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
Kensuke Kawabe
Sr Director Analyst
Kensuke Kawabe is a Senior Director, Analyst with Gartner Research and Advisory in Japan. Mr. Kawabe focuses on customer relationship management and customer experience management, mainly for Japanese clients. As a region-specific analyst, he represents all areas relating to CRM and customer experience management, including marketing, sales, customer support and digital commerce.
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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 / 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 / 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 / 04:40 PM - 05:25 PM JST
Gartner Closing Keynote
This closing keynote session will wrap up all the sessions and recap the key take-aways for Japanese CX leaders.