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Gartner Customer 360 Summit

21 - 22 February 2017 | Tokyo, Japan

Save The Date for 2017

Gartner Customer 360 Summit
is set for 21 - 22 February 2017
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For more information please visit the Japanese site

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Defining Moments: Create Insight. Transform Experiences. Drive Growth.

The Summit in Japan is the most important annual gathering of business and IT professionals focusing on customer initiatives. Gartner Customer 360 Summit Japan 2017 is the place to discover the latest research and practical advice to help you maximize the value of your customer strategy.
In our careers, companies and customer interactions, we all encounter “defining moments”: events that shake up the status quo, bring major change, risk and opportunity.

The digital revolution is increasing the frequency of these defining moments and their impact is profound. At this Summit we will examine various types of defining moments to help you create new insight, transform your customer experiences and drive growth.

The Customer 360 Summit was designed for individuals in the following roles

Leaders focused on:

Web strategy
Social Media strategy

CRM Professionals

Leaders focused on:

Customer Data and Analytics

Customer Data & Analytics

Executives responsible for:

Sales
Marketing
Customer Service
Customer experience related functions

Customer Experience

Executives responsible for:

Information Technology

IT Leaders

What You Will Learn

Core CRM solutions at all customer facing functions:

Customer Service & Support
Sales
Marketing
Digital Commerce

Cross-functional CRM solutions for better customer experience

Voice of the Customer
Mobile (for customers and for employees)
Social for CRM
MDM for Customer Data Management / Single View of the Customer
Customer Journey Analytics -- encompassing web, mobile, , social, and IoT

Features & Benefits

Gartner Analyst Sessions
Gartner Analyst One-on-One Meetings
Exhibitor access at the solution showcase
Solution Provider Sessions

Agenda

Our 2017 agenda features comprehensive tracks to drill down on your hottest topics based on your role, experience level and key focus.

Visit the full 2017 Agenda

2017 Tracks

Track A: Set Your Strategy
This track provides practical advice on how to overcome the pitfalls that could cause your customer strategy to fail, and take the necessary steps to ensure progress on your CRM goals.

Gaining executive support
Developing a clear vision and strategy
Overcoming cultural and interdepartmental resistance
Understanding the trends of the CRM megavendors

Track B: Create Insight
This track examines how you can create insights into your customers’　transactions, behaviors and attitudes.

Developing a customer analytics strategy
Creating a single view of the customer
Acquiring, collating, consolidating, cleaning, analyzing and utilizing customer data
Using big data and advanced analytics to support key sales, marketing and customer service initiatives.

Track C: Transform Customer Experiences
This track will examine how to transform the customer experience for the better.

Designing and personalizing the customer experience
Listening to the voice of the customer
Analyzing the customer journey.
Developing a “Customer Engagement Hub.”

Track D: Drive Growth
In this track, we will look at the defining moments in the selling and marketing processes that can be improved to accelerate the growth of revenue and profits.

Preparing for the impact of the internet of things
Understanding and implementing emerging mobile and digital
Technologies
Creating consistent cross-channel experiences
Coordinating digital commerce, marketing and sales efforts

Hot Topics to be Covered

Identify or Create the “Moments of Truth”
Transform the Customer Experience through Customer Journey Analytics and Other Emerging Technologies
Influence Your Stakeholders to Make the Right Decisions to Invest
Improve IT/Business Collaboration

Speakers

Listen to inspirational guest keynote speakers; hear from real practitioners with real-world knowledge; and learn from Gartner analysts – the foremost experts in their areas of focus.

Customer 360 Summit introduction by Gene Alvarez

Featured Speakers

Atsushi Iimuro
Former-Chief Digital Marketing Evangelist global leader

GE Healthcare Life Sciences global HQ

Read profile
Takashi Okutani
Chief Omni-Channel Officer

Oisix Inc.

Read profile

Gartner Analysts & Speakers

Gene Alvarez

Managing VP

Penny Gillespie

Research VP

Gareth Herschel

Research Director

Kensuke Kawabe

Research Director

Michael Maoz

VP Distinguished Analyst

Ed Thompson

VP Distinguished Analyst

Exhibitors

Meet the Solution Providers at the Forefront of Customer Experience

The Gartner Customer 360 Summit will help you develop a "short list" of technology and service providers who can meet your particular needs. You'll receive exclusive access to some of the world's leading technology and service providers in a variety of settings.