Defining moments mark major shifts—in an industry, enterprise, career or customer relationship. Often driven by emerging technologies, they shake up the status quo, bringing change and opportunity. At this Summit, you’ll learn how to tap into today’s powerful defining moments to accelerate growth and achieve business objectives.
This Summit was designed for individuals in the following roles:
Head of Customer Strategy
Head of Customer Experience
Customer Engagement Manager
Customer Service and Support Manager
CRM Program/Project Manager
Contact Center Infrastructure Manager
User Experience Manager
Head of Marketing
Digital Commerce Leader
Customer Data Manager
Customer Journey Analytics Manager
Voice of the Customer manager
Customer Data and Analytics leaders
What You Will Learn
Develop a clear CRM vision and strategy
Overcome organizational barriers to CRM success
Unlock the real business value in your customer data
Elevate customer experiences through customer journey design and monitoring
Provide personalized customer interaction across multi-channels
Track A: Set Your Strategy
Customer strategies involve much more than technology. This track provides practical advice on how to tackle common challenges such as gaining executive support, developing a clear vision and strategy, overcoming cultural and interdepartmental resistance, controlling rogue deployments and measuring success. Learn how to overcome the pitfalls that could cause your customer strategy to fail, and take the necessary steps to ensure progress on your CRM goals.
Track B: Create Insight
This track examines how you can create insights into your customers’ transactions, behaviors and attitudes. The increase in volume, variety and velocity of customer data has overwhelmed many businesses’ capacity to manage it in recent years. Yet this same overwhelming volume of data represents tremendous opportunity to better know, understand and connect with your customer. This track will look at the process of acquiring, collating, consolidating, cleaning, analyzing and utilizing customer data and, ultimately, creating defining moments that you can exploit. Presentations in this track start first with a focus on how to develop a customer analytics strategy and create a single view of the customer, then provides guidance on the use of big data and advanced analytics to support your key sales, marketing and customer service initiatives.
Track C: Transform Customer Experiences
This track will examine how to transform the customer experience for the better. It will look at the defining moments in the customer journey that make or break the customer experience. We will delve into each aspect of transforming the customer experience, including how to design and personalize the customer experience, listen to the customer and analyse the customer journey. Because many organizations still start with the customer service department, we will also investigate how the customer support center can evolve to transform the customer experience by centralizing touch-points into a “Customer Engagement Hub.”
Track D: Drive Growth
In this track, we will explore how to help grow the business. In particular, we will look at the defining moments in the selling and marketing processes that can be improved to accelerate the growth of revenue and profits. New opportunities to attract and influence customers abound with the rise of social media, apps, smartphones and the Internet of Things. But this explosion of choice is also becoming overwhelming and even oppressive: Which channels should you target, and when? The sales force remains a critical means of delivering increased growth and will continue to be so, but digital channels have put the customer in a more powerful position. Careful coordination of digital marketing, digital commerce and sales is now more crucial than ever.
Removing Organizational Barriers
Managing Customer Interactions
Delivering Value from Customer Data
Elevating Customer Experiences
Hot Topics Covered in 2015
Optimizing Customer Experiences and Journey
Managing Multi-Channel Relationships
Exploiting Customer Data
Driving ROI from Customer Initiatives
Building Advanced Customer Support Centers
The conference was inspriing. The quality of the speakers were above expectation and also partners were very well selected and valuable.
The forward thinking discussions and presentations have left us all looking to drive business change. What's more is the research papers give us the justification for these changes.
The University of Nottingham
Great customer experience from being part of the Gartner summit that leads you through the customer journey. High quality of presenters and big opportunity to network.
Polski Linie Lotnicze
Excellent opportunity to meet with fellow companies touching the same subjects and experienceing the same struggles end-users have to through.
Hear Conference Chair Ed Thompson Introduce the 2016 Summit
Optimize Your Attendance
You'll be able to add these Gartner exclusives to your agenda:
Admission to all Keynote sessions
Gartner Analyst One-on-One Session
End-User Case Studies
Solution Provider Showcase
Breakfast, Lunch, Snacks
Listen to inspirational guest keynote speakers; hear from Gartner-invited end-user case study speakers – real practitioners with real-world knowledge; and learn from Gartner analysts – the foremost experts in their areas of focus.
Meet the Solution Providers at the Forefront of Customer Experience
The Gartner Customer Strategies & Technologies Summit will help you develop a "short list" of technology and service providers who can meet your particular needs. You'll receive exclusive access to some of the world's leading technology and service providers in a variety of settings.
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Venue & Travel
Park Plaza Westminster Bridge
200 Westminster Bridge Road
London, United Kingdom - SE1 7UT
A limited number of rooms have been held at the Park Plaza Westminster Bridge Hotel for attendees of the Gartner Customer Strategies& Technologies Summit. There are two special promotional Gartner rates available:
Superior Room - £185 per night (Includes Breakfast)
Studio Room- £215 per night (Includes Breakfast)
Please note that these rates are based on single occupancy and excludes VAT.
In order to secure accommodation at the preferred rate please click on the link below.
http://www.parkplaza.com/csts-summit Alternatively, you can either e-mail your request to
email@example.com or call the Park Plaza Westminster Bridge in-house reservations office on +44 844 415 6780, quoting the promotion code GART110
Reservation Office opening times are:
Monday to Friday between 08:00 - 19:00 (London Time)
Saturday between 09:00 - 17:30 (London Time)