Agenda
Explore about CX vision, strategy and more from Gartner Customer Experience & Technology Summit 2020
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Thursday, 13 February, 2020 / 12:45 PM - 01:30 PM JST
What Japanese CX Leaders Need to Know for Success
Kensuke Kawabe, Sr Director Analyst, Gartner
This session is designed for typical Japanese CX leaders with relatively less experience to fill the gaps between Japanese typical culture and ways of thinking and what we deliver about CX through this summit by explaining how and why.
Thursday, 13 February, 2020 / 03:10 PM - 03:55 PM JST
How Should Organizations Deal With Privacy Risk in Japan
Yuichi Isoda, VP Analyst, Gartner
In the age of digitalization, “data” is considered as the source of business value. In Japan, many organizations are launching data-focused businesses but on the other hand, privacy risk is also increasing like never before. In this session, we describe the key points organizations must consider in such situations surrounding the enterprise.
(Although this session may include a discussion of related legal issues, Gartner does not provide legal advice or services, and its research or guidance should not be construed or used as such. The client is strongly advised to consult with their own legal counsel in considering and applying the advice and recommendations contained in this session.)
Thursday, 13 February, 2020 / 04:55 PM - 05:25 PM JST
A CX's Sense of Purpose — How to Explain Why CX Is Important to Executives
Don Scheibenreif, Distinguished VP Analyst, Gartner
Customer experience is a top five priority for many C-level executives, but how do you make sure it stays a top priority? In this session, we will share strategies and examples of CX leaders who communicate a clear sense of purpose for CX, how they connect to their executive teams and how you can do the same for your organization.
Thursday, 13 February, 2020 / 04:55 PM - 05:25 PM JST
The CX Team Roles and Governance Needed to Deliver on a CX Initiative
Kensuke Kawabe, Sr Director Analyst, Gartner
CX leaders often face challenges such as unclear roles and lack of authority when conducting a CX initiative. This session aims to clarify the roles and responsibilities required to all of the concerned members in the initiative and help such CX leaders achieve success by collaborating with the members.
Thursday, 13 February, 2020 / 04:55 PM - 05:25 PM JST
What You Need to Know About Customer Analytics
Melissa Davis, VP Analyst, Gartner
Customer analytics is one of the primary drivers of analytic adoption. The sheer diversity of potential opportunities to apply analysis to deliver great customer experiences and improve customer relationships can be daunting:
• What are the key areas of customer analytics?
• What are the best practices in customer analytics?
• What are the key trends in customer analytics to plan for?
Thursday, 13 February, 2020 / 04:55 PM - 05:25 PM JST
Demystifying the DXP
Gene Phifer, Distinguished VP Analyst, Gartner
Digital experience platforms (DXPs) are a critical component to your digital business technology stack. DXPs provide a wide variety of digital experiences to a wide array of audiences. They not only deliver the current popular digital capabilities of web and mobile, but also provide a platform that will extend digital experiences to the next generation of channels, devices and modalities, including wearables, conversational AI (chatbots, Amazon Alexa, Google Home), augmented reality (AR), virtual reality (VR), and a long list of IoT and other connected technologies.
Friday, 14 February, 2020 / 08:20 AM - 09:05 AM JST
How to Measure and Build the Business Case for Customer Experience
Ed Thompson, Distinguished VP Analyst, Gartner
Most large organizations use over 50 different measures of customer experience and no two organizations use exactly the same metrics. Metrics matter because they are used to set targets, 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 measure the customer experience.
Friday, 14 February, 2020 / 11:30 AM - 12:15 PM JST
How to Build Better, More Enjoyable Customer Journeys
Michael Chiu, VP Analyst, Gartner
How do you improve customer journeys? This session will review frameworks to systematically audit your organization’s customer journeys and uncover improvement opportunities. It will explain how to diagnose your journeys for customer effort, unmet expectations, potential errors, pain points and others, and will share case studies of organizations which improved their customer journeys in these areas.
Friday, 14 February, 2020 / 01:30 PM - 02:15 PM JST
Omnichannel Customer Engagement: Is It Possible?
