Penny Gillespie

Penny Gillespie

VP Analyst
Penny Gillespie is a Vice President and Gartner Fellow in Gartner's Customer Experience/Digital Commerce team which resides in the larger Applications and Software Engineer Leaders Group. Ms. Gillespie is responsible for conducting research and developing publications aimed at helping IT leaders recognize digital opportunities, develop a competitive strategy for digital commerce as well as improve digital commerce performance. She focuses on best practices for personalizing customer experiences and overcoming the hurdles to online selling.

This year she introduced new research on rogue thinking, an approach for idea generation to drive revenue and ignite transformation. Rogue thinking goes against conventional, mature business wisdom by connecting what may appear to be disparate elements in ways that redefine category norms and expectations that produce business value. It facilitates idea execution through the common barriers of benefit recognition, measurement, risk assessment, funding, delivery, and communications. In essence, rogue thinking is a recipe for identifying business opportunities.
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Monday, 08 June, 2020 / 05:15 PM - 05:45 PM BST
Privacy and Personalization: The Current State (of Organizational Endeavors)

Organizations must understand the balance between privacy and personalization to effectively engage customers. Learn where other companies are in their endeavors to personalize customer experiences and manage privacy concerns based on Gartner’s primary research (Feb 2020). Determine whether you are ahead or behind the pack and how to fill the gap(s).

Tuesday, 09 June, 2020 / 09:00 AM - 09:30 AM BST
A New Mind Set on Customer: Knowing Versus Owning

Serving customers of the future requires a new mindset. It involves knowing customers without necessarily owning the customer relationship. Organizations must understand and fulfill customer needs based on their intent. Prepare for a new category of customer in an emerging solution-driven world where organizations partner to solve larger customer problems and serve them without owning the customer relationship.

Tuesday, 09 June, 2020 / 10:45 AM - 11:30 AM BST
Ask the Expert: Best Practices for Instilling Trust in Customer Experiences

Participate in an active Q&A session with the analyst on how to instill trust in customer experience with a focus on self-service.

Meet the experts face to face.