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Tuesday, 16 June, 2020 08:15 AM|Tuesday, 16 June, 2020 09:00 AM

Mastering the Basics of Customer Experience

Michael Chiu, Sr Director Analyst, Gartner

This tutorial will cover the basics of customer experience including what it is, measuring it, getting your organization started on it, understanding your customers, and other topics foundational to customer experience. It will explain some of the key customer experience tools like personas and customer journey maps and will illustrate “what good looks like” for them and others.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 16 June, 2020 01:30 PM|Tuesday, 16 June, 2020 02:15 PM

What CX Leaders Need to Know About the "Everything Customer"

Don Scheibenreif, Distinguished VP Analyst, Gartner

Technology has created the Everything Customer. Customers want conflicting things at the same time — for example — to be connected and left alone. But how can you serve this type of customer effectively? In this presentation, we will explore the dynamics of customers and technology and what you can do to win with the Everything Customer.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 16 June, 2020 03:30 PM|Tuesday, 16 June, 2020 04:00 PM

The Art of the One-Page Customer Experience Strategy

Ed Thompson, Distinguished VP Analyst, Gartner

An essence of a successful customer experience strategy is that it clearly answers three questions: Which customers are the focus, how the enterprise will win and what resources and capabilities will be needed to win. Too often strategy is confused with vision, plans and roadmaps — all of which are also important. There is a science to developing strategy, and there is an art. This session explores the art of strategic planning, helping attendees articulate CX’s contribution to business success.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 16 June, 2020 04:15 PM|Tuesday, 16 June, 2020 05:00 PM

The Waiting Game: How to Improve the Customer Experience of Waiting

Michael Chiu, Sr Director Analyst, Gartner

Wait times exist in any customer experience, but addressing them is often viewed as turning something unpleasant into something “less bad.” Those supporting customer experience must broaden their efforts beyond just trying to shorten wait times and instead focus on improving the customer experience of the wait. Learn about concepts, frameworks, and case studies that pertain to waiting, and how you can apply them to your organization.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 07:30 AM|Wednesday, 17 June, 2020 08:15 AM

Financial Services Breakfast: Understanding and Empathizing With Customers

Michael Chiu, Sr Director Analyst, Gartner

The best customer experience organizations not only understand their customers, but they empathize with them. Such skills are especially important for non-customer-facing employees to obtain. During this financial services industry breakfast, we will discuss both traditional and nontraditional ways to better understand and empathize with your customers. Join your industry peers for an executive networking breakfast with a short Gartner presentation.
Please note: Reserved for end users only. Preregistration required.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 08:30 AM|Wednesday, 17 June, 2020 09:15 AM

Outlook for Privacy 2021

Bernard Woo, Sr Director Analyst, Gartner

Privacy is not slowing! Consumers continue to demand their privacy be protected, not just respected, and legislators continue to react by enacting data protection laws. It is not sufficient (or efficient) to focus on baseline compliance. This session describes the latest developments in the landscape and steps to evolve the privacy management program from focusing on compliance only to value creation in the business.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 10:30 AM|Wednesday, 17 June, 2020 11:00 AM

Customer Experience Technologists: Your Role to Drive the Success of Digital Business

Olive Huang, VP Analyst, Gartner

Excellence in customer experience is critical to the success of digital business. In this session we will review best practices for customer experience technologists looking to increase their influence over the development of customer experience strategy and the distinct advantages that an advanced understanding of technology has in accelerating customer experience success in digital business.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 12:00 PM|Wednesday, 17 June, 2020 12:30 PM

Move from Chaos to Coordination with a CX Governance Team

Don Scheibenreif, Distinguished VP Analyst, Gartner

Many departments in an organization influence the customer experience — all trying to do the right thing. Uncoordinated, this can often lead to mixed messages and a lack of buy in to CX. In this session we will share several governance practices that can formalize enterprisewide CX management and move you to a coordinated approach.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 01:45 PM|Wednesday, 17 June, 2020 02:30 PM

More Is Less: Simplicity Drives Exceptional Customer Experiences

Ed Thompson, Distinguished VP Analyst, Gartner

Simplicity is at the heart of exceptional customer experiences. Simpler processes, interactions, user interfaces, product or service choices, channels for interacting and the data being used to deliver. This presentation explains the benefits and challenges in simplifying the customer experience using multiple examples.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 02:45 PM|Wednesday, 17 June, 2020 03:15 PM

When Things Become Customers: Prepare for Earth’s Ultimate Emerging Market

Don Scheibenreif, Distinguished VP Analyst, Gartner

Digital-savvy business leaders seeking new growth horizons may be missing a huge financial opportunity. Gartner predicts that billions of machines — both physical and virtual — will act, look, and feel like customers. We will explore why this is happening, how it is showing up today, and what CX leaders can do to take advantage of this final frontier of emerging customers.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 16 June, 2020 08:15 AM|Tuesday, 16 June, 2020 09:00 AM

