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
Nadine LeBlanc
Sr Director Analyst
Nadine LeBlanc is a Senior Director Analyst in Gartner Research and Advisory. Her research focuses on customer experience (CX) and customer engagement strategies and technologies including customer service and support (CSS). She specializes in supporting the journey to enterprisewide CRM from roadmap to implementation for organizations of all sizes. She also explores the use of blockchain for customer applications as a member of Gartner's blockchain Center of Excellence. Mrs. LeBlanc is author of the Magic Quadrant for CRM Customer Engagement Centers and the Market Guide for Digital Customer Service.
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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
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 / 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.