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.
Speaker bio
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 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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Thursday, 13 February, 2020 / 09:15 AM - 10:15 AM JST
Gartner Keynote (Japan): Leading Customer Experience When the Stakes Are High
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.
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.