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Gartner Customer Experience & Technologies Summit 2019 22 - 23 May / London, UK

Discover latest insights on Customer Strategy.

Customer experience (CX) is at the top of every business’ priority list. It concerns the CEO, the CMO and even the CIO. Emerging technology, changing consumer needs and effective use of customer data are all critical elements when ensuring your CX strategy is as powerful as possible in a competitive and digital landscape.

 

The CX evolution continues as organizations move up the CX maturity model. There is a need for a solid return on the CX investments that have been made and it’s paramount to be able to show return to the business through customer metrics, analysis and customer data. 

 

In the 2019 agenda, we will support you in every stage of your CX journey. We recognize that Customer Experience is an organization-wide initiative, thus our focus will be on both the business and the IT sides of the organization.

Meaningful networking

Interact with more than 700 of your peers to gain firsthand insight from those facing similar challenges to yours.

How-to guidance

Pose tough questions and hear the latest research and recommendations from 20+ Gartner analysts, guest experts and peers.

Real-world solutions

Explore the latest technologies changing the CX landscape. Meet face-to-face with knowledgeable representatives.

Get the latest information. 

Sign up for agenda updates, early-bird offers and more.

 

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2019 Agenda Released!

The 2019 agenda has just been released. Take a look at what we will be covering in May!

Track A
 
Building Foundation
This track will help you kick-start your CX initiatives in all aspects of your organization. We will examine how to build and maintain a customer vision and strategy, whether customers are consumers. businesses or whether delivery is direct or indirect. We will then explore how to measure, govern and architect the technology needed to support that strategy. This track also features the impact of your strategy on your organization and departments, as well as individual employees. This track will then explore the path of the cultural change to a fully customer-driven organization.
 
 
Track B 
 
Powering Innovation
After taking the first steps in your CX initiatives, this track is focussed on embracing new emerging technologies and digital design capabilities to deliver AI-powered CX, as well as more personalized customer journeys. This track will also take a closer look at customer analytics and how to deliver the dream of a customer 360 view, including those initiatives you need to think about regarding the overall employee experience.
 
 
Track C
 
Driving Transformation
Many organizations are on their digital transformation journey, and some have been for a number of years. As you make progress with your CX initiatives, you also need to ensure your customer strategy is future proof. Digital Business is driving an overall business model change and this track will examine how to re-architect your CX technologies for the success of the digital business.
Track D
 
Gaining Trust
Around the world, customer experience quality has largely stalled. Multiple data sources show that customer confidence is up, spending is up, and expectations are rising as consumers interact with brands more than ever. But the data also shows that trust in companies has dropped precipitously. This track will discuss data capturing, access to data, authenticity, transparency, and accountability, AI Ethics and the importance of Customer Success to (re)gain trust.

Don’t miss these hot topics in 2019!

CX Vision and Strategy

Customer-Centricity

Customer Data & Analytics

Customer Metrics

Culture and People

Voice of the Customer

Artificial Intelligence in CX

CX Solutions & Supporting Architecture

Prepare to be inspired.

Our roster of guest keynotes, experienced practitioners and Gartner analysts are the experts in their areas of focus.
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Ed Thompson

VP Distinguished Analyst
Gartner
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Jim Davies

Research Director
Gartner
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Olive Huang

Research VP
Gartner
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Brian Manusama

Research Director
Gartner

Find solutions for your most pressing customer needs.

Join us in London!

Accommodations

Accommodations

 

Park Plaza Westminster Bridge London

Getting Here

Getting Here

 

Located in Westminster, London, just over the bridge from the Houses of Parliament