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Monday, 08 June, 2020 07:00 AM|Monday, 08 June, 2020 05:00 PM

Gartner IT Summit Update

Due to ongoing concerns about the current outbreak of the coronavirus (COVID-19), Gartner has cancelled Customer Experience & Technologies Summit. We apologize for any inconvenience this may cause and we look forward to seeing you at an upcoming conference. If you need additional assistance, please contact GlobalConferences@gartner.com.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 07:30 AM|Monday, 08 June, 2020 08:00 PM

Conference Registration, Information and Concierge Hours

Registration, Information and Concierge hours for the day. Visit the Gartner Conference Concierge team to help you create a custom agenda and schedule meetings.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 09:00 AM|Monday, 08 June, 2020 10:00 AM

Gartner Opening Keynote: Leading CX When the Stakes Are High

Brian Manusama, Sr Director Analyst, Gartner

Don Scheibenreif, Distinguished VP Analyst, Gartner

Ilona Hansen, Sr Director Analyst, Gartner

As customer-centricity becomes increasingly important in an uncertain world, IT leaders supporting CX must understand their role in supporting organization transformation to deal with uncertainty and serve what Gartner calls the emerging Everything Customer. This keynote will provide practical guidance and inspiration for the future.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 10:00 AM|Monday, 08 June, 2020 10:30 AM

Refreshment Break

Join us for refreshments in a brief break between sessions.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 10:30 AM|Monday, 08 June, 2020 11:15 AM

Gartner Keynote: The ROI of Customer Experience — Building a Business Case for Customer-Centric Investments

Augie Ray, VP Analyst, Gartner

Many CX programs fail to attain or sustain the kind of commitment and budget they require. The problem is that too few CX leaders know the purpose of their CX program — the essential value it can deliver in terms of retention, growth and customer advocacy. This session will share a data-oriented approach to establishing the business value of your CX program.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 11:15 AM|Monday, 08 June, 2020 12:00 PM

Guest Keynote: The Neuroscience of Subjective Experience — What is Happening in the Customer’s Brain?

Susan Greenfield, Expert on the Human Mind and Renowned Brain Researcher,

Consciousness is the ultimate miracle, - and enigma. However most people take this subjective inner state for granted without ever reflecting on what could possibly be happening in their brain each day of their waking lives. We will explore this deeply fascinating question from the perspective of neuroscience, using a wide range of examples from daily life such as waking up, walking the dog, dreaming and experiencing pain to see how the following considerations are key to every waking moment of the customer experience: intensity and synergy of the senses, extent of pre-existing associations, and arousal levels. Although we will not solve the problem of how the water of objective brain mechanisms transforms into the wine of subjective consciousness, we shall end up with a much clearer idea of the combination of factors that drive, shape, and control it.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 12:00 PM|Monday, 08 June, 2020 01:30 PM

Networking Lunch

Join other attendees for lunch and take advantage of the opportunity to network and catch up on the day's activities so far.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 01:30 PM|Monday, 08 June, 2020 02:15 PM

Five Emerging Technologies That Will Impact the Future of Customer Experience

Gene Alvarez, Distinguished VP Analyst, Gartner

Gartner research identified the top emerging technologies that organizations expect will have the biggest impact on customer experience projects in the next three years. In this session, we will review those technologies, how they will shape CX, and what you can do to prepare.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 01:30 PM|Monday, 08 June, 2020 02:15 PM

More Is Less: Simplicity Drives Exceptional Customer Experiences

Ed Thompson, Distinguished VP Analyst, Gartner

Simplicity is at the heart of exceptional customer experiences. Simpler processes, interactions, user interfaces, product or service choices, channels for interacting and the data being used to deliver. This presentation explains the benefits and challenges in simplifying the customer experience using multiple examples.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 01:30 PM|Monday, 08 June, 2020 02:15 PM

What CX Leaders Need to Know About the Everything Customer

Don Scheibenreif, Distinguished VP Analyst, Gartner

Technology has created the Everything Customer. Customers want conflicting things at the same time — for example — to be connected and left alone. But how can you serve this type of customer effectively? In this presentation, we will explore the dynamics of customers and technology and what you can do to win with the Everything Customer.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 01:30 PM|Monday, 08 June, 2020 02:15 PM

