Gene Alvarez

Gene Alvarez

Distinguished VP Analyst
As Chief of Research for CRM, CX, Sales, Customer Service and Support, Applications Leaders, Applications and Product Portfolio Governance and Applications Architecture, Development, Integration and Platforms Key Initiatives, Gene Alvarez leads Gartner's ITLTP Applications research and helps clients with their vision, strategy, business models for topics such as The Future of Applications, Applications Modernization, CRM, Customer Experience, Digital Commerce Technologies. This includes topics such as Customer Experience Management, Customer Journey Mapping, digital business platforms, cloud, SaaS, and Digital Commerce technologies. He has spoken at many international events. He has over 30 years of business and IT experience. The Hispanic IT Executive Council Hall of Fame inducted Mr. Alvarez in 2019. He has received the Top 200 Influential Hispanics in Technology "HE&IT TOP 200" Award Hispanic Engineer & Information Technology Magazine.

Mr. Alvarez led business impact assessments, vendor management, project management, software development and delivery of complex business applications. He is an international expert on the future of applications and sell-side strategies and technologies, such as digital commerce, e-commerce and m-commerce sales applications, CRM, and customer experience. He is a recognized authority on retail and consumer packaged goods industry applications and practices. Mr. Alvarez has spoken at many industry-related conferences worldwide and has published/referenced/featured in various media and trade publications. Prior to joining Gartner, he held positions with Nine West Group, KPMG Peat Marwick, New York Power Authority and AT&T Communications.
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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

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.

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

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.

Meet the experts face to face.