Gene Phifer, Distinguished VP Analyst, Gartner
Silos of customer engagement are common but must be addressed to achieve omnichannel customer engagement. These silos are created along boundaries of technology, brands, products, business units, geographic units, CRM pillars, among other things. The silos can't be knocked down, but they can be bridged. IT must bridge technology silos at the tiers of experience, process, knowledge and data, while influencing the organizational and cultural silos that exist. Is it possible to bridge these silos and achieve omnichannel customer engagement?
Thursday, 13 February, 2020 / 12:45 PM - 01:30 PM JST
How to Build a Voice-of-the-Customer Strategy to Achieve Your Customer-Experience Goals
Ed Thompson, Distinguished VP Analyst, Gartner
A CX strategy will not succeed without a supporting Voice-of-the-Customer strategy. The ability to use technology to collect, analyze and act upon diverse customer-feedback channels in a holistic way is critical but not enough. The objectives outlined in the CX strategy need to be within the VoC application and used to measure progress and cascade role-based tasks to employees across the entire organization. To succeed requires planning which types of customer feedback to collect, the skills needed to interpret the feedback and how to ensure action is taken.
Thursday, 13 February, 2020 / 03:10 PM - 03:55 PM JST
Advancing CX Analytics Maturity for Better Customer Experiences
Melissa Davis, VP 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 data and analytics leaders adopt?
Thursday, 13 February, 2020 / 03:10 PM - 03:55 PM JST
Ask the Expert: How Traditional Sales Organizations Can Innovate Sales Processes
Tad Travis, VP Analyst, Gartner
Under pressure of the competitive market conditions, decreasing and aging population, delivering differentiated offerings, many of Japanese traditional sales organizations strive to find new ways of selling, but it is not easy to realize due to a variety of reasons such as:
• Sales executives do not fully understand why and how to adopt new practices, processes and solutions.
• Sales managers do not know how to motivate, retain and grow their reps.
• Sales planning teams do not have enough expertise to create a new sales scheme.
• Sales reps are not willing to make use of new technologies without any specific reasons.
• IT leaders supporting sales do not have enough knowledge about sales technologies and their future.
In this session, we will answer your questions on these topics and best practices for better customer experience and eventually for better business results.
Thursday, 13 February, 2020 / 03:10 PM - 03:55 PM JST
Without Great Employee Experience, You Can Forget Great Customer Experience
Gene Phifer, Distinguished VP Analyst, Gartner
The key to great customer experience (CX) is an engaged employee base focused on customer service. In other words, in order to have great CX, you must have great EX. Learn how leading enterprises are delivering powerful and compelling employee experiences, and the models, methodologies and technologies necessary for great EX.
Friday, 14 February, 2020 / 11:30 AM - 12:15 PM JST
Five Emerging Technologies That Will Impact the Future of Customer Experience
Don Scheibenreif, Distinguished VP Analyst, Gartner
Technology is becoming a critical component of customer experience initiatives. In this session, we explore the key emerging technologies and trends most likely to impact customer experience projects over the next three years and what CX leaders can do to lead their organizations to prepare and thrive.
Friday, 14 February, 2020 / 01:30 PM - 02:15 PM JST
How to Improve Customer Experience and Engagement With Real-Time Continuous Intelligence?
Melissa Davis, VP Analyst, Gartner
The growth of digital business and increased customer expectations are elevating the importance of real-time, contextualized customer experiences for competitive advantage. This session will cover the emerging practice of "always on" continuous intelligence in the customer engagement hub to prescribe the right action at the right time based on the most relevant business moment.
Friday, 14 February, 2020 / 03:40 PM - 04:25 PM JST
Proven Techniques to Improve CRM Sales Adoption
Tad Travis, VP Analyst, Gartner
Despite large investments in CRM sales and SFA technologies, sales organizations are often disappointed with their adoption levels and ROI. Join us to understand the symptoms and causes of adoption challenges, and learn proven techniques that turn around low adoption levels.
