Explore about CX vision, strategy and more from Gartner Customer Experience & Technology Summit 2020

Thursday, 13 February, 2020 / 07:30 AM - 08:30 AM JST

テスト用ダミーセッション(test)

ひらがなカタカナ漢字。、(test)

Thursday, 13 February, 2020 / 08:45 AM - 05:25 PM JST

Registration

Thursday, 13 February, 2020 / 09:15 AM - 10:15 AM JST

Gartner Keynote (Japan): Leading Customer Experience When the Stakes Are High

Customer experience leaders will face a number of high-pressure situations in the course of their career. In this Keynote, we will provide practical advice to navigate those situations. We’ll also share some exciting emerging technologies and trends that will set up CX leaders to succeed in 2020 and beyond.

Thursday, 13 February, 2020 / 10:30 AM - 11:30 AM JST

Guest Keynote: New Lenses on Value Creation: Management Logic in the Post-Digital Era

This session asks you to reflect on the "lenses" with which you unknowingly see the world, looking at major global trends and discussing the value-creating lenses. The objective is to find an optimal business logic in the post-digital era by wearing and removing various lenses throughout the session.
Firstly, this session will explain global changes happening every few decades with three keywords: SHIFT (the world shifting towards Service Economy), MELT (industry boundaries disappearing away), and TILT (the world’s economic center of gravity moving to the Southern Hemisphere).
Secondly, it will discuss world-leading cases of value creation in such a rapidly changing environment to understand the underlying logic through the lenses of new business theories such as SDL, Service-Dominant Logic, and MSP, Multi-sided Platform.
This session also presents emerging “post-digital” lenses such as OMO, Online Merges with Offline, which shift you from adopting online engagement premised on an offline world to adapting to an offline environment based on the online world.
Finally, you will be asked to try those SDL, MSP, and OMO lenses and find out what opportunities and issues might bring to your organization.

Thursday, 13 February, 2020 / 11:45 AM - 12:30 PM JST

One-Stop Digital Business Apps for the Mobile Era

How to make your own mobile app, the one-stop destination to do business with your clients.
See how some of the worlds largest banks, construction firms, event planners, and many more industry verticals leverage Moxtra’s Platform to ensure - Clients on the move and various teams working with them are updated with the right information in real time, all from — their own branded one stop business app.

Thursday, 13 February, 2020 / 11:45 AM - 12:30 PM JST

The Forefront of CX-Customer Experience Management and Platform Strategy for Companies-[*Japanese Only]

Learn about the platforms companies need to take to provide the unified customer experience expected at every point of contact with the latest examples.

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

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 / 12:45 PM - 01:30 PM JST

How to Use AI to Create the Customer Experience of the Future

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.

Thursday, 13 February, 2020 / 12:45 PM - 01:30 PM JST

What Japanese CX Leaders Need to Know for Success

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 / 01:45 PM - 02:30 PM JST

How to Achieve both CX and EX in BtoB Companies [*Japanese Only]

Improving Customer Experience, CX, is the top priority for many BtoB companies. To achieve that, improving Employee Experience, EX, is mandatory. In this session, you will learn how the enterprise BtoB companies are reimaging both CX and EX, and the methodologies and technologies.

Thursday, 13 February, 2020 / 01:45 PM - 02:30 PM JST

Introducing DX practices starting from CX along with customer cases [*Japanese Only]

Transforming your business digitally requires understanding what your customers really want and redefining your business with them. Introduces how to improve the customer experience with the CX platform "KARTE" and how to implement analytics to deepen customer understanding with customer cases.

Thursday, 13 February, 2020 / 02:30 PM - 03:10 PM JST

Exhibit Showcase Hour

Thursday, 13 February, 2020 / 02:35 PM - 04:05 PM JST

Workshop: How You Can Drive a Culture of Customer Centricity?

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.

Thursday, 13 February, 2020 / 03:10 PM - 03:55 PM JST

How Should Organizations Deal With Privacy Risk in Japan

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 / 03:10 PM - 03:55 PM JST

Ask the Expert: How Traditional Sales Organizations Can Innovate Sales Processes

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

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.

Thursday, 13 February, 2020 / 03:10 PM - 03:55 PM JST

Advancing CX Analytics Maturity for Better Customer Experiences

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 / 04:10 PM - 04:40 PM JST

If you want to improve CX, increase EX!

If Customer Satisfaction and Employee Satisfaction are correlated, isn't Customer eXperience and Employee eXperience are also correlated? Can technology support the 15 second of Moment of Truth?Can Customer eXperience created by technology? Non, 15 second of Moment of Truth and Customer eXperience are created by rich Employee eXperience.

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

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

Demystifying the DXP

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.

Thursday, 13 February, 2020 / 04:55 PM - 05:25 PM JST

The CX Team Roles and Governance Needed to Deliver on a CX Initiative

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.