Without Great Employee Experience, You Can Forget Great Customer Experience

Jim Davies, VP Analyst, Gartner

The key to great customer experience (CX) is an engaged employee base focused on customer service. In other words, in order to have great CX, you must have great EX. Learn how leading enterprises are delivering powerful and compelling employee experiences, and the models, methodologies and technologies necessary for great EX.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 01:30 PM|Monday, 08 June, 2020 02:15 PM

Innovate! Top 10 Trends Transforming Digital Commerce

Mike Lowndes, Sr Director Analyst, Gartner

Digital commerce market growth is expected to sustain double-digit CAGR growth for the next five years. Accordingly, CIOs and IT leaders report plans to grow internal budgets for digital commerce in support of delivering digital strategies central to business growth and often aligned with bigger digital business strategies. To meet rapidly evolving customer- experience expectations, innovation is essential in the digital commerce channel. This session provides an overview of the top 10 trends in digital commerce that IT leaders must consider in their strategic commerce portfolio of capabilities.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 01:30 PM|Monday, 08 June, 2020 02:30 PM

Roundtable: How to Use Customer Journey Mapping and Analytics for Improved CX

Jason Daigler, VP Analyst, Gartner

A facilitated roundtable discussion during which participants will learn from each other by sharing methods that their organizations use to develop customer journey maps, add journey analytics, and take action to improve customer experiences. Additional discussion topics will include sources of customer data and ownership/leadership for journey mapping and analytics projects.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 01:30 PM|Monday, 08 June, 2020 03:00 PM

Workshop: How to Build a B2B Customer Success Management to Drive Renewable Revenue

Maria Marino, Sr Director Analyst, Gartner

This workshop lays the foundation for establishing a B2B customer success management discipline. Topics and exercises include goal setting, resource allocation, defining a customer journey stage playbook, improving the customer experience and identifying signals to monitor customer health. How do I improve renewal rates? How do I help customers obtain value? How do I measure customer health?

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 02:30 PM|Monday, 08 June, 2020 03:00 PM

Solution Provider Sessions

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 03:00 PM|Monday, 08 June, 2020 03:30 PM

Refreshment Break

Join us for refreshments in a brief break between sessions.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 03:15 PM|Monday, 08 June, 2020 04:15 PM

Roundtable: SAP's C/4HANA CRM Products and Strategy

Ilona Hansen, Sr Director Analyst, Gartner

Currently, there is a lot of rumor about SAP’s C/4HANA CRM products and strategy in the market. In this session, participants can openly discuss under the moderation of our analyst to explore SAP’s CRM cloud technology stack and what is SAP’s strategy aiming for. Please note: Reserved for end users only. Preregistration required.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 03:30 PM|Monday, 08 June, 2020 04:15 PM

How to Leverage Customer Data Management Technologies for Better Customer Experiences

David Norrie, Sr Principal Analyst, Gartner

Adjacent, overlapping technologies for customer data management cause confusion among organizations as to which technology is optimal. This session will help CX leaders know the right customer data management components for organizing and sharing data for better CX. What is customer 360 and how can it be used to improve CX? What are the data management technologies used to manage customer data?

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 03:30 PM|Monday, 08 June, 2020 04:15 PM

The Buy/Own/Advocate Journey: A Framework for End-to-End Customer Journey Mapping

Augie Ray, VP Analyst, Gartner

Understanding the journey your customers want — not just the journeys you provide — is essential for identifying the key challenges and opportunities your CX program must address. Too many journey maps become “wall art” that drive little attention or action. Other journey maps miss the most vital opportunities for innovation. We will share the Gartner Buy/Own/Advocate journey framework that helps direct focus to your most pressing CX opportunities.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 03:30 PM|Monday, 08 June, 2020 04:15 PM

The Collaborative Customer Service Organization – Delivering Continuous Engagement at Every Touchpoint in the Organization

Steve Blood, VP Analyst, Gartner

Research tells us that increased collaboration has been the most positive result of participating organizations’ digital channel investments. This is also linked to a greater level of customer engagement and improved customer service metrics. Key to enabling increased employee collaboration are investments in digital workplace platforms. This session will look at the emerging styles of collaboration that can support customer services more effectively and how digital workplace platforms could support continuous customer engagement in support of the “Everything Customer”.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 03:30 PM|Monday, 08 June, 2020 04:15 PM

