Gene Alvarez

Gene Alvarez

Distinguished VP Analyst
As Chief of Research for Gartner's Applications and Software Engineering Leaders role-based research, he is responsible for the Software Engineering Strategies, Software Engineering Technologies, Digital Workplace Strategies, Digital Workplace Technologies, HCM Technology Transformation and Application Leaders in Japan research key Initiatives.

Gene Alvarez helps clients with their vision, strategy, business models for topics such as The Future of Applications, Composable Business, Composable Applications, Composable CRM, Applications Modernization, CRM, Customer Experience, and Digital Commerce Technologies. This includes topics such as CRM, Customer Experience Management, Customer Engagement Hub, Customer Journey Mapping, digital business platforms, cloud, SaaS, and Digital Commerce technologies.

Mr. Alvarez has over 35 years of business and IT experience. He has 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, composable business and sell-side strategies and technologies, such as Customer Engagement Hub, CRM, and customer experience, digital commerce, e-commerce and m-commerce and sales applications.

In 2019, the Hispanic IT Executive Council inducted Mr. Alvarez into their Hall of Fame. ( He has received the Top 200 Influential Hispanics in Technology "HE&IT TOP 200" Award from Hispanic Engineer & Information Technology Magazine. He is a recognized authority on retail and consumer packaged goods industry applications and practices.

Mr. Alvarez has spoken at many international events and 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 - 02:15 PM BST
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 - 09:30 AM BST
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.