits have they reaped as a result of their efforts?

Tuesday / 4:45 PM - 5:30 PM

The Rise of Digital Integrator Technologies: AI Rebalances What Integration a Human and Machine Will Do

Eric Thoo, Research Director, Gartner

The proliferation of connected ecosystems, platforms and "things” is fast exceeding human capacity to optimally connect and orchestrate a vast set of integration operations. Application leaders responsible for integration will need to determine how self-adjusting or self-learning artificial intelligence approaches can enable integration initiatives.

Tuesday / 4:45 PM - 5:30 PM

This Is Your Brain on Digital Leadership: Harness the Hidden Powers That Shape Behavior

Jackie Fenn, VP & Gartner Fellow, Gartner

As CIOs become increasingly involved in key business decisions, they need to hone their power to motivate, persuade and inspire. However, the biggest forces shaping behavior and decisions are often unrecognized by both the people affected and by those driving change. To excel as digital leaders, CIOs need to tap into three powers — context, language and habit — to drive effective change for themselves, their teams, their peers and their organizations.

Tuesday / 4:45 PM - 5:30 PM

What Happens on Mobile, Stays on Mobile — How to Support Your Customers on a Mobile Phone

Jason Wong, Research Director, Gartner
Olive Huang, Research VP, Gartner

In 2017 Gartner estimates more than 50% of customer interactions touch, in one form or another, a mobile device. Yet the percentage of customer service requests that were completed via a mobile device remains less than 10%. Organizations fail to achieve competitive advantage through their mobile strategies due to poor customer service. Being able to support customers on their smartphones is becoming increasingly important. There are a wide range of possible mobile customer support capabilities, and industry-specific and process-specific considerations, which require careful design of mobile customer service functionalities, and observation of customer behaviors to deliver incremental improvement. In the session, we will explain the industry best practices of delivering customer services on a mobile phone.

Day 4 / Wednesday, December 6, 2017
Wednesday / 7:00 AM - 8:30 AM

Attendee Breakfast

Wednesday / 7:00 AM - 4:00 PM

Registration

Wednesday / 8:30 AM - 9:00 AM

Solution Provider Sessions

Wednesday / 9:15 AM - 10:00 AM

Best Practices for Leveraging Workstream Collaboration Tools Like Slack and Microsoft Teams

Mike Gotta, Research VP, Gartner

Team collaboration is experiencing a renaissance with Slack and Microsoft Teams, two of the more popular workstream applications. Effectively leveraging this new, conversational style workspace requires organizations to develop certain competencies. This session explores best practices and use cases to help application leaders fully exploit workstream collaboration for business use, but also within the IT organization itself for more agile development.

Wednesday / 9:15 AM - 10:00 AM

Building the Digital Platform From the Remnants of Your Application Portfolio

Dennis Gaughan, Research VP, Gartner

Building the digital platform is critical to enable new business models to flourish. While many of the technologies assembled will be net new for the organization, the foundation of the digital platform is built on the core applications in your portfolio. However, not all of those applications are ready for digital business. This presentation will give you a framework for assessing the readiness of applications for the needs of your digital business models to ensure that the architecture is flexible to support change.

Wednesday / 9:15 AM - 10:00 AM

Develop an ERP Integration Strategy to Support a Digital Platform

Paul Saunders, Research Director, Gartner

Digital platforms demand a flexible postmodern ERP deployment. Postmodern ERP means more complex and robust integration requirements — yet integration is often an afterthought. CIOs and IT and leaders must develop ERP and application integration strategies to ensure data and process integrity in a digital platform.

Wednesday / 9:15 AM - 10:00 AM

Digital Commerce Strategies That Make Shoppers Buyers

Penny Gillespie, Research VP, Gartner

Successful digital commerce engages customers and drives them to press the "pay" button, but developing the right strategy can be challenging. We have identified 12 steps to create a compelling customer experience to move your customers to "yes." Align technology spending to these 12 steps for optimum results.

Wednesday / 9:15 AM - 10:00 AM

Five Situational Leadership Types for Working With Digital Teams

Bruce Robertson, VP Distinguished Analyst, Gartner

CIOs are encountering growing leadership expectations for responding to digital business demands, but often have no practical experience in how to lead teams. IT teams are becoming more diverse both in membership — including technical and business members — and in delivery goals. The one-size-fits-all leadership approach does not take into account this growing diversity. Successful CIOs must learn to respond with the leadership style that is most appropriate to the situation and the team.