The Present and Future of Artificial Intelligence

Brian Manusama, Sr Director Analyst, Gartner

Artificial intelligence adoption has entered the mainstream, but most organizations are at the earliest stages and still developing their strategy and governance. Get a sense of where you stand and where the industry will progress.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 16 June, 2020 10:45 AM|Tuesday, 16 June, 2020 11:30 AM

Stop Thinking Omnichannel and Start Doing Multiexperience

Jason Wong, VP Analyst, Gartner

Channels are inside-out thinking; and omnichannel thinking doesn't address customer nor employee experiences from outside-in. Omnichannel aims to address “where” users interact, but it does not take into account “how” they want to interact. To win in the experience economy, where engagement across apps, devices and interaction modalities is expected, application leaders need a multiexperience mindset.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 16 June, 2020 03:30 PM|Tuesday, 16 June, 2020 04:00 PM

Top Ten Trends Transforming Digital Commerce

Sandy Shen, Sr Director Analyst, Gartner

Many organizations treat digital commerce as a starting point for their digital journey. This session will look at:
1. What are the top trends transforming digital commerce?
2. What are real-world examples of these technologies and practices?
3. How to make investment decisions among hot technologies?

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 16 June, 2020 04:15 PM|Tuesday, 16 June, 2020 04:45 PM

Magic Quadrant for Customer Engagement Center

Brian Manusama, Sr Director Analyst, Gartner

Customer service and support is both a department that handles customer issues and an enterprise discipline that is a part of every customer process. This Magic Quadrant looks at the vendors that deliver software to manage customer support requests, from the creation of a case, to social media engagement and IoT. We look at the leaders such as Salesforce, Pegasystems, Microsoft and Oracle, as well as the emerging innovators.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 07:30 AM|Wednesday, 17 June, 2020 08:15 AM

Public Sector Breakfast: A Conversation About the Future of Applications and Its Impact on Citizen Experiences

Gene Alvarez, Distinguished VP Analyst, Gartner

At this breakfast we will discuss the impact of the future of applications on citizen experiences. How applications are built is changing due to a new paradigm called “packed business capabilities” This new paradigm will enable public sector organizations to deliver new multi-experience applications that will meet constituents ever changing needs.
Please note: Reserved for end-users only. Preregistration required.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 08:30 AM|Wednesday, 17 June, 2020 09:15 AM

Customer Service Experience Scenario: The What? Why? and How? in 2020

Jim Davies, VP Analyst, Gartner

Overarching deck that runs through what a customer service experience is, why it's important, what drives it, how it can be designed, implemented and managed.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 10:30 AM|Wednesday, 17 June, 2020 11:00 AM

Knowledge in the Era of AI

Brian Manusama, Sr Director Analyst, Gartner

Knowledge management and representation is undergoing yet another metamorphosis driven largely by the introduction of AI. Increasingly machines join alongside humans in both surfacing knowledge and generating it. With most knowledge management efforts spread across the enterprise and a 'grab bag' of tools this session will look at how application leaders must not just use knowledge but develop and codify it as an ongoing priority to help their organizations achieve competitive differentiation.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 12:00 PM|Wednesday, 17 June, 2020 12:30 PM

Gain Trust in Digital Transformation by Reducing Privacy Risks in 5G Products and Services

Bernard Woo, Sr Director Analyst, Gartner

5G is here and increases the speed and scale at which data is processed. Yet individuals are demanding their rights be protected and the regulatory environment is changing at an unprecedented pace. This session describes the crucial steps you need to take to process the data enabled by 5G while respecting privacy rights and fostering trust among all stakeholders in a rapidly evolving landscape.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 01:45 PM|Wednesday, 17 June, 2020 02:30 PM

Use AI to Create a Better B2B CX

Ilona Hansen, Sr Director Analyst, Gartner

AI technologies are providing deep insights into long-winded B2B sales processes but also support the automation of business process steps across customer facing teams. But moreover, it will have a great impact on B2B revenue growth. This session looks into current AI technologies on a high level across three customer facing departments, its use cases, and their impact on B2B organizations customer experience.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 02:45 PM|Wednesday, 17 June, 2020 03:15 PM

Magic Quadrant for Contact Center as a Service (CCaaS)

Steve Blood, VP Analyst, Gartner

A marketplace theatre look at the players in the CCaaS Magic Quadrant, and what to look for when selecting a provider.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 16 June, 2020 08:15 AM|Tuesday, 16 June, 2020 09:00 AM

