Discover latest insights on Customer Strategy.

Customer experience (CX) is at the top of every business’ priority list. It concerns the CEO to the CMO and even the CIO. Emerging technology, changing consumer needs and effective use of customer data are critical elements to ensuring your CX strategy is as powerful as possible in a competitive and digital landscape.


The CX evolution continues as organizations are moving up the CX maturity model. There is a need for a solid return on the CX investments that have been made and it is paramount to be able to show return to the business through customer metrics and analysis through customer data. 


In the 2019 agenda, we will be supporting you in every stage of your journey. We recognize that Customer Experience is an organization-wide initiative, thus our focus will be on both the business and the IT sides of the organization.


Meaningful networking

Interact with more than 700 of your peers to gain firsthand insight from those facing similar challenges to yours.

How-to guidance

Pose tough questions and hear the latest research and recommendations from 20+ Gartner analysts, guest experts and peers.

Real-world solutions

Explore the latest technologies changing the CX landscape. Meet face-to-face with knowledgeable representatives.

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Take a look back at the 2018 agenda

The 2019 agenda is not finalized yet. In the meantime, take a look at what sessions were covered in 2018.

Turning Customer Experience Vision Into Reality
Building a customer experience strategy that takes into account multiple channels, data sources and technologies is critical to turning far-out concepts into real-world B2B and B2C digital business practices. Learn how to turn your CX vision into reality, driving improved customer satisfaction, loyalty, advocacy and, ultimately, revenue growth.
Architecting the CX Solutions Portfolio
Customer experience influence transcends roles and departments, and the scope of technologies that can potentially be involved is vast. Intelligent CRM technologies that facilitate omnichannel sales, marketing and support interactions will form the core foundation for most organizations, but numerous other technologies will likely have a key role to play. 
Manage Customer Data
Compelling customer experiences increasingly rely on data and analytics. Identifying and collecting the necessary customer data, interpreting it to understand customer expectations, and using it to design and deliver meaningful interactions requires increasingly sophisticated strategies and technologies. Sessions in this track cover customer data management, customer analytics and core technologies to bring the customer insights back into operation.
Strategy & Culture
Articulating the experience your organization promises to customers in an essential step for success. We will explore how to measure, govern and architect technology to support that strategy. This track also features the impact on your organization, departments as well as individual employees. We will explore the path of the cultural change to a fully customer driven organization.
Looking Into the Next Gen of CX
Customers want to do business with companies that are easy and deliver a personalized experience. They want to buy from those who are a step ahead, and they demand more value and a superior customer experience. In today’s highly competitive environment, it is all about optimizing the customer experience to meet these high demands. 

Don’t miss these hot topics in 2019!

CX Vision and Strategy


Customer Data & Analytics

Customer Metrics

Culture and People

Voice of the Customer

Artificial Intelligence in CX

CX Solutions & Supporting Architecture

Find solutions for your most pressing customer needs.

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