Improving customer experiences and relationships is one of the largest drivers of analytic adoption. Despite an increasing number of organizations leveraging AI techniques, few have rethought their approach to customer relationships. Join this session to learn how organizations can use these tools to improve customer intimacy.
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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Tuesday, 04 April, 2023 / 02:00 PM - 02:30 PM JST
AI and Customer Analytics — Now and Next
Wednesday, 05 April, 2023 / 04:15 PM - 04:45 PM JST
Customer Data Platforms (CDPs): Beyond Marketing — Leveraging Customer Data to Elevate CX
CDPs were created for marketers to be managed by marketers, but in many cases have not fulfilled the promise of unifying customer data to improve customer experience. In this session, we will cover how to get the most value from CDPs, how organizations have leveraged CDPs across the enterprise beyond marketing and best practices in organizing the right teams for success.