Top 5 Use Cases of Using AI to Enhance the Customer Experience

Brian Manusama, Sr Director Analyst, Gartner

In this session, we will look at the five most prominent use cases of how you can use artificial intelligence/machine learning to enhance the customer experience. AI and ML are used today to improve CX but which use cases should you consider first? Which ones are the most promising ones in order to deliver improved NPS, CSAT scores and customer engagement scores today? We will take a look at the five most lucrative AI use cases to improve CX in this session.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 03:30 PM|Monday, 08 June, 2020 04:15 PM

Why Every Organization Needs a Voice of the Customer Program

Jim Davies, VP Analyst, Gartner

Voice of the Customer scenario that explores the dimensions of what it is and how you go about running a program. With a focus on how this can provide business value through the prescriptive guidance it can provide.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 03:30 PM|Monday, 08 June, 2020 05:00 PM

Workshop: Design Thinking for Innovation

Jim Carolan, VP, Design, Gartner

Participants in this workshop will experience a hands-on introduction to the human-centered methods of Design Thinking. During each stage of Design Thinking experience how a designer’s mindset and methods for creativity generate breakthrough innovations. The application of Design Thinking continues to gain prominence as a strategic advantage for organizations disrupting static business models and expanding into new markets. Industry leaders such as Airbnb, Uber, Steelcase, IBM and McKinsey making significant investments in the methodology.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 04:30 PM|Monday, 08 June, 2020 05:00 PM

Solution Provider Sessions

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 04:30 PM|Monday, 08 June, 2020 05:15 PM

Ask the Expert: How to Use AI to Drive Digital Commerce Success

Jessica Ekholm, VP Analyst, Gartner

Digital commerce has a lot of use cases for AI. Organizations can leverage AI to improve CX and back-end operations. Come to the session to learn about those use cases and best practices for using AI in commerce. Please note: Reserved for end-users only. Preregistration required.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 05:15 PM|Monday, 08 June, 2020 05:45 PM

How to Market Your Customer Experience

Maria Marino, Sr Director Analyst, Gartner

CX teams often neglect to market the CX program, and marketers forget to include it in their messaging. "Marketing the CX" is vital for both employees and customers to drive awareness and understanding of the firm's commitment to CX and to increase their engagement. And for technology buyers who want to see the "after sale" experience before they buy, marketing and differentiating on the basis of CX is now required.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 05:15 PM|Monday, 08 June, 2020 05:45 PM

The Art of the One-Page Customer Experience Strategy

Ed Thompson, Distinguished VP Analyst, Gartner

The essence of a successful customer experience strategy is that it clearly answers three questions: Which customers are the focus, how the enterprise will win and what resources and capabilities will be needed to win. Too often strategy is confused with vision, plans and roadmaps - all of which are also important. There is a science to developing strategy, and there is an art. This session explores the art of strategic planning, helping attendees articulate CX's contribution to business success.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 05:15 PM|Monday, 08 June, 2020 05:45 PM

The Blueprint for Transforming to Digital Product Development

Jason Wong, VP Analyst, Gartner

Digital business is about the creation of new business models, typically built on digital products and platforms. To continuously deliver digital product innovation supporting CX, application leaders can use Gartner's blueprint to help transform the culture, skills, architecture, tools and quality capabilities of their development organizations.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 05:15 PM|Monday, 08 June, 2020 05:45 PM

Privacy and Personalization: The Current State (of Organizational Endeavors)

Penny Gillespie, VP Analyst, Gartner

Organizations must understand the balance between privacy and personalization to effectively engage customers. Learn where other companies are in their endeavors to personalize customer experiences and manage privacy concerns based on Gartner’s primary research (Feb 2020). Determine whether you are ahead or behind the pack and how to fill the gap(s).

