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    Summit Newsflash

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    Ed Thompson on the 2016 Summit

    See Ed speak about this year's Summit and what you can expect

  • customer experience strategy - tech conferencess

    CRM goes Back to the Future

    See how CRM is evolving to focus on the customer

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  • customer experience strategy - tech conferencess

    Save the date for 2017!

    10-11 May 2017
    London, UK

    Mark your calendar

Defining Moments: Create Insight. Transform Experiences. Drive Growth.

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:
Roles including:
  • Head of Customer Strategy
  • CRM Director/Manager
  • Head of Customer Experience
  • Customer Engagement Manager
  • Customer Service and Support Manager
  • CRM Program/Project Manager
CRM Professionals
Roles including:
  • IT Manager/Director
  • Applications Manager
  • Enterprise Architect
  • Solutions Architect
  • Contact Center Infrastructure Manager
  • User Experience Manager
  • Project Manager
IT Leaders
Roles including:
  • Sales managers
  • Head of Marketing
  • Digital Commerce Leader
  • Social/Mobile Strategist
Business Leaders
Roles including:
  • Customer Data Manager
  • Customer Journey Analytics Manager
  • Voice of the Customer manager
  • MDM Leaders
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

Frequently Asked Questions

Get answers to your questions here




Our 2016 agenda which will feature comprehensive tracks to drill down to your hottest customer related topics based on your role, experience level and key focus.

2016 Tracks Announced

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. 

2016 Hot Topics

  • Customer data and analytics
  • Innovative customer experiences
  • Customer journey mapping and analysis
  • CRM vision and strategies
  • Emerging CRM technologies and architectures
  • Overcoming organizational barriers
The conference was inspriing. The quality of the speakers were above expectation and also partners were very well selected and valuable.

- Luca Nordone Unipolsai S.P.A

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.

- Andrew Ward 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.

- Krzysztof Jarosz Polski Linie Lotnicze

Excellent opportunity to meet with fellow companies touching the same subjects and experienceing the same struggles end-users have to through.

- Kris Vandereycken Beneo

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
  • Workshops
  • 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. 

Highlighted Speakers

  • Rob Geraghty
    Rob Geraghty

    Executive Coach and Expert on Influencing and Presenting

    Read profile

  • Patrick Dixon
    Patrick Dixon

    Author, Leading Futurist and Influential Business Thinker

    Read profile

  • Frank Buytendijk
    Frank Buytendijk

    VP & Gartner Fellow


    Read profile

  • Ed Thompson
    Ed Thompson

    VP Distinguished Analyst


    Read profile


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.




Become a Exhibitor

Take Your Place Among Technology's Key Players
Join us now

Exhibitor Interactions

Read more​ about how you can interact with our exhibitors

Venue & Travel

London, UK


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.
Alternatively, you can either e-mail your request to gartnerconference@pphe.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) 

Park Plaza Westminster
200 Westminster Bridge Road
London, United Kingdom - SE1 7UT

Park Plaza County Hall
1 Addington Street
London, United Kingdom