Gartner Customer Experience & Technologies Summit Tracks Overview

Transform Your Organization for the “Everything Customer”

The “everything customer” or “everything citizen” requires conflicting things at the same time: to be treated like everybody else but served on own unique terms, to be connected yet sometimes left alone.

While technology is achieving this demand, you need to transform your organization first, in order to deliver customer experience (CX) that creates value and agility to embrace constant change. The journey starts with providing the best features and an effortless experience from any device, at any time – seamlessly.

Digital society creates the impression of being always on, always connected to the ‘everything customer’. But, you can’t achieve a positive experience without knowing the customer.

This track looks into how to capture the expected and unexpected customer journeys, generational differences and gain trust of each customer group to achieve the best CX.

Key topics:

  • Everything Customer
  • Customer Journey
  • Customer Trust
  • Generation Z
  • Customer Loyalty

Featured sessions:

  • Gartner Opening Keynote: Leading CX When the Stakes Are High
  • What CX Leaders Need to Know About the Everything Customer
  • Workshop: How to Build a B2B Customer Success Management to Drive Renewable Revenue
  • Winning With Gen Z
  • Ask the Expert: Best Practices for Instilling Trust in Customer Experience

View 2020 agenda for full details.

Multiexperience design refers to the various permutations of modality (touch, voice and gesture), device and app with which customers interact on their digital journeys across diverse touchpoints.

This tracks looks into the service design of these digital engagements in Customer Service, Sales and Digital Commerce.

Key topics:

  • Customer Journey Mapping
  • Digital Engagement Channels
  • Omnichannel and Multiexperience

Featured sessions:

  • Roundtable: How to Use Customer Journey Mapping and Analytics for Improved CX
  • Stop Thinking Omnichannel and Start Doing Multiexperience
  • When Things Become Customers: Prepare for Earth’s Ultimate Emerging Market
  • How to Use AI to Create the Customer Experience of the Future
  • Ask the Expert: How Can We Design and Build for Multiexperience?

View 2020 agenda for full details.

Empowering your CX ecosystems to deliver easy, rewarding AI-powered, conversation-enabled and inclusive multi-experiences at every touchpoint.

In this track we’ll discuss how you can use technology to bring your customers closer, not further away.

Key topics:

  • Digital Experience Platform
  • Conversational Platform
  • CX Ecosystems
  • Digital Commerce Platform
  • Voice of Customer (VoC)
  • AI/ML (Machine Learning)

Featured sessions:

  • Five Emerging Technologies That Will Impact the Future of Customer Experience
  • Workshop: Design Thinking for Innovation
  • Ask the Expert: How to Use AI to Drive Digital Commerce Success
  • Ten Surprising Ways to Participate in Ecosystems to Drive Better Customer Experiences
  • Plan for the Digital Future — The Revolution in CRM Technologies and Their Impact on Your Customer Strategy

View 2020 agenda for full details.

Creating great experiences for the “everything customer” comes with being engaged continuously, and with empathy.

To enable you to win in the turns and address change fatigue, this track will help you understand how to shift from just adopting technology to focusing on employee engagement, and how to develop a CX strategy that meets individual preferences as well as universal demands.  

Key topics:

  • CX in the Turns: Surviving in Uncertain Times
  • Service Design
  • CX Strategy and Vision
  • Employee Experience
  • Culture & Climate
  • High Stakes
  • Board buy-ins

Featured sessions:

  • Gartner Keynote: The ROI of Customer Experience — Building a Business Case for Customer-Centric Investments
  • Magic Quadrant for Contact Center as a Service (CCaaS)
  • Customer Service Experience Scenario: The What? Why? and How? in 2020
  • Workshop: How You Can Drive a Culture of Customer Centricity
  • Ask the expert: CRM Markets — What is Happening and What Do I Do About It?

View 2020 agenda for full details.

Knowing the customer requires that organizations be both customer-centric and data-centric. Privacy delivers the personal data that enables the optimum level of customer knowledge of what customers say and don’t say.

In this track, we will explain customer data management, customer analytics, and privacy vs personalization strategy to help you stay relevant and maximize investments.

Key topics:

  • Privacy vs personalization
  • Customer Engagement Hub
  • 360 View of the Customer
  • Continuous Intelligence
  • The Feedback Economy
  • Actionable Insights

Featured sessions:

  • Innovate! Top 10 Trends Transforming Digital Commerce
  • How to Leverage Customer Data Management Technologies for Better Customer Experiences
  • Privacy and Personalization: The Current State (of Organizational Endeavors)
  • Leverage Customer Journey Mapping and Analytics for Superior CX
  • How to Improve Customer Experience and Engagement With Real-Time Continuous Intelligence

View 2020 agenda for full details.

Guest Speakers

Susan Greenfield
Expert on the Human Mind and Renowned Brain Researcher, Founder and CEO

Session: The Neuroscience of Subjective Experience — What is Happening in the Customer’s Brain?

Learn more

 

Case Studies

Coming soon!

 

View 2020 agenda for full details.

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