Don Scheibenreif

Don Scheibenreif

Distinguished VP Analyst
Don Scheibenreif is a Vice President, Distinguished Analyst with Gartner's Customer Experience research group. Mr. Scheibenreif works with customer experience and other IT leaders on how emerging trends and digital business will impact customer experience. He is a founding member of Gartner's research on digital business and digital business transformation and he has served clients in Gartner's Industries Research and Technology Innovation practices.
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Tuesday, 16 June, 2020 / 10:45 AM - 12:15 PM AEST
Workshop: How to Create a Purpose Statement for Your CX Function

Creating a commonly understood purpose for the role of CX in your organization is essential to building organization CX maturity. In this workshop, you will learn how to build an effective purpose statement and how to get your organization involved. PLEASE NOTE: Reserved for end-users only. Preregistration required.

Tuesday, 16 June, 2020 / 01:30 PM - 02:15 PM AEST
What CX Leaders Need to Know About the "Everything Customer"

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.

Wednesday, 17 June, 2020 / 12:00 PM - 12:30 PM AEST
Move from Chaos to Coordination with a CX Governance Team

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.

Wednesday, 17 June, 2020 / 02:45 PM - 03:15 PM AEST
When Things Become Customers: Prepare for Earth’s Ultimate Emerging Market

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.

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