How to Measure and Build the Business Case for Customer Experience

Ed Thompson, Distinguished VP Analyst, Gartner

Most large organizations use over 100 different measures of customer experience and no two organizations use exactly the same metrics. Metrics matter because they are used to set targets, to keep score, to determine compensation, to benchmark against the competition and to help determine future investments. This session will look at what gets measured, what gets reported to executives, how to build a business case to gain approval for an investment, and how leading organizations are improving their approach to measuring the customer experience.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 16 June, 2020 10:45 AM|Tuesday, 16 June, 2020 11:30 AM

Seven Digital Disruptions You Might Not See Coming

Gene Alvarez, Distinguished VP Analyst, Gartner

As digital projects move from optimization to transformation, the ability to disrupt becomes a critical discipline. Coping with disruption requires the ability to recognize, prioritize and respond in the right way. This presentation examines how Application Leaders can evaluate, track and plan for seven major disruptions.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 16 June, 2020 01:30 PM|Tuesday, 16 June, 2020 02:15 PM

Digital Commerce Ecosystem and Architecture Supporting Everything Customer

Sandy Shen, Sr Director Analyst, Gartner

More organizations start digital business journey from digital commerce. This session looks at:
1. What are the maturity levels and corresponding CX in digital commerce?
2. What does the digital commerce application ecosystem look like?
3. What are the architecture options of digital commerce in moving towards the future of applications?

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 16 June, 2020 03:30 PM|Tuesday, 16 June, 2020 04:00 PM

Digital Business Requires Organizations to Focus on Customer Centricity

Olive Huang, VP Analyst, Gartner

As organizations build digital business, ignoring customer experience will lead to failure of the digital business model transformation for almost all organizations. CX leaders must translate customer centricity into a new set of improved actions to support digital business.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 16 June, 2020 04:15 PM|Tuesday, 16 June, 2020 04:45 PM

The Collaborative Customer Service Organization – Delivering Continuous Engagement at Every Touchpoint in the Organization

Steve Blood, VP Analyst, Gartner

Increased collaboration has been the most positive result of participating organizations’ digital channel investments. This is also linked to a greater level of customer engagement and improved customer service metrics. Key to enabling increased employee collaboration is investments in digital workplace platforms. This session will look at the emerging styles of collaboration that can support customer services more effectively and how digital workplace platforms could support continuous customer engagement in support of the “everything customer.”

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 07:30 AM|Wednesday, 17 June, 2020 08:15 AM

Public Sector Breakfast: A Conversation About the Future of Applications and Its Impact on Citizen Experiences

Gene Alvarez, Distinguished VP Analyst, Gartner

At this breakfast we will discuss the impact of the future of applications on citizen experiences. How applications are built is changing due to a new paradigm called “packed business capabilities” This new paradigm will enable public sector organizations to deliver new multi-experience applications that will meet constituents ever changing needs.
Please note: Reserved for end-users only. Preregistration required.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 07:30 AM|Wednesday, 17 June, 2020 08:15 AM

Diversity and Inclusion Networking Breakfast

Nadine LeBlanc, Sr Director Analyst, Gartner

Strong customer-centric companies are embracing diversity because diversity makes for better teams, better decisions and better customer experience. Join us for breakfast and connect with your peers about key diversity and inclusion topics. The goal is to share your perspectives and experiences as well as to develop relationships that support ongoing discussions and collaboration. PLEASE NOTE: Reserved for end-users only. Preregistration required.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 10:30 AM|Wednesday, 17 June, 2020 11:00 AM

The Blueprint for Transforming to Digital Product Development

Jason Wong, VP Analyst, Gartner

Digital business is about the creation of new business models, typically built on digital products and platforms. To continuously deliver digital product innovation supporting CX, application leaders can use Gartner's blueprint to help transform the culture, skills, architecture, tools and quality capabilities of their development organizations.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 12:00 PM|Wednesday, 17 June, 2020 12:30 PM

Winning Tactics for Customer Management Business Process Outsourcing Services Contracting

Jaideep Thyagarajan, Principal Analyst, Gartner

The Customer Management (CM) Business Process Outsourcing (BPO) service industry has matured over the past decade, as seen by the complexity and operational maturity, reaching a level identified as the “third wave” of industry rationalization. This presentation outlines the best practices while contracting for CM BPO services and offers insights on how to effectively negotiate on key metrics that have the highest impact on the organization's business goals.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 01:45 PM|Wednesday, 17 June, 2020 02:30 PM

How Superior Employee Experience Drives Superior Customer Experience

Jim Davies, VP Analyst, Gartner

There is a growing organizational emphasis on employee well-being and designing an employee experience that drives customer engagement, loyalty and advocacy. As we enter an era where employee expectations are higher than ever, rethinking the working environment, management philosophy and tools available to employees is a critical requirement.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 02:45 PM|Wednesday, 17 June, 2020 03:15 PM

Ten Surprising Ways to Participate in Ecosystems to Drive Better Customer Experiences

