Experience the difference. Meet your peers, talk with analysts, build your network and turn insights into action.
Michael Chiu
Distinguished VP Analyst
Gartner
Speaker Topics
- Scaling Customer Outcome Delivery
- Future Skills And Competencies For Customer-Facing Employees
- Improving Customer Journeys
Speaker Bio
Michael Chiu is a Distinguished Vice President, Analyst at Gartner focused on customer experience (CX). He advises clients on CX metrics, customer journey maps, personas, Voice of the Customer (VoC) programs, customer surveys and CX strategic plans. Mr. Chiu also helps clients build customer-centric cultures, prioritize CX projects, and establish CX governance.
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Sessions
Wednesday, November 04, 2026 11:00 AM - 11:30 AM MST
Don't Just Add to Your Customer Experience - Subtract From It
Michael Chiu,
Distinguished VP Analyst, Gartner
The customer experience (CX) is typically additive. But another path to CX improvement is via subtraction. What can you remove from your CX to make it better? What blockers are preventing a better CX, and how can you eliminate those blockers? How do you utilize a "stop doing" list? This session explains how to effectively utilize subtraction to improve your CX.
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Wednesday, November 04, 2026 01:45 PM - 03:15 PM MST
Workshop: How to Build and Apply Customer Journey Maps in Customer Service
Michael Chiu,
Distinguished VP Analyst, Gartner
Stop thinking about your customers; start thinking "like" your customers. A customer journey map helps service leaders identify what customers are doing, expecting, thinking and feeling, and with which touchpoints they interact at each step of an experience. In this learning-by-doing workshop, participants will build a customer journey map, identify journey shortcomings and generate improvements.
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