Ed Thompson

Ed Thompson

Distinguished VP Analyst
Edmund (Ed) Thompson is a Distinguished VP Analyst in Gartner Research & Advisory. Mr. Thompson’s research focuses on customer experience management and customer relationship management (CRM).
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Tuesday, 12 November, 2019 03:15 PM|Tuesday, 12 November, 2019 04:00 PM
How ContinuousNext Will Impact the Future of Customer Experience

ContinuousNext is a formula for success in a world that is constantly changing . In this session,we explore the imperatives of ContinuousNext: (privacy, augmented intelligence, digital product management, culture, and digital twins),how they will impact the future of Customer Experience, and what CIOs can do to lead their organization to prepare and thrive.

Thursday, 14 November, 2019 10:30 AM|Thursday, 14 November, 2019 11:15 AM
Three Bold Strategies for Customer Experience Victory

The foundations of successful CX initiatives require coordination, direction and accountability. To get ahead requires contradicting conventional wisdom by not correlating data, innovating or delighting customers. But to get to the top requires making much more radical and transformative decisions. This presentation looks at three bold strategies to become the simplest, quickest or most focused.

Hear it first at Gartner IT Symposium/Xpo™