Michelle Duerst

Michelle Duerst

VP Analyst
Michelle Duerst is a cross-practice leader of emerging theme, Digital Twin of a Customer, a co-leader of Total Experience (Top Strategic Technology Trend), and the industries lead for CX CORE (Customer Organization Relationship Experience).

Michelle developed Stop Firefighting, Start Trailblazing Digital Initiatives workshop to help clients save 6 figures on digital initiatives. This focuses on how to build a business case as well as understanding how technology can impact employee burnout.

Michelle has led Manufacturing trend work, but specializes in Consumer Goods, including:
- Total Experience
- Digital + Product Experience
- Customer Engagement
- Direct-To-Consumer
- Personalized Products
- Ecosystems Partnerships
- Corporate Social Responsibility
- Environmental Sustainability
- Traceability

Michelle's technology/vendor coverage focuses on product lifecycle management and product portfolio management for formulated/recipe-based products. This includes Product/Service management throughout all stages of the lifecycle: from the initial strategy, through ideation, innovation, launch, modification and finally, retirement. In addition to Fast Moving Consumer Goods, these can include B2B, pharmaceutical, chemicals, paint, ink, and coatings.
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Friday, 17 June, 2022 / 12:50 PM - 01:20 PM JST
(Thursday, 16 June, 2022 / 11:50 PM - 12:20 AM EDT)
Use Total Experience to Drive Resilient Application Innovation for Customers and Employees

Application, software engineering, DW, CX leaders help the business compete based on great customer experience amd employee experience. However, CX and EX intitiatives are typically silos. Learn how to use total experience to interlink CX and EX strategies to identify and deliver resilient innovations with superior shared experiences for both customers and employees.

Join us to hear from Gartner experts and thought leaders.