Gartner Customer Experience & Technologies Summit - Cancelled

7 – 9 June 2020 | London, UK

Cancellation of Gartner Customer Experience & Technologies Summit 2020 in London

Due to ongoing concerns about the coronavirus (COVID-19), Gartner has decided to cancel the Gartner Customer Experience & Technologies Summit, scheduled to take place in London, 8 - 9 June 2020.

Ensuring the health and safety of our customers and employees is our highest priority. Therefore, out of an abundance of caution, we believe this is the right decision given the evolving public health risks.

We have contacted all registered attendees, exhibitors, and partners with details for their individual situations. If you were registered for the conference and need additional assistance, please contact us at

Improve CX with the latest trends on customer experience management

Customer experience (CX) management is at the top of CEOs’ agenda and the core part of organization’s digital transformation program. Leaders across every part of the organization are claiming to place experience at the center of their strategies, but very often the perceptions of “good” customer service vary greatly between organizations and their customers.

Therefore, selecting the right customer experience technologies and new business models that deliver seamless CX, and effective use of data are critical elements of your end-to-end CX strategy, to gain customer trust and achieve desired business goals.

Customer experience insight

Interact with more than 700 of your peers to gain firsthand insight from those facing challenges similar to yours. Leave the conference with recommendations from other CX leaders.

How-to guidance 

Get answers to your questions surrounding critical customer experience competencies with 25+ Gartner experts, guest speakers and peers.

Future of customer experience 

Together, we explore the strategies that CX leaders need to build the foundations, accelerate innovation and drive transformation.

The Gartner difference

Gartner is the world’s leading research and advisory company. We equip leaders and their teams in every major business function with the indispensable insights, advice and tools to achieve their mission-critical priorities today and build the successful organizations of tomorrow. Across every industry and enterprise size, Gartner provides the expertise needed to tackle your key initiatives, stay ahead of competition and grow your organization’s value.

Calling all CX leaders

Are you looking to build a customer centric culture in your organization?

At Gartner Customer Experience & Technologies Conference, you’ll interact with Gartner CX research experts, CX leaders across industries and solution providers to master your CX leadership role with research-backed sessions to help:

  • Business customer experience leaders
  • Customer data and analytics managers
  • Customer relationship management (CRM) leaders
  • Customer service and support managers
  • Customer experience product line owner
  • Director of customer strategy
  • Heads of CX
  • IT customer experience leaders
  • Marketing leaders focusing on CX projects

Topics at a Glance

Customer Experience leaders have a critical role to play in the organization to stay relevant in a continuously competitive market space. At Gartner Customer Experience & Technologies Summit 2020, you will get a full view of the customer experience world: what's relevant, what's new and what does the future hold.


CX Vision and Strategy

Get your foundation right and develop a Voice-of-the-Customer strategy that drives financial values and digital transformation.

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Technology Trends in CRM and CX

Understand the business impact of innovations and which to prioritize to support future digital business models.

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Customer Service Process Optimization

Explore the future of customer service and support in a multichannel environment.

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CX Metrics and Business Case

Discover key metrics to measure and build a business case to get executive support for your CX projects.

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Customer Trust

Be trustworthy and conquer the new battleground for customer loyalty while balance between personalization and privacy.

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AI and Machine Learning

Leverage AI and real-time capabilities in CRM and self-service for improved business outcome.

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Employee Experience

Engage and empower your employees by developing a CX-driven culture across your organization.

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Customer 360

Create a single view of customer to better optimize the customer journey and prioritize omnichannel investments.

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Customer Data and Analytics

Learn how to improve customer data quality and measure analytics maturity to deliver greater customer experiences.

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