Shape Customer Experience for Improved Business Outcomes

Customer experience management is at the top of the Australian CEOs agenda and the core part of organization’s digital transformation program. Leaders across every part of the organization are claiming to place experience at the center of their strategies, but very often the perceptions of ‘good’ customer service vary greatly between organizations and their customers. Therefore, selecting the right technologies and new business models that deliver seamless customer experience, and effective use of data are critical elements of your end-to-end CX strategy, to gain customer trust and achieve desired business goals.

 

Join us at Gartner Customer Experience & Technologies Summit 2019 to discover the tools and best practices you need to deliver real customer-centricity in your digital transformation journey.

Meaningful networking

Interact with more than 330 of your peers to gain firsthand insight from those facing similar challenges to yours.

How-to guidance

Pose tough questions and hear the latest research and recommendations from 11+ Gartner analysts, guest experts and peers.

Real-world solutions

Explore the latest technologies changing the CX landscape. Meet face-to-face with knowledgeable representatives.

Get the latest information. 

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We’re Building the 2019 Agenda

The comprehensive tracks will drill down on your hottest CX topics.

 
Track A
Build Foundations
In this track we will deliver insights and best practices on how to develop customer experience vision and strategy;  prioritize CX investment; set metrics, build governance; operationalize Voice of Customer; improve employee engagement and culture; link your CX performance to your organization’s business outcome; and develop data and technology foundations to support customers in the multichannel world.
 
 
 
 
Track B
Power Innovation
In this track we will highlight the forward-looking trends of CX innovation such as AI capabilities; the future of CRM, customer service and support and digital commerce technologies, advanced analytics for gaining deeper customer understanding, and real-time intelligence for delivering personalized customer journey.
 
 
 
Track C
Drive Transformation
Digital transformation requires new ways of thinking on CX and change of business model. In this track we explore ideas of how to look beyond the current business model to future-proof your customer strategy, redesign your customer journey and re-architect your technologies for the success of digital business. We will also discuss the characteristics of future customers, how to develop digital design capabilities in your organizations, and instil trust in the digital world. 
 
Spotlight Track
Gain Trust
Trust needs to be earned, particularly in the age of digital business. In this conference we will deliver additional content on trust, how you can respect privacy, pursue authenticity, deliver transparency, build accountability, foster a customer-centric culture, and gain trust within and beyond your organizations, from your customers, employees and partners in your digital ecosystem. 

Don’t miss these hot topics!

Conversation AI

User experience and customer journey

Fostering a customer-centric culture

CX technologies

Creating a single view of customers

Cultural change and collaboration

CX vision, strategy and metrics

IoT to deliver better CX

Strength and weakness of CRM megavendors

Applying customer analytics best practices

Building business case and value realization

Organizational and departmental politics

Find solutions for your most pressing CX needs.

Join us in Sydney!

Accommodations

 

Hilton Sydney

Getting Here

 

Located in the heart of the Sydney CBD on George St, close to shopping, entertainment and corporate offices.