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Gartner Customer Experience & Technologies Summit 2019 19 - 20 February / Tokyo, Japan

Turning Customer Experience Vision Into Reality

Customer experience (CX) is at the very top of everyone’s priority list — from the CEO to the CMO to the CIO. The emergence of new channels, new customer behaviors, new design breakthroughs, new customer expectations and new sources of customer data offer new opportunities to improve the CX and deliver sustainable competitive advantage. Learn how to shape the future of your customer experience strategies to drive improved customer satisfaction, loyalty, and advocacy.

Meaningful networking

Interact with a number 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 10+ Gartner analysts, guest experts and peers.

Real-world solutions

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

2019 Conference Programs

Our 2019 agenda covers your hottest CX topics that align with your role, experience level, and key priorities.

 
Track
Customer Experience Strategy
 
No matter who your customers are consumers or businesses, and no matter if delivery is direct or indirect, it is essential to manage entire activities enterprise-wide and to measure results in order to develop and realize a CX strategy for the next generation customers.  This track discusses the methodologies, the technologies that impact on innovations, and the possibilities that could damage CX.
 
 
 
 
 
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Track
Data and Analytics
 
To make CX more attractive, you need to increasingly rely on data and analytics. You also need to sophisticate your customer data and analytics strategies and technologies to identify, collect, interpret and utilize relevant customer data to understand your customer expectations, and then design and deliver effective customer interactions. This track covers customer data management, customer analytics and core technologies to bring customer insights back into your day-to-day operations.
 
 
 
 
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Track
CX Solutions
 
The new and relevant technologies constantly appear as the roles and responsibilities of CX are often cross-functional and the coverage of the technologies is often wide and variable. It requires more sophisticated strategies and technologies to understand your customer expectations from the customer data and to design and deliver effective customer interactions. 
 
 
 
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Don’t miss these hot topics!

CX strategy

Marketing mind to be customer-centric

Mastering leadership through customer-centric approaches

Metrics to measure CX projects

Emerging technologies

Customer analytics

Culture transformation

Prepare to be inspired.

Our roster of guest keynotes, experienced practitioners and Gartner analysts are the experts in their areas of focus.
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Kensuke Kawabe

Sr Director Analyst
Gartner
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Gene Alvarez

Managing Vice President
Gartner
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Gareth Herschel

VP Analyst
Gartner
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Hideaki Horiuchi

Managing Vice President
Gartner
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Olive Huang

VP Analyst
Gartner
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Tatsuya Ichishi

Sr Principal Analyst
Gartner
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Brian Manusama

Sr Director Analyst
Gartner
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Gene Phifer

Distinguished VP Analyst
Gartner
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Ed Thompson

Distinguished VP Analyst
Gartner
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Tad Travis

Sr Director Analyst
Gartner

Find solutions for your most pressing CX needs.

Join us in Tokyo!

Accommodations

Accommodations

 

Tokyo Conference Center Shinagawa

Getting Here

Getting Here

 

Located in the heart of Tokyo, close to Haneda Airport International Terminal, Shinagawa station at Tokaido Shinkansen and corporate offices.