Friday, 14 February, 2020 / 08:00 AM - 05:25 PM JST

Registration

Friday, 14 February, 2020 / 08:20 AM - 09:05 AM JST

How to Measure and Build the Business Case for Customer Experience

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 / 08:20 AM - 09:05 AM JST

Plan for the Digital Future — The Revolution in CRM Technologies and Their Impact on Your Customer Strategy

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 / 09:15 AM - 10:15 AM JST

Guest Keynote: Paradigm Shift in Baseball Fan Experience

During his five years as the first president of Yokohama DeNA BayStars, a professional baseball team, the number of audiences increased from 1.1M to 1.94M and its non-consolidated revenue doubled from 5.2B yen to 11B yen, putting it in the black.
He implemented corporate branding, community-based branding, and thorough marketing strategies, and succeeded in increasing the number of fans by launching highly entertaining campaigns developed from the customer’s viewpoint, resulting in the successful reconstruction of the loss-making organization, which was once considered impossible.
In this session, Ikeda will share his stories behind the success and talk about the customer experience paradigm shift in baseball.

Friday, 14 February, 2020 / 10:25 AM - 11:20 AM JST

Increase Customer Experience by promptly liaising and sharing customer request with R&D and Customer Service [*Japanese Only]

We would like to held a round table by introducing our customer referneces;1) Increase CX by reducing response time to customer requests by means of Internal DX , 2)Improve product quality and Develop new product by liaising and sharing customer voice with R&D and Customer Service.

Friday, 14 February, 2020 / 10:30 AM - 11:15 AM JST

Creative Experience: The Evolution of CX [*Japanese Only]

As the importance of CX continues to rise, more businesses are now focusing on leveraging technology to deliver frictionless experiences at the expense of brand differentiation. We now stand at the threshold of the evolution of CX, powered by creativity to motivate consumers towards action.

Friday, 14 February, 2020 / 10:30 AM - 11:15 AM JST

The method of the data management for the improvement of CX and lifetime customer

In the recent, CX has been discussed as the required business challenge for the company. Based on our exprience, this seminar refers how the data base, supporting for the life time customer by collecting the data, is consisted.

Friday, 14 February, 2020 / 11:30 AM - 12:15 PM JST

Five Emerging Technologies That Will Impact the Future of Customer Experience

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 / 11:30 AM - 12:15 PM JST

How to Build Better, More Enjoyable Customer Journeys

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 / 11:30 AM - 12:15 PM JST

Transform Your Sales Organization by Building a Better Sales Technology Roadmap

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 / 11:30 AM - 12:15 PM JST

Case Study: A Successful Model of Agricultural Vertical Integration (*Japanese only)

The agricultural production corporation GRA has increased its competitive advantage by vertically integrating the whole value chain of R&D, cultivation, processing and retailing (cafes) of strawberries. This session will explore GRA’s strategies and tactics, taking the MIGAKI-ICHIGO brand which retails for 1000 yen (US$9) per piece for an example.

Friday, 14 February, 2020 / 12:30 PM - 01:15 PM JST

Impact of mobile technology on CX strategy

Smartphones have become an integral part of our lives. Leading companies are using technology aggressively, providing everything from data acquisition to experience through smartphones. In this session, we will introduce the advantages of in-house apps that are important in considering the CX strategy and mobile shift.

Friday, 14 February, 2020 / 12:30 PM - 01:15 PM JST

Organization Development to improve CX

What is needed to improve CX? Great marketing? Smart web? , Stylish UI / UX? , Brand Experience? Brian Tracy says that All business is up to people. In this session, I introduce how to create an organization that improves CX.

Friday, 14 February, 2020 / 12:30 PM - 01:15 PM JST

How To Build High Performance System Which Achieve Real-Time Customer Journey[*Japanese Only]

Building system which lead the each customer to opmitized journey immediately after their actions is not easy, but, possible. Telecom and finace Ab Initio users have been operating such real-time one-to-one action systems for their tens of milion customers. In this session, we'll introduce use cases and how to build such systems.

Friday, 14 February, 2020 / 01:20 PM - 02:50 PM JST

Workshop: Creating a CX Strategic Plan

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.

Friday, 14 February, 2020 / 01:30 PM - 02:15 PM JST

How to Improve Customer Experience and Engagement With Real-Time Continuous Intelligence?

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 / 01:30 PM - 02:15 PM JST

Omnichannel Customer Engagement: Is It Possible?

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?

Friday, 14 February, 2020 / 01:30 PM - 02:15 PM JST

The Present and Future of Artificial Intelligence

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 / 01:30 PM - 02:15 PM JST

Case Study: On The Front Line of Customer Experience: Value-Creating Organizations, Strategies, and Actions (*Japanese only)

Friday, 14 February, 2020 / 02:15 PM - 02:55 PM JST

Exhibit Showcase Hour

Friday, 14 February, 2020 / 02:55 PM - 03:25 PM JST

Together with Privacy Re-designing customer centric Customer Experience and how to apply technology [*Japanese Only]

"Privacy" is now a management issue. Company should redesign CX and way of data collection and utilization. This session will cover how to think about privacy friendly CX and technology.

Friday, 14 February, 2020 / 02:55 PM - 03:25 PM JST

coming soon

coming soon

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

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.

Friday, 14 February, 2020 / 03:40 PM - 04:25 PM JST

Add Real-Time Capability in Your Customer Engagement Hub to Deliver Continuous Experience

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

Proven Techniques to Improve CRM Sales Adoption

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.

Friday, 14 February, 2020 / 03:40 PM - 04:25 PM JST

Case Study: Technologies in Experience-Focused Business Models: Building upon the Success of Starbucks Reserve® Roastery Tokyo (*Japanese only)