Customer experience is at the very top of everyone’s priority list in 2017 – from the CEO to the CMO to the CIO. The emergence of new channels, new customer behaviors, new design breakthroughs, new customer expectations and new sources of customer data offer new opportunities to improve the CX and deliver sustainable competitive advantage. Learn how to shape the future of your customer experience strategies to drive improved customer satisfaction, loyalty, and advocacy.
This Summit was designed for individuals in the following roles:
Chief Customer Officer
VP/Head of Customer Experience
Chief Marketing Officer, Head of Marketing
Customer Engagement Manager
Digital Commerce Manager
Customer Experience Leaders
User Experience Manager
CRM or CX Project Leader
IT Leaders Supporting CX Initiatives
Customer Data Manager
Customer Insight Manager
Master Data Manager
Customer Journey Analytics Manager
Voice of the Customer Manager
Customer Feedback Manager
Customer Data and Analytics Managers
Customer Service & Support Manager
Contact Center Manager
Customer Care Manager
Contract Centre Infrastructure Manager
Customer Services & Support Managers
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: Customer Strategy
This track examines how to build a customer strategy whether customers are consumers or businesses or whether delivery is direct or indirect. We will then explore how to measure, govern and architect technology to support that strategy.
Track B: Customer Data & Analytics
Sessions in this track cover the key elements organizations need to include in their customer experience analytics strategies. Compelling customer experiences increasingly rely on data and analytics. Identifying and collecting the necessary data, interpreting it to understand customer expectations, and using it to design and deliver interactions that achieve both the customer’s and organization’s objectives requires increasingly sophisticated strategies and technologies.
Track C: Customer Experience Design
This track looks at how to design a better digital user experience. Designing a great customer experience requires thinking from the customers’ perspective and the use of multiple new, different skills. The user experience is having an increasingly important impact on the overall customer experience as a growing percentage of customer interactions go digital.
Track D: Customer Experience Channels
This track looks at how organizations should plan for and build out a strategy for a better multichannel customer experience. Channel shift is in full swing for most organizations in most industries. And the numbers of new channel types are only set to increase. Yet customers want all these channels to be joined up, cohesive and integrated. They are seeking seamless, unified customer experience.
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 speak about 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 Experience & 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.
Park Plaza Westminster
200 Westminster Bridge Road
United Kingdom -
A limited number of rooms have been held at the Park Plaza Westminster Bridge Hotel for attendees of the Gartner Customer Experience & Technologies Summit. There are two special promotional Gartner rates available:
Superior Room - £195 per night (Includes Breakfast) Studio Room- £225 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. www.parkplaza.com/csts-summit
Alternatively, you can either e-mail your request to firstname.lastname@example.org or call the Park Plaza Westminster Bridge in-house reservations office on +44 844 415 6780, quoting the promotion code GART04
Reservation Office opening times are:
Monday to Friday between 08:00 - 19:00 (London Time)
Saturday between 09:00 - 17:30 (London Time)
Park Plaza County Hall
1 Addington Street