Wednesday / 9:15 AM - 10:00 AM

Listen to the Voice of the Customer

Jim Davies, Research Director, Gartner

Foundational deck that maps out the range of techniques that can be applied to better listen to the customer and how through their alignment best practice can be achieved — which results in an elevated CX and operational performance.

Wednesday / 9:15 AM - 10:00 AM

MDM Is Critical for Customer Experience

Michael Patrick Moran, Research Director, Gartner

Master data management is a critical success factor in constructing optimal customer relationship management and customer experience processes. Learn the benefits of aligning the MDM discipline to CRM and making it a part of your CRM and CX strategies. Why is the 360-degree view of the customer critical to CRM and the customer experience? What new opportunities for managing customer information does MDM bring? How will MDM increase and optimize your 360-degree view and your CRM capabilities and customer experience?

Wednesday / 9:15 AM - 10:00 AM

Serverless Platforms and PaaS: Distilling the Application Development Process

Paul Vincent, Research Director, Gartner

Serverless platforms are becoming increasingly important in IT, especially in cloud-native environments such as database PaaS and function PaaS. Cloud megavendors are increasingly adopting and promoting serverless, which in turn is accelerating their growth and success — while providing IT service consumers with frictionless usage and east consumption models. In this session, we explore the current state of serverless.

Wednesday / 9:15 AM - 10:00 AM

TechInsights: Keys for DevOps Success

Bill Holz, Research Director, Gartner

DevOps is all the rage — but what does DevOps really mean? Organizations all around the globe are scrambling to adopt DevOps without understanding what the term means and what adoption really requires. This presentation will help you to better understand:
• What DevOps is, and what it is not?
• What are the key things critical to DevOps success?
• How to build your DevOps practice into your SDLC?

Wednesday / 9:15 AM - 10:00 AM

Why Humans Will Remain at the Core of Great Customer Experience

Michael Maoz, VP Distinguished Analyst, Gartner

Even with the emergence of compelling AI, chatbots and deep learning software, humans will remain a way to provide key differentiation in maintaining profitable customers. We will explore the emerging AI technologies for customer engagement and show the process continuum of where humans will remain essential, where AI will take over and where AI will augment human capabilities.

Wednesday / 10:15 AM - 10:45 AM

Solution Provider Sessions

Wednesday / 10:45 AM - 11:15 AM

Networking Break

Wednesday / 11:15 AM - 12:00 PM

Guest Keynote: Leadership and the New Principles of Influence

Daniel Pink, Best-selling Author,

Leaders at every level today confront two stark realities. First, in these fiercely competitive and endlessly turbulent times, they must do more with less. Second, the old-school management techniques we’ve long relied on to produce results frequently fail. Enter Daniel Pink, best-selling author of Drive and To Sell Is Human, with a fresh approach.

Drawing on a rich trove of social science and cutting-edge practices from organizations around the world, Pink will demonstrate the new ways leaders are persuading, influencing, and motivating others. He will show the power of underused techniques such as perspective-taking, problem-finding, and using purpose as a motivator – and offer concrete steps to put these ideas into action.

Wednesday / 12:00 PM - 1:00 PM

Attendee Lunch

Wednesday / 1:15 PM - 2:00 PM

Building a Better CX Technology Stack for Your B2B Organization

Ilona Hansen, Research Director, Gartner

B2B CX technologies would support your internal organization, but had little or no relevancy for your customers. Today's CX technologies provide a number of advantages for sales and customer service, and also enhance the customer experience significantly. In this session, we will explore and describe how to build a best-in-class B2B sales and CS technology stack with customer experience at the center of its strategy using the pace-layered methodology.

Wednesday / 1:15 PM - 2:00 PM

Drive Business Results and Improved CX With Customer Journey Analytics

Jason Daigler, Research Director, Gartner

Today’s customer is no longer loyal to individual channels. Instead, customers move from channel to channel and device to device frequently when engaging with companies. The challenge of linking together a series of discrete data points into a single, unified, meaningful journey is fundamental to delivering a strong relationship and customer experience.
This session will explore:
• What are the business benefits of understanding the "customer journey"?
• What are the best practices in the creation of customer journey analytics?
• How can you apply customer journey analytics to create better customer experience?

Wednesday / 1:15 PM - 2:00 PM

Embrace an Innovation Mindset

Janelle B. Hill, VP Distinguished Analyst, Gartner

Innovation is critical to commercial entities as well as governments to fuel economic growth, satisfy customer/constituent needs, increase status in the global economy, and attract and retain a talented, creative workforce. By embracing an innovation mindset, IT leaders can proactively partner with their business peers to jump-start digital innovation and more strategically influence their organization’s future.

