Gartner Customer Experience & Technologies Summit

Recommended leadership & strategy sessions on the 2020 conference agenda

  • Gartner Keynote: Leading CX When the Stakes Are High
  • Seven Digital Disruptions You Might Not See Coming
  • Top Ten Trends Transforming Digital Commerce
  • The Art of the One-Page Customer Experience Strategy
  • Customer Experience Technologists: Your Role to Drive the Success of Digital Business

Gain real-world insights into creating a clear CX purpose and strategy

Learn how to prepare for the “Everything Customer” and latest best practices on developing CX purpose, strategy, governance, customer journey mapping.

Understand the most important trends in CX in 2020 – simplicity, managing CX in the turns, customer privacy and more.

Join over 400 CX leaders in June for two days of inspiring presentations and peer networking. Struggling with a particular CX initiative? Every conference ticket includes a one-on-one with a Gartner expert where you can get unbiased advice to validate your thinking and guide your strategy.

See what's included in registration.

State of the Customer: Understanding Customer Service Expectations

This report provides insight into the current state of customers service expectations. It explores the pros and cons of exceeding expectations and the extent to which customer experiences with other organizations influence service expectations.

Gain insight into what customers actually expect from a service interaction; customer expectations by channel; benefits of exceeding customer expectations; and the influence of customer experience with competitor organizations.