• customer experience strategy - tech conferencess

    2017 Theme Announcement

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    Shaping the Future of Customer Experience

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  • customer experience strategy - tech conferencess

    Save the Date for 2017!

    10-11 May 2017
    London, UK

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  • customer experience strategy - tech conferencess

    Summit Newsflash

    Check out the key highlights from the 2016 Summit!

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Shaping the Future of Customer Experience

European organizations are consumed with firefighting the causes of customer experience dissatisfaction. This relentless pursuit has been complicated by the emergence of new channels, new customer behaviors, new design breakthroughs, new customer expectations and new sources of customer data.

This Summit was designed for individuals in the following roles:
Roles including:
  • Chief Customer Officer
  • VP/Head of Customer Experience
  • Customer Engagement Manager
  • Marketing Customer Experience Lead
  • Digital Commerce Manager
Customer Experience Leaders
Roles including:
  • Applications Leader
  • IT Director/Manager
  • User Experience Manager
  • CRM or CX Project Leader
  • IT Architect
IT Leaders Supporting CX Initiatives
Roles including:
  • 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
Roles including:
  • Customer Service & Support Manager
  • Customer Care Manager
  • Contact Center Manager
  • Customer Engagement Manager
  • Contract Centre Infrastructure Manager
  • CRM 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

Frequently Asked Questions

Get answers to your questions here



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.

Be the first to find out about the 2017 Summit and Agenda - Sign Up Here

2017 Tracks

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, then how to measure, govern and architect technology to support that strategy. Improving the customer experience is at the top of the CEO, CMO, CIO and head of customer service’s agendas. But evaluating, implementing and optimizing a customer strategy is not easy. It means looking across the organization at every interaction with the customer to make improvements, then organizing and measuring the experience across many different departments and business units.
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. Portals, content management, customer communications tools and user experience platforms are all altering in response to these new demands.
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. From voice and face to face interactions, to web and mobile and now to messaging apps, video, virtual assistants, virtual reality, augmented reality and new social networks. 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.

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


 Check out the key highlights from the 2016 Summit!
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 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
  • 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


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.

  • Learn more  about the exhibitor experience.  
  • Contact us to learn more about opportunities to exhibit. 



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


Park Plaza Westminster
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 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.
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 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
London, United Kingdom