Wednesday / 1:15 PM - 2:00 PM

HIP Enabling Technologies Including MBS, API Management, iPaaS: Which Should Your Team Choose?

Marty Resnick, Research Director, Gartner

The Hybrid Integration Platform (HIP) is an important enabler of digital business. However, application leaders are often confused by the choice of tools and technologies that can make up the HIP, leading to uncertainty about which tool(s) are necessary for their organization. In this session, we outline each category's differences and uses including mobile back-end services, full life cycle API management, iPaaS, iSaaS, and data integration providers.

Wednesday / 1:15 PM - 2:00 PM

How Reducing Features Create Better UX and Happier Users

Magnus Revang, Research Director, Gartner

Application leaders are shifting their focus from feature quantity to quality in order to meet user and business needs. In order for this effort to be successful, multiple approaches and strategies are needed. Learn why you should start an initiative to remove features, as well as how you can accomplish this.

Wednesday / 1:15 PM - 2:00 PM

TechInsights: Apps Leadership 2025 — The Future of Leading Applications Professionals

Chris Fletcher, Research Director, Gartner

We are surrounded by digital apps, digital business and a rapidly approaching digital future. We know that a different type of leadership is required — but what kind of leadership? This session offers a look into the future of leading application technical professionals, and how evolving your leadership style will expand your career and the careers of the people that work with you.

Wednesday / 1:15 PM - 2:00 PM

TechInsights: Monolith to Microservices: Refactoring Your Application for the Cloud

Kirk Knoernschild, Research VP, Gartner

Microservices are a cloud-native application architecture with many benefits, including delivery flexibility and precision scalability. But many organizations have existing monolithic applications that impede overall development agility. This session provides a clear framework for refactoring the monolith to increase the architectural agility that will allow the development team to extract microservices for cloud deployment in an incremental way.

Wednesday / 1:15 PM - 2:00 PM

The Shadow Side of SaaS: How to Embrace SaaS Applications Acquired by Line-of-Business Leaders

Stefan Van Der Zijden, Research Director, Gartner

IT organizations are confronted with SaaS applications that have been acquired by line-of-business leaders outside the control of IT (aka shadow IT). This session discusses how architects and application leaders must embrace "shadow IT" SaaS applications to ensure security, efficiency and effectiveness of the SaaS application and the integrity of the application portfolio.

Wednesday / 1:15 PM - 2:00 PM

The Top 10 Strategic Technology Trends for 2018, and How They Will Impact Your CX Strategies

Gene Phifer, VP Distinguished Analyst, Gartner

Strategic technology trends have significant disruptive potential over the next five years. The top trends for 2018 underpin the digital platform and set the stage for business innovation. Companies must examine their business impacts and adjust business models and operations appropriately or risk losing competitive advantage to those who do. These are trends that IT cannot afford to ignore.

Wednesday / 1:15 PM - 2:00 PM

Three Steps for Creating Disruptive Customer Strategies Using Design Thinking

Lars Van Dam, Research VP, Gartner

Many technology leaders are turning to design thinking as a fundamental method for driving disruptive strategies, through customer experience innovation. Learn key best practices on how to apply design for disruption.

Wednesday / 2:15 PM - 3:00 PM

Adapting Your ERP Strategy to Support the Digital Platform

Paul Saunders, Research Director, Gartner

As organizations develop new digital business models, CIOs need to assemble a technology platform that provides the foundation. ERP will remain a key part of the strategy, but it needs to evolve. Traditional ERP strategies have resulted in deep tightly integrated footprints that are not suited to the dynamics of digital business.

Wednesday / 2:15 PM - 3:00 PM

API Security: Balancing Openness and Protection

Mark O'Neill, Research Director, Gartner

APIs are the key for your organization to engage with developers, mobile users, B2B partners, as well as new digital assistant ecosystems. However, APIs bring with them the need to put security safeguards in place. Protection against threats is vital, as is enabling clients to access APIs with minimal overhead. Balance is key. In this session, we outline the key considerations for API security, as well as the key stakeholders who need to be involved.

Wednesday / 2:15 PM - 3:00 PM

Being There — Giving Users a Sense of Presence in a Virtual Reality

Marty Resnick, Research Director, Gartner

Presence is a strong tool in capturing the moment and personalizing the VR experience. Application and commerce leaders should make effective use of technology tools to immerse their users in a virtual reality (VR) experience as part of their omnichannel strategy. However, providing users a feeling of "being there" and presence in your VR experience, as part of a continuous user experience, opens up new forms of engagement and increased interaction leading to solutions that exceed expectations and goals.

