Jenny Sussin

Jenny Sussin

Vice President

Jenny Sussin is a Vice President in the ITL Enterprise Software group of Gartner Research, with her primary focus on social for CRM.

Prior to joining Gartner, Ms. Sussin worked for IBM where she was directly responsible for:

  • Managing the concept, development and execution of social media strategy for IBM’s largest customer event.
  • Building social media education presentations for various constituencies, including customers, internal marketing and IBM Software’s Super Women’s Group.

Years of Experience:

  • 6 years in total with Gartner
  • 8 years in IT industry
  • 8 years in Technology & Telecommunications industry

Top 5 Issues I Help Clients Address:

  • Developing a Social Analytics Strategy
  • Using Social Media for Customer Service
  • Choosing Social Media Application Vendors
  • Defining Social Media Metrics
  • Determining the Business Value of Social Media

Roles That Need My Research:

  • IT leaders responsible for analytics, CRM, customer service, customer experience, e-commerce, marketing and/or sales

Top Key Initiatives I Cover:

  • Customer Relationship Management and Customer Experience
  • Analytics and BI Strategies

Common Inquiries I Address:

  • How do we listen and respond to what is happening on social networks regarding our brand?
  • How do we leverage social data to better understand our customers?
  • How do we determine the business value of our social initiatives?
Monday, December 4, 2017 / 2:45 PM - 3:30 PM

Super Session: Supercharge Your Customers' Digital Ambitions

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.

Tuesday, December 5, 2017 / 10:30 AM - 11:00 AM

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

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, December 5, 2017 / 2:45 PM - 3:30 PM

Maverick: The Disappearing Customer

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.

Meet the analysts face to face.

Gartner Application Strategies & Solutions Summit 2017
Caesars Palace, 3570 Las Vegas Blvd. South, Las Vegas, NV-89109
Starting on
December 4, 2017
Ending on
December 6, 2017
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.