Thursday, 13 February, 2020 / 12:45 PM - 01:30 PM JST
How to Use AI to Create the Customer Experience of the Future
Brian Manusama, Sr Director Analyst, Gartner
This session will look at how organizations should use AI-enabled tools to create smarter marketing, customer support and sales experiences and thus supercharge the customer journey of the future. We will explore the importance of using AI and conversational platforms to create the customer experience of the future, and we will show how to leverage AI tools to differentiate yourself and future-proof yourself in a world of hyperintelligent customer services and sales applications.
Friday, 14 February, 2020 / 08:20 AM - 09:05 AM JST
Plan for the Digital Future — The Revolution in CRM Technologies and Their Impact on Your Customer Strategy
Nadine LeBlanc, Sr Director Analyst, Gartner
More and more organizations see CRM technologies as a strategic asset that often requires multi-million investments in annual license costs and services. This presentation explores the business, technology and adoption trends that will dominate the CRM application environment in the next five years, the changes we foresee in CRM technology, architectures, delivery methods as well as the vendor landscape, and their impact to your CRM strategy.
Friday, 14 February, 2020 / 11:30 AM - 12:15 PM JST
Transform Your Sales Organization by Building a Better Sales Technology Roadmap
Tad Travis, VP Analyst, Gartner
Throwing money and technology at your sales processes alone does not improve sales execution. Gartner research finds that the average company spends an estimated $1M USD per year on their sales technology program, but 38% of companies fail to achieve revenue growth from that spend. Join this session to learn how to build a roadmap that aligns your technology plans with your business objectives.
Friday, 14 February, 2020 / 01:30 PM - 02:15 PM JST
The Present and Future of Artificial Intelligence
Brian Manusama, Sr Director Analyst, Gartner
Artificial intelligence adoption has entered the mainstream, but most organizations are in the early stages, and still developing their strategy and governance. Get a sense of where you stand and where the industry will progress to support customer experience.
Friday, 14 February, 2020 / 03:40 PM - 04:25 PM JST
Add Real-Time Capability in Your Customer Engagement Hub to Deliver Continuous Experience
Nadine LeBlanc, Sr Director Analyst, Gartner
Digital business and elevated customer expectations drive the importance of real-time, contextualized customer experiences across the customer journey. By 2022, more than half of all major new business systems will incorporate continuous intelligence using real-time context data to improve decisions. This session introduces you to the customer engagement hub (CEH) as a core technology foundation for your digital business strategy, and how you could add real-time capability to drive continuous experience.
Friday, 14 February, 2020 / 03:40 PM - 04:25 PM JST
Ask the Expert: How Chatbots Provide Real Value for Your Customers and Your Organization
Brian Manusama, Sr Director Analyst, Gartner
Can chatbots create a more personal experience for your customers? This session will answer questions on how chatbots can improve the customer experience and, more importantly, help you determine if chatbots are the right move for your organization at this time. We will discuss topics like:
• Will your customers accept chatbots?
• What are the best practices for implementation?
• What is the expected evolution for chatbots?
Please note: Reserved for end users only. Preregistration required.
Thursday, 13 February, 2020 / 02:35 PM - 04:05 PM JST
Workshop: How You Can Drive a Culture of Customer Centricity?
Ed Thompson, Distinguished VP Analyst, Gartner
Customer experience (CX) is among the top-5 priorities for executives including the CEO and CIO. But how can you contribute to CX and drive a customer-centric culture? In this workshop we’ll explore the options you have to influence and drive a customer-centric culture，discuss challenges， and help you develop a checklist of actions to engage your organization.
Friday, 14 February, 2020 / 01:20 PM - 02:50 PM JST
Workshop: Creating a CX Strategic Plan
Michael Chiu, VP Analyst, Gartner
Organizations new to CX often tell us their No. 1 challenge is in developing an effective customer experience strategy. A strategy decides which choices are made to achieve an organizations goals. It states where the company will play, how it will win and what capabilities it will need to succeed. This workshop focuses on a series of exercises to help CX leaders to develop their CX strategy. Attendees should come prepared to participate in interactive team exercises. Session available to end users only, preregistration is required.