Wednesday / 2:15 PM - 3:00 PM

Blockchain for Architects: Introduction to Blockchain and Blockchain Platforms for Enterprise IT

Paul Vincent, Research Director, Gartner

A review of the current real-world state of Bitcoin-derived blockchain architectures for systems of trust and their associated platforms. What works and what doesn't in blockchain, and what you need to consider for blockchain initiatives — and what you can consider for alternatives!

Wednesday / 2:15 PM - 3:00 PM

Can Blockchain Transform Your Customer Experience?

Nadine LeBlanc, Research Director, Gartner

Blockchain technologies have the potential to transform the way organizations interact with their customers beyond organizational boundaries. While blockchain is evolving into a platform for digital transformation, organizations must use this time to focus on the strategic perspective of blockchain, and seek alignment on its potential impacts. Key issues explored during this session: What is blockchain and why it is important? What new opportunities does blockchain bring for customer experience? How will blockchain impact your customer strategy, and how to get started?

Wednesday / 2:15 PM - 3:00 PM

Culture and Mindset: The Secret to Building Great App Development Teams

Elizabeth Golluscio, Research Director, Gartner
Keith James Mann, Research Director, Gartner

The best application development organizations base their recruiting, training and leadership strategies on a strong culture. Learn the elements of a solid cultural foundation, discover the importance of a growth mindset, and find out why a "psychologically safe" environment is essential. Then, see how to put them all together to build great teams.

Wednesday / 2:15 PM - 3:00 PM

Maverick: Fixing IT's Diversity Problem Requires a Focus on Inclusion

Carol Rozwell, VP Distinguished Analyst, Gartner

Encouraging girls to pursue a career in STEM disciplines is only one step in fixing the lack of diversity problem that plagues IT organizations. This presentation examines proven practices from IT organizations that have successfully tackled the thorny issue of inclusion.

Wednesday / 2:15 PM - 3:00 PM

Real-Time Analytics for the New Speed of Business

W. Roy Schulte, VP Distinguished Analyst, Gartner

Best next offers, fraud detection, customer service and real-time single customer views require smart systems that combine current and historical data. Data and analytics leaders need to understand current technology to improve the performance of their customer-facing systems.
Key Issues:
• How do real-time analytics differ from traditional decision services?
• Where should companies use predictive analytics, rules and optimization?
• What are the trends in stream analytics technology and products?

Wednesday / 2:15 PM - 3:00 PM

TechInsights: How to Begin With Salesforce Sales Cloud Integration

Kyle Davis, Research Director, Gartner

If you have Salesforce, you likely need to integrate with numerous other cloud and on-premises systems. While integration requirements can be unique for each organization, there are some common uses cases and tools that are used by organizations starting out with Sales Cloud. This session will focus on three particularly common use cases: Onboarding to Sales Cloud, Integrating Mulitple Sales Cloud Orgs, and Application Integration and Orchestration. For each use case, typical scenarios will be described, as well as integration patterns and tools used for addressing each use case.

Wednesday / 2:15 PM - 3:00 PM

The Future of EA in the Era of Digital Business

Betsy Burton, VP Distinguished Analyst, Gartner

Our businesses are powered by technology and technology is all about enabling business. Business outcome-driven EA is critical to help organizations respond to growth opportunities, as well as enable business operations. This session will explore what traditional EA practices we should keep and how, and what new practices EA practitioners must adopt to be effective in the future.

Wednesday / 3:15 PM - 4:00 PM

Keynote: Willful Disruption and Seven Disruptions You Might Not See Coming

Daryl C. Plummer, VP & Gartner Fellow, Gartner

With so much focus on innovation and disruption as strategies to leverage in the move to digital business, much attention gets placed on high-profile companies who have succeeded in this manner. While there is much to be gleaned from possible emulation of the company's efforts, many organizations rightly recognize that "they aren't Google" and don't have the same resources. However, by understanding these disruptor's intents and strategies, organizations can better identify what can be leveraged from the strategies of well-known disruptors.

Start planning your agenda now.


Summary
Event
Gartner Application Strategies & Solutions Summit 2017
Location
Caesars Palace, 3570 Las Vegas Blvd. South, Las Vegas, NV-89109
Starting on
December 4, 2017
Ending on
December 6, 2017
Description
Tap the full potential of new and emerging technologies to enhance customer experiences, drive agility and enable innovation across the enterprise. Build an applications organization with the flexibility to support today’s digital business demands. Empower your entire enterprise to address digital business opportunities and use leading technologies to create and deploy business critical solutions.