Nadine LeBlanc

Nadine LeBlanc

Sr Director Analyst
Nadine LeBlanc is a Senior Director in Gartner Research part of the Customer Experience team including the CRM Customer Engagement Center Magic Quadrant and Critical Capabilities. Mrs. LeBlanc focuses on customer strategies and technologies with an emphasis on customer service and emerging engagement channels. She specializes in supporting the journey to enterprisewide CRM from roadmap to implementation for organizations of all sizes. Mrs. LeBlanc contributes to Midsize Enterprise (MSE) research including nonprofit organizations. She also explores the use of blockchain for customer applications as a member of Gartner's blockchain Center of Excellence.
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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

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 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

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|Friday, 14 February, 2020 04:25 PM
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.

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