Speaker bio

Michael Chiu

Michael Chiu

VP Analyst
Michael Chiu is a Vice President, Analyst at Gartner focused on customer experience (CX) for IT leaders. Mr. Chiu researches on best practices, strategy, planning, management and measurement in terms of CX, and works with clients to identify and launch initiatives to enhance their CX. He also helps clients use management tools like customer journey maps, personas, voice-of-the-customer research, surveys and strategic plans to determine how their CX can generate higher satisfaction, loyalty and advocacy.
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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

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.

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 / 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.

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