There are now a variety of experiences between your organization and your customers that can be detected and addressed through digital technologies and channels. In order to help your business grow further, you (application leaders) must take advantage of such potential experiences. This session will discuss how to do so and what to keep in mind.
Speaker Bio
Kensuke Kawabe
Sr Director Analyst
Kensuke Kawabe is a Senior Director, Analyst with Gartner Research and Advisory in Japan. Mr. Kawabe focuses on customer relationship management and customer experience management, mainly for Japanese clients. As a region-specific analyst, he represents all areas relating to CRM and customer experience management, including marketing, sales, customer support and digital commerce.
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Tuesday, 13 June, 2023 / 02:00 PM - 02:30 PM JST
CX Prescription: Don’t Overlook “The Moments of Truth”
Tuesday, 13 June, 2023 / 03:20 PM - 04:05 PM JST
Ask the Expert: CX Consultation Room
As CX initiatives continue to grow in complexity and require the involvement of multiple departments, expectations for IT are increasingly becoming particularly high. Therefore, we continuously provide recommendations on how IT leaders should support CX initiatives. In this session, we will answer questions and suggestions to participants who are experiencing challenges with their CX efforts.
Wednesday, 14 June, 2023 / 02:25 PM - 02:55 PM JST
Architecting Your Customer Technology Platform
What is a customer technology platform? What customer problems does it address and help to solve? Why do you need to use enterprise architectural approaches to create one? This session will attempt to answer these questions.