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 05:15 PM|Monday, 08 June, 2020 05:45 PM

CRM Industry Solutions — What's Happening in the Market

Julian Poulter, Sr Director Analyst, Gartner

As technology matures many vendors expand their offerings to fit niche vertical industries. Other vendors differentiate by being industry specialists. This presentation looks at the state of the CRM technology vendors and which vendors are covering which industries and what does an industry solution comprise.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Monday, 08 June, 2020 05:45 PM|Monday, 08 June, 2020 07:30 PM

Networking Reception

Join us for the networking reception in the Exhibit Showcase to relax and unwind after the day's sessions. Refreshments will be served.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 07:30 AM|Tuesday, 09 June, 2020 04:00 PM

Conference Registration, Information and Concierge Hours

Registration, Information and Concierge hours for the day. Visit the Gartner Conference Concierge team to help you create a custom agenda and schedule meetings.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 08:00 AM|Tuesday, 09 June, 2020 08:45 AM

Stop Thinking Omnichannel and Start Doing Multiexperience

Jason Wong, VP Analyst, Gartner

Channels are inside-out thinking; and omnichannel thinking does not address the customer experience from outside-in. Omnichannel aims to address “where” users interact, but it does not take into account “how” they want to interact. For digital customer journeys, where engagement across apps, devices and interaction modalities is common, a multiexperience mindset is needed.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 08:00 AM|Tuesday, 09 June, 2020 08:45 AM

Leverage Customer Journey Mapping and Analytics for Superior CX

Jason Daigler, VP Analyst, Gartner

Today’s customer is no longer loyal to individual channels. The challenge of linking together a series of discrete data points into a single, unified, meaningful journey is fundamental to delivering a strong relationship and customer experience. What are the business benefits of understanding the “customer journey”? What are the best practices in the creation of customer journey maps and analytics? How can you apply customer journey maps and analytics to create better customer experience?

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 08:00 AM|Tuesday, 09 June, 2020 08:45 AM

Ask the expert: CRM Markets — What is Happening and What Do I Do About It?

Julian Poulter, Sr Director Analyst, Gartner

Looking at the global CRM industry, currently worth a massive $48billion, we find that it is not a market but a large collection of distinctly different markets. In this presentation we will go through: What are the key trends we are seeing, and how do these vary by vendor, region, industry and software segment? We will use Gartner's market share survey and software forecasts to delve deeper, but what do these forecasts mean, and what is happening with SaaS, multi cloud digital transformation deals. Furthermore we will explore what is happening with marketplaces like Salesforce's AppExchange and we will look at how much organizations spend on CRM, CX and services.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 08:00 AM|Tuesday, 09 June, 2020 08:45 AM

Use AI to Create a Better B2B CX

Ilona Hansen, Sr Director Analyst, Gartner

AI technologies are providing deep insights into long-winded B2B sales processes but also support the automation of business process steps across customer facing teams. But moreover, it will have a great impact on B2B revenue growth. This session looks into current AI technologies on a high level across three customer facing departments, its use cases, and their impact on B2B organizations customer experience.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 08:00 AM|Tuesday, 09 June, 2020 08:45 AM

Winning With Gen Z

Michael Chiu, Sr Director Analyst, Gartner

How do the next generation of young people — Gen Z — differ from the previous generation of Millennials? What global and local values define them, what platforms are they drawn to, and what brands are winning the battle to attract and engage with them? To future-proof your business, marketers must increase their understanding of this next generation. This session will share how the best-in-class brands are targeting the Gen Z cohort using digital channels to strengthen brand awareness, fuel conversion and foster loyalty.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 08:00 AM|Tuesday, 09 June, 2020 08:45 AM

Design Your CRM Applications to Support Future Digital Business Models

Business model change has always had an impact on CRM applications. However, Gartner receives an increasing number of inquiries from its clients on digital business model change and the focus on customer centricity under these new business models. It is now even more critical to look at CRM applications for the next five years and how they should evolve to support these new business models.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 08:00 AM|Tuesday, 09 June, 2020 09:30 AM

Workshop: Storytelling

Hank Barnes, Distinguished VP Analyst, Gartner

To make ideas stick, whether internally or with customers, you need a story. This workshop will introduce a proven approach to storytelling that builds the case, and support, for change. Attendees will create their own stories and refine them through collaborative feedback among the group and the moderator.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 09:00 AM|Tuesday, 09 June, 2020 09:30 AM

