Gartner Expert

Michelle 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.

Previous experience

Prior to Gartner, as Global Director of Marketing at Selerant, Ms. Duerst engaged with customers spanning multiple industries to find out their pain points. This information was used to create customer-centric support in the form of presentations, written documentation and one-to-one meetings.

Professional background

Selerant

Global Director of Marketing and PLM Subject Matter Expert

SASI (acquired by SAP)

Technical Writer and Quality Assurance

Primavera Systems (acquired by Oracle)

Copywriter

Areas of coverage

Manufacturing Digital Transformation and Innovation

Executive Leadership: Digital Business

Executive Leadership: Talent

Executive Leadership: Customer Experience Strategies

Executive Leadership: Sustainability

Education

B.A., Mass Communications, Lipscomb University

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Top Issues That I Help Clients Address

1What is Total Experience and how will it help drive engagement with employees and customers?

2What are lessons learned from other industries in strategies, innovation and the future workforce?

3How can I understand my customers better?

4What are emerging trends/themes we should know to outpace our competitors?

5How should we address employee burnout?