View By:

Agenda / Day

Thursday, 13 February, 2020 08:45 AM|Thursday, 13 February, 2020 05:25 PM

Registration

Thursday, 13 February, 2020 09:15 AM|Thursday, 13 February, 2020 10:15 AM

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

Don Scheibenreif, Distinguished VP Analyst, Gartner

Michael Chiu, Sr Director Analyst, Gartner

Nadine LeBlanc, Sr Director Analyst, Gartner

Kensuke Kawabe, Sr Director Analyst, Gartner

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 10:30 AM|Thursday, 13 February, 2020 11:30 AM

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

Yoshinori (Yoshi) Fujikawa, Associate Vice President | Hitotsubashi University / MBA Program Director & Associate Professor | Hitotsubashi ICS,

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 11:45 AM|Thursday, 13 February, 2020 12:30 PM

One-Stop Digital Business Apps for the Mobile Era

Raghavendra Ramesh, Relationship Manager, Sales, Moxtra Inc.

Nikhita Iyar, Business Strategy, Marketing, Moxtra Inc.

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 11:45 AM|Thursday, 13 February, 2020 12:30 PM

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

Shingo Kosaka, Regional partner manager Japan, Global channels, Acquia Japan G.K.

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

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 12:45 PM|Thursday, 13 February, 2020 01:30 PM

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 12:45 PM|Thursday, 13 February, 2020 01:30 PM

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 12:45 PM|Thursday, 13 February, 2020 01:30 PM

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 01:45 PM|Thursday, 13 February, 2020 02:30 PM

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

Shinobu Miyahara, Head of Business Development / Product Manager, PLAID,inc.

Junichi Yoshida, Business Designer, NRI digital, Ltd.

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 01:45 PM|Thursday, 13 February, 2020 02:30 PM

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

Hiroyasu Lee, Director, Customer Operations Solution Sales, ServiceNow Japan K.K.

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 02:30 PM|Thursday, 13 February, 2020 03:10 PM

Exhibit Showcase Hour

Thursday, 13 February, 2020 02:35 PM|Thursday, 13 February, 2020 04:05 PM

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 03:10 PM|Thursday, 13 February, 2020 03:55 PM

Advancing CX Analytics Maturity for Better Customer Experiences

Melissa Davis, Sr Director 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?

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 03:10 PM|Thursday, 13 February, 2020 03:55 PM

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.)

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 03:10 PM|Thursday, 13 February, 2020 03:55 PM

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

Theodore 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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 03:10 PM|Thursday, 13 February, 2020 03:55 PM

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 04:10 PM|Thursday, 13 February, 2020 04:40 PM

If you want to improve CX, increase EX!

Shinsuke Terazawa, CEO, Thankit Co., Ltd.

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 04:55 PM|Thursday, 13 February, 2020 05:25 PM

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 04:55 PM|Thursday, 13 February, 2020 05:25 PM

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 04:55 PM|Thursday, 13 February, 2020 05:25 PM

What You Need to Know About Customer Analytics

Melissa Davis, Sr Director 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?

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Thursday, 13 February, 2020 04:55 PM|Thursday, 13 February, 2020 05:25 PM

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 08:00 AM|Friday, 14 February, 2020 05:25 PM

Registration

Friday, 14 February, 2020 08:20 AM|Friday, 14 February, 2020 09:05 AM

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 08:20 AM|Friday, 14 February, 2020 09:05 AM

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 09:15 AM|Friday, 14 February, 2020 10:15 AM

Guest Keynote: Paradigm Shift in Baseball Fan Experience

Jun Ikeda, First president of Yokohama DeNA BayStars, Chairman of Saitama Sport Commission, Sports Business Innovator

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 10:25 AM|Friday, 14 February, 2020 11:20 AM

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

Hiroyasu Lee, Director, Customer Operations Solution Sales, ServiceNow Japan K.K.

Yuki Takayama, Area Director, Solution Specialist Sales, ServiceNow Japan K.K.

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 10:30 AM|Friday, 14 February, 2020 11:15 AM

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

Wataru Hisanaga, associate manager, Sansan Solution promotion department, Sansan, Inc.

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 10:30 AM|Friday, 14 February, 2020 11:15 AM

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

Shinya Tanaka, Director, Dentsu Isobar Inc.

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 11:30 AM|Friday, 14 February, 2020 12:15 PM

How to Build Better, More Enjoyable Customer Journeys

Michael Chiu, Sr Director 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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 11:30 AM|Friday, 14 February, 2020 12:15 PM

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 11:30 AM|Friday, 14 February, 2020 12:15 PM

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

Hiroki Iwasa, Representative Director & CEO, GRA INC.

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 11:30 AM|Friday, 14 February, 2020 12:15 PM

Transform Your Sales Organization by Building a Better Sales Technology Roadmap

Theodore 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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 12:30 PM|Friday, 14 February, 2020 01:15 PM

Impact of mobile technology on CX strategy

Tomohisa Takahashi, Marketing Division, Yappli, inc.

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 12:30 PM|Friday, 14 February, 2020 01:15 PM

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

Masaru Hayase, Sr. Account Manager, Ab Initio Software KK

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 12:30 PM|Friday, 14 February, 2020 01:15 PM

Organization Development to improve CX

Shinsuke Terazawa, CEO, Thankit Co., Ltd.

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 01:20 PM|Friday, 14 February, 2020 02:50 PM

Workshop: Creating a CX Strategic Plan

Michael Chiu, Sr Director 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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 01:30 PM|Friday, 14 February, 2020 02:15 PM

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

Melissa Davis, Sr Director 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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 01:30 PM|Friday, 14 February, 2020 02:15 PM

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 01:30 PM|Friday, 14 February, 2020 02:15 PM

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

Yuya Ishiwata, Head of public relations, STRIPE INTERNATIONAL Inc.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 01:30 PM|Friday, 14 February, 2020 02:15 PM

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?

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 02:15 PM|Friday, 14 February, 2020 02:55 PM

Exhibit Showcase Hour

Friday, 14 February, 2020 02:55 PM|Friday, 14 February, 2020 03:25 PM

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

Kengo Harada, Founder and CEO, Exture,inc

Keiko Watanabe, CEO, BICP DATA INC.

"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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 02:55 PM|Friday, 14 February, 2020 03:25 PM

coming soon

Takuo Komai, President, NEOREX Co.,Ltd.

coming soon

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 03:40 PM|Friday, 14 February, 2020 04:25 PM

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 03:40 PM|Friday, 14 February, 2020 04:25 PM

Proven Techniques to Improve CRM Sales Adoption

Theodore 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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 03:40 PM|Friday, 14 February, 2020 04:25 PM

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 03:40 PM|Friday, 14 February, 2020 04:25 PM

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

Hiroshi Kameyama, VP of Starbucks Technology, Starbucks Coffee Japan

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Friday, 14 February, 2020 04:40 PM|Friday, 14 February, 2020 05:25 PM

Gartner Closing Keynote

Kensuke Kawabe, Sr Director Analyst, Gartner

This closing keynote session will wrap up all the sessions and recap the key take-aways for Japanese CX leaders.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Registration is closed