Magic Quadrant for Contact Center as a Service (CCaaS)

Steve Blood, VP Analyst, Gartner

A marketplace theatre look at the players in the CCaaS Magic Quadrant, and what to look for when selecting a provider.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 09:00 AM|Tuesday, 09 June, 2020 09:30 AM

Ten Surprising Ways to Participate in Ecosystems to Drive Better Customer Experiences

Nadine LeBlanc, Sr Director Analyst, Gartner

The future of the customer engagement center will revolve around supporting broader ambitions and ecosystems. Gartner uses long-range scenario planning techniques to envision the next generation of customer engagement centers. Organization should conduct a self-assessment to acknowledge which type of customer service scenarios they are most likely to use (or want to use) in 2025.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 09:00 AM|Tuesday, 09 June, 2020 09:30 AM

Design Your Customer Engagement Hub to Deliver Continuous Experience Throughout Customer Life Cycle

Gene Alvarez, Distinguished VP Analyst, Gartner

Digital business and elevated customer expectations drive the importance of real-time, contextualized customer experiences. Building a customer engagement hub is inherently complicated, and is virtually always created within a preexisting (“brownfield”) application portfolio, encompassing multiple legacy applications with various stakeholders. This session introduces you to the CEH and how you could add real-time capability to drive continuous experience.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 09:00 AM|Tuesday, 09 June, 2020 09:30 AM

A New Mind Set on Customer: Knowing Versus Owning

Penny Gillespie, VP Analyst, Gartner

Serving customers of the future requires a new mindset. It involves knowing customers without necessarily owning the customer relationship. Organizations must understand and fulfill customer needs based on their intent. Prepare for a new category of customer in an emerging solution-driven world where organizations partner to solve larger customer problems and serve them without owning the customer relationship.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 09:00 AM|Tuesday, 09 June, 2020 09:30 AM

When Things Become Customers: Prepare for Earth’s Ultimate Emerging Market

Don Scheibenreif, Distinguished VP Analyst, Gartner

Digital-savvy business leaders seeking new growth horizons may be missing a huge financial opportunity. Gartner predicts that billions of machines — both physical and virtual — will act, look, and feel like customers. We’ll explore why this is happening, how it is showing up today, and what CX leaders can do to take advantage of this final frontier of emerging customers.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 09:30 AM|Tuesday, 09 June, 2020 10:00 AM

Refreshment Break

Join us for refreshments in a brief break between sessions.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 10:00 AM|Tuesday, 09 June, 2020 10:30 AM

Solution Provider Sessions

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 10:00 AM|Tuesday, 09 June, 2020 11:30 AM

Workshop: Creating a Customer Experience Strategic Plan

Michael Chiu, Sr Director Analyst, Gartner

Organizations new to CX often tell us their number one challenge is in developing an effective customer experience strategy. A strategy decides which choices are made to achieve an organizations goals. It states where the company will play, how it will win and what capabilities it will need to succeed. This workshop focuses on a series of exercises to help CX leaders to develop their CX strategy. Attendees should come prepared to participate in interactive team exercises.
Note: Session available to end users only, preregistration is required.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 10:45 AM|Tuesday, 09 June, 2020 11:30 AM

Ask the Expert: Best Practices for Instilling Trust in Customer Experiences

Penny Gillespie, VP Analyst, Gartner

Participate in an active Q&A session with the analyst on how to instill trust in customer experience with a focus on self-service.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 10:45 AM|Tuesday, 09 June, 2020 11:30 AM

Case Study: Reimagining Customer Experiences for the Hearing Care industry

Cristiano Grassini Grimaldi, Senior Vice President and Innovation, Amplifon Group

The hearing care industry is on a positive trajectory sustained by mega-trends such as demographics, increased penetration and more digitally savvy seniors. On the other hand, the purchase and adoption of hearing aids poses several challenges to the consumer in terms of user acceptance, ease of product use and overall insight about basic information for effective daily usage.

