Michelle DeClue-Duerst

Michelle DeClue-Duerst

VP Analyst
Michelle Duerst is a cross-practice leader of emerging theme, Digital Twin of a Customer, a co-leader of Total Experience (Top Strategic Technology Trend), and the industries lead for CX CORE (Customer Organization Relationship Experience).

Michelle developed Stop Firefighting, Start Trailblazing Digital Initiatives workshop to help clients save 6 figures on digital initiatives. This focuses on how to build a business case as well as understanding how technology can impact employee burnout.

Michelle has led Manufacturing trend work, but specializes in Consumer Goods, including:
- Total Experience
- Digital + Product Experience
- Customer Engagement
- Direct-To-Consumer
- Personalized Products
- Ecosystems Partnerships
- Corporate Social Responsibility
- Environmental Sustainability
- Traceability

Michelle's technology/vendor coverage focuses on product lifecycle management and product portfolio management for formulated/recipe-based products. This includes Product/Service management throughout all stages of the lifecycle: from the initial strategy, through ideation, innovation, launch, modification and finally, retirement. In addition to Fast Moving Consumer Goods, these can include B2B, pharmaceutical, chemicals, paint, ink, and coatings.
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Tuesday, October 18, 2022 / 10:30 AM - 10:50 AM EDT
Hype Cycle for Consumer Goods

What's all the hype in Consumer Goods? We'll look at our major themes in the Consumer Goods Hype Cycle, with a focus on 5 key trends that will impact consumers, CG companies, and vendors. Expect to see real-word examples and learn how to kickstart activities when you return home.

Wednesday, October 19, 2022 / 10:30 AM - 11:15 AM EDT
Ask the Expert: How Will Total Experience Impact the Future of Manufacturing?

Bring your questions to this interactive session where we'll focus on how to implement the right Total Experience strategies for your customers and employees in manufacturing. TX is a top strategic tech trend that focuses on creating a shared superior experience for employees and customers with more intuitive technologies and multiple touch points.

Wednesday, October 19, 2022 / 05:15 PM - 05:45 PM EDT
Manufacturers: How To Strategize For The Smart Customer

There's actually no such thing as a "manufacturing customer." We see significant differences between B2B, industrial, CG, and auto "customers." This session will show you how to apply Gartner's CX CORE framework, operate a Total Experience strategy, and prepare for a digital twin of a customer. Expect to see real world examples and early indicators as inspiration for your customer strategy.

Thursday, October 20, 2022 / 03:30 PM - 04:00 PM EDT
How a Digital Twin of the Customer Will Reshape Customer Experience

Digital twins are not just for jet engines anymore. We see a future where a Digital Twin of your customers can be created to help you understand and predict behavior. In this presentation, we will explain this exciting trend and how CIOs can use this concept to enhance their organization’s CX initiative.

Join us to hear from Gartner experts and thought leaders.