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).
Penny Gillespie
VP Analyst
Penny Gillespie is a Vice President and Gartner Fellow in Gartner's IT Leaders' Group. Ms. Gillespie is responsible for conducting research and developing publications aimed at helping IT leaders 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.
Most recently, she expanded her research to include crossing vertical business unit boundaries in the digital age. This initiative will help organizations shift from vertical to horizontal thinking and position them to fuel innovation and digital transformation, thus delivering greater value to their customers.
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Most recently, she expanded her research to include crossing vertical business unit boundaries in the digital age. This initiative will help organizations shift from vertical to horizontal thinking and position them to fuel innovation and digital transformation, thus delivering greater value to their customers.
Monday, 08 June, 2020 / 05:15 PM - 05:45 PM BST
Privacy and Personalization: The Current State (of Organizational Endeavors)
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.