Nadine LeBlanc, Sr Director Analyst, Gartner

The future of the customer engagement center will revolve around supporting broader ambitions and ecosystems. Gartner uses long-range scenario planning techniques to envision the next generation of customer engagement centers. Organization should conduct a self-assessment to acknowledge which type of customer service scenarios they are most likely to use (or want to use) in 2025.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 16 June, 2020 08:15 AM|Tuesday, 16 June, 2020 09:00 AM

Finding and Managing Consulting and SI Firms to Assist You in Your CX/UX Digital Journey

Jaideep Thyagarajan, Principal Analyst, Gartner

Few enterprises can take advantage of the benefits of disruptive technology changes without using external professional service providers to adopt and implement their business strategies. So whom and how should CX leaders engage with these professional service providers to optimize their CX/UX journey and outcomes. What challenges might you face when sourcing and managing these services.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 16 June, 2020 10:45 AM|Tuesday, 16 June, 2020 11:30 AM

How to Leverage Customer Data Management Technologies for Better Customer Experiences

Melissa Davis, Sr Director Analyst, Gartner

Adjacent, overlapping technologies for customer data management cause confusion among organizations as to which technology is optimal. This session will help CX leaders know the right customer data management components for organizing and sharing data for better CX. What is customer 360 and how can it be used to improve CX? What are the data management technologies used to manage customer data?

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 16 June, 2020 01:30 PM|Tuesday, 16 June, 2020 02:15 PM

Getting Business Value from the Voice of the Customer

Jim Davies, VP Analyst, Gartner

Voice of the Customer scenario that explores the dimensions of what it is and how you go about running a program. With a focus on how this can provide business value through the prescriptive guidance it can provide.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 16 June, 2020 03:30 PM|Tuesday, 16 June, 2020 04:00 PM

Magic Quadrant for Multiexperience Development Platforms

Jason Wong, VP Analyst, Gartner

Customer user experiences are getting more complicated. As device types proliferate, so too do modes of interaction — from GUI-based typing and touching, to natural-language-based chat and voice, to gestures used in immersive environments. The digital user journey will involve multiple touchpoints and interaction modalities; hence the need for multiexperience development platforms (MXDPs).

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 16 June, 2020 04:15 PM|Tuesday, 16 June, 2020 04:45 PM

Advancing CX Analytics Maturity for Better Customer Experiences

Melissa Davis, Sr Director Analyst, Gartner

The customer analytics maturity model provides CX and data and analytics leaders with a roadmap to analytics maturity in their organization, data, analytics, applications and decisioning to improve customer experiences. How do organizations advance the customer analytics strategy to improve the customer experience? What best practices must CX leaders adopt?

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 08:30 AM|Wednesday, 17 June, 2020 09:15 AM

In the Future, Customer Service Analytics Will Be Dynamic, Intelligent and Personalized

Steve Blood, VP Analyst, Gartner

Previously separate approaches to analyzing customer service interactions are uniting as artificial intelligence and machine learning to improve interaction, understanding and intent regardless of communication channel. In future, customer service analytics will be real time, leveraging historical and real-time insight to deliver optimum, operational, employee and customer-centric experiences. This session will look at how organizations can deliver more insightful customer service analytics and maximize investments in a changing vendor landscape.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 10:30 AM|Wednesday, 17 June, 2020 11:00 AM

I Click Therefore I Am

Melissa Davis, Sr Director Analyst, Gartner

We live in a new digital world — always being watched and analyzed without always knowing it. All that we say and do is or can be — recorded, accessed and analyzed. The tracking across every digital touchpoint imaginable can be exploited for the purpose of influencing our behavior. How do CX leaders maintain personal integrity and social equilibrium in the modern digital world?

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 12:00 PM|Wednesday, 17 June, 2020 12:30 PM

Design Your Customer Engagement Hub to Deliver Continuous Experience Throughout Customer Life Cycle

Olive Huang, VP Analyst, Gartner

Digital business and elevated customer expectations drive the importance of real-time, contextualized customer experiences. Building a customer engagement hub is inherently complicated, and is virtually always created within a preexisting (“brownfield”) application portfolio, encompassing multiple legacy applications with various stakeholders. This session introduces you to the CEH and how you could add real-time capability to drive continuous experience.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Wednesday, 17 June, 2020 02:45 PM|Wednesday, 17 June, 2020 03:15 PM

Data, CX, Trust and Privacy

Bernard Woo, Sr Director Analyst, Gartner

You want to give the best experience to each consumer to attract and keep them as loyal customers. This requires the use of their data yet increasingly consumers are demanding organizations demonstrate trustworthiness before sharing their information. This session will examine how organizations can earn consumer trust and manage privacy expectations while delivering a winning customer experience.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.
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