In this session you will learn how Amplifon embraced these challenges to deliver a customer-first, innovative but human-centric experience that has shaped a multi-channel ecosystem around the needs and wants of hearing care users and HCP-hearing care practitioners.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 10:45 AM|Tuesday, 09 June, 2020 11:30 AM

Assessing the Use of APIs and Microservices for Delivering Digital Commerce Experiences

Mike Lowndes, Sr Director Analyst, Gartner

‘Headless’ commerce and content are hot: but are they right for your business? This will cover pros and cons of taking an API first approach to building digital commerce experiences, including the application of microservices architectures.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 10:45 AM|Tuesday, 09 June, 2020 11:30 AM

Developing a Strategic Roadmap for Digital Commerce

Jason Daigler, VP Analyst, Gartner

Digital Commerce is often a vital component of an organization’s transformation to digital business and something that both business buyers and consumers have come to expect from leading organizations. This session will provide an overview of how to build a strategic roadmap for digital commerce in your organization, leveraging Gartner research and guiding you through the process of examining the future state of commerce, the current state inside your organization, identifying gap analysis and interdependencies and developing a migration plan.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 10:45 AM|Tuesday, 09 June, 2020 11:30 AM

Add Real-Time Capability in Your Customer Engagement Hub to Deliver Continuous Experience

Nadine LeBlanc, Sr Director Analyst, Gartner

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.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 10:45 AM|Tuesday, 09 June, 2020 11:30 AM

A Great Customer Experience Starts With Trust — How to Create It and Keep It

Maria Marino, Sr Director Analyst, Gartner

How can you create great customer experiences in B2B by building trust? Doing so can drive higher quality deals, "no regrets" purchases, and upgrades to premium solutions. However, customer trust in B2B environments is often guided by voices outside of your organization, as B2B customers typically rely on independent review sources and peers prior to buying. This session will address this challenge and explain how create and sustain trust when you don’t control the customer narrative.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 11:45 AM|Tuesday, 09 June, 2020 12:15 PM

Solution Provider Sessions

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 12:15 PM|Tuesday, 09 June, 2020 01:30 PM

Networking Lunch

Join other attendees for lunch and take advantage of the opportunity to network and catch up on the day's activities so far.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 01:30 PM|Tuesday, 09 June, 2020 02:15 PM

Case Study: Simplifying the Customer Journey to Enhance Customer Experience

Sridhar Iyer, Head of NEO and Liability Products, Mashreq Bank

Mashreq Neo was launched in Oct 2017 and was the first digital bank in the UAE. Given that Neo was the first of its kind in the market, customer journeys were designed by simply automating or digitizing the existing processes of the mainstream bank. However, it soon became apparent that digitization and digital transformation are not achieved by automating existing processes but require redesign of customer experience, keeping simplicity and customer convenience at the forefront, while not compromising on regulatory compliance. The case study of Neo will describe how every aspect of the customer journey was digitally transformed to deliver superior customer experience and fulfill the “Digital Bank” proposition.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 01:30 PM|Tuesday, 09 June, 2020 02:15 PM

How CX Leaders Can Drive a Culture of Customer Centricity

Michael Chiu, Sr Director Analyst, Gartner

Customer experience is among the top-5 priorities for multiple executive roles including the CEO. But how can you as a CX leader contribute to customer experience and drive a customer-centric culture? In this session, we’ll show why CX should be on your top 5 list, outline options for your involvement in CX initiatives, and share best practices on how CX leaders are influencing and sometimes leading this key aspect of digital business transformation.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 01:30 PM|Tuesday, 09 June, 2020 02:15 PM

Customer Service Experience Scenario: The What? Why? and How? in 2020

Jim Davies, VP Analyst, Gartner

In this presentation will we run through what a Customer Services experience is: Why it’s important, what drives it, how it can be better designed, implemented and managed.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 01:30 PM|Tuesday, 09 June, 2020 02:15 PM

How to Improve Customer Experience and Engagement With Real-Time Continuous Intelligence

David Norrie, Sr Principal Analyst, Gartner

The growth of digital business and increased customer expectations are elevating the importance of real-time, contextualized customer experiences for competitive advantage. This session will cover the emerging practice of "always on" continuous intelligence in the customer engagement hub to prescribe the right action at the right time based on the most relevant business moment.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 01:30 PM|Tuesday, 09 June, 2020 02:15 PM

CRM Markets — What Is Happening, and as a User, Do I Need to Be Bothered?

Julian Poulter, Sr Director Analyst, Gartner

Looking at the global CRM industry which is a huge $48billion market - in fact its not a market but a large collection of distinctly different markets. What are the key trends we're seeing, not necessarily technology based. And how do these vary by vendor, region, industry and software segment?
Using some of the Gartner's market share survey and software forecasts. What do these forecasts mean, what is happening with SaaS, multicloud digital transformation deals and what is happening with marketplaces like Salesforce's AppExchange etc.? Also how much organizations spend on CRM, CX and services etc.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 01:30 PM|Tuesday, 09 June, 2020 03:00 PM

Workshop: How You Can Drive a Culture of Customer Centricity

Ed Thompson, Distinguished VP Analyst, Gartner

Customer experience (CX) is among the top-5 priorities for most board-level executives. But how can you contribute to CX and help drive a customer-centric culture? In this workshop we will explore the options you have to influence and drive a customer-centric culture, discuss challenges and help you develop a checklist of quick actions to help change your organization.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 02:30 PM|Tuesday, 09 June, 2020 03:15 PM

How to Use AI to Create the Customer Experience of the Future

Brian Manusama, Sr Director Analyst, Gartner

This session will look at how organizations should use AI-enabled tools to create smarter marketing, customer support and sales experiences and thus supercharge the customer journey of the future. We will explore the importance of using AI and conversational platforms to create the customer experience of the future, and we will show how to leverage AI tools to differentiate yourself and future proof yourself in a world of hyperintelligent customer services and sales applications.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 02:30 PM|Tuesday, 09 June, 2020 03:15 PM

Creating Continuous Customer Experiences Across Complex Enterprise Projects

Hank Barnes, Distinguished VP Analyst, Gartner

In B2B environments, complex projects deliver high revenue, but also create complexities. This session will explore the dynamics of complex buying, and owning, scenarios using technology buying as the context. Attendees will learn the levers they can pull to deliver a continuous experience that builds confidence and delivers results for all involved parties.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 02:30 PM|Tuesday, 09 June, 2020 03:15 PM

Ask the Expert: How Can We Design and Build for Multiexperience?

Jason Wong, VP Analyst, Gartner

For digital business, great CX depends on building tailored multiexperience journeys that reduce UX friction by making the most of new digital touchpoints and interaction modalities. Bring your questions to learn how you can design and build for multiexperience.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 02:30 PM|Tuesday, 09 June, 2020 03:15 PM

Case Study: Nissan CE 2.0 - Transforming Nissan to Enable an Integrated Customer Experience

Dév Rishi Sahani, Global Head of Customer Experience Data & Analytics, Nissan

Learn from Dev Sahani (Global Head of Data Analytics) how Nissan is transforming its business by putting customer experience at the centre of their organisation. In this session you will hear how CEDAR, the customer experience data analytics reporting group, has become the strategic force accelerating Nissan’s journey to CE2.0 worldwide, and a pioneer of advanced data practices such as HDD (Hypothesis Driven Design) and ML (Machine Learning) modelling.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 02:30 PM|Tuesday, 09 June, 2020 03:15 PM

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 multimillion 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 impacts to your CRM strategy.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 02:30 PM|Tuesday, 09 June, 2020 03:15 PM

In the Future, Customer Service Analytics Will Be Dynamic, Intelligent and Personalized

Steve Blood, VP Analyst, Gartner

Previously separate approaches to analyzing customer service interactions are uniting as artificial intelligence and machine learning to improve interaction, understanding and intent regardless of communication channel. In future, customer service analytics will be real time, leveraging historical and real-time insight to deliver optimum, operational, employee and customer-centric experiences. This session will look at how organizations can deliver more insightful customer service analytics and maximize investments in a changing vendor landscape.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 03:15 PM|Tuesday, 09 June, 2020 03:45 PM

Refreshment Break

Join us for refreshments in a brief break between sessions.

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.

Tuesday, 09 June, 2020 03:45 PM|Tuesday, 09 June, 2020 04:30 PM

Guest Keynote

Paul Dolan, Director of Executive MSc Behavioural Science, London School of Economics

Please Note: based on availability and eligibility you may sign-up for this session via Conference Navigator after you register for this conference.
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