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

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, transformative decisions. This presentation looks at three bold strategies to becoming the simplest quickest or most focused.

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. Session available to end users only, preregistration is required.

Most large organizations use over 50 different measures of customer experience and no two organizations use exactly the same metrics. Metrics matter because they are used to set targets, to determine compensation, to benchmark against the competition and to help determine future investments. This session will look at what gets measured, what gets reported to executives, how to build a business case to gain approval for an investment, and how leading organizations are improving their approach to measure the customer experience.