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Gartner Customer Experience Summit

19 - 20 February 2018 | Tokyo, Japan

Save The Date for 2018

Gartner Customer Experience Summit
19 - 20 February 2018
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Customer Experience is the New Competitive Battlefield turning Customer Experience Vision into Reality

Gartner Customer Experience Summit is the most important annual gathering of business and IT professionals focusing on customer initiatives.

Customer experience has been a top priority of CEOs, CIOs and CMOs for the past five years. 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 shape the future of your customer experience strategies to drive improved customer satisfaction, loyalty, advocacy, and ultimately revenue growth.

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

Roles including:

Chief Customer Officer
VP/Head of Customer Experience
Chief Marketing Officer, Head of Marketing
CRM Manager
Customer Engagement Manager
Digital Commerce Manager

Customer Experience Leaders

Roles including:

Applications Leader
IT Director/Manager
User Experience Manager
CRM or CX Project Leader
IT Architect

IT Leaders Supporting CX Initiatives

Roles including:

Customer Data Manager
Customer Insight Manager
Master Data Manager
Customer Journey Analytics Manager
Voice of the Customer Manager
Customer Feedback Manager

Customer Data and Analytics Managers

Roles including:

Customer Service & Support Manager
Contact Center Manager
Customer Care Manager
Contract Centre Infrastructure Manager

Customer Services & Support Managers

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
Personalization and relevant content management
Mobile (for customers and for employees)
Social for CRM
MDM for Customer Data Management / Single View of the Customer
Customer Analytics -- encompassing web, mobile, social, and IoT
Other relevant artificial intelligence enabled technologies

Features & Benefits

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

Agenda

Our 2018 agenda features comprehensive tracks to drill down on your hottest topics based on your role, experience level and key focus.

View the 2018 Brochure

2018 Tracks

Track A: Customer Strategy
This track examines how to build a customer strategy whether customers are consumers or businesses or whether delivery is direct or indirect. We will then explore how to measure, govern and architect technology to support that strategy.

Track B: Customer Data and Analytics
Sessions in this track cover the key elements organizations need to include in their customer experience analytics strategies. Compelling customer experiences increasingly rely on data and analytics. Identifying and collecting the necessary data, interpreting it to understand customer expectations, and using it to design and deliver interactions that achieve both the customer’s and organization’s objectives requires increasingly sophisticated strategies and technologies.

Track C: Contact Channel Renovation
This track discusses how to improve the existing contact channels such as contact center, website, sales, social media, etc. through which the strategic CX is delivered. It is essential to drastically renovate the existing channels by making best