The 2016 agenda featured 4 comprehensive tracks to drill down to your hottest customer related topics based on your role, experience level and key focus.
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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.
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.
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.
Excellent opportunity to meet with fellow companies touching the same subjects and experienceing the same struggles end-users have to through.
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