Michael Chiu

Michael Chiu

VP Analyst
Michael Chiu is a Vice President, Analyst at Gartner focused on customer experience (CX) for IT leaders. Mr. Chiu researches on best practices, strategy, planning, management and measurement in terms of CX, and works with clients to identify and launch initiatives to enhance their CX. He also helps clients use management tools like customer journey maps, personas, voice-of-the-customer research, surveys and strategic plans to determine how their CX can generate higher satisfaction, loyalty and advocacy.
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Tuesday, 09 June, 2020 / 08:00 AM - 08:45 AM BST
Winning With Gen Z

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.

Tuesday, 09 June, 2020 / 10:00 AM - 11:30 AM BST
Workshop: Creating a Customer Experience Strategic Plan

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.

Tuesday, 09 June, 2020 / 01:30 PM - 02:15 PM BST
How CX Leaders Can Drive a Culture of Customer Centricity

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.

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