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.
Ilona Hansen
Sr Director Analyst
llona Hansen is a Research Director in the application research group. She is responsible for managing research in the area of CRM application strategies, and in particular is lead analyst for SAP CRM cloud products. She is leading the CRM Lead Management MQ and is co-authoring the Sales Force Automation MQ. She furthermore is deep into the Partner Relationship Management (PRM) technologies for the indirect sales approach, and its market. Ms. Hansen has extensive knowledge of sales technologies, including sales acceleration applications, sales processes and provides advise for bridging organizational structures.
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Monday, 08 June, 2020 09:00 AM|Monday, 08 June, 2020 10:00 AM
Gartner Opening Keynote: Leading CX When the Stakes Are High
Monday, 08 June, 2020 03:15 PM|Monday, 08 June, 2020 04:15 PM
Roundtable: SAP's C/4HANA CRM Products and Strategy
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.
Tuesday, 09 June, 2020 08:00 AM|Tuesday, 09 June, 2020 08:45 AM
Use AI to Create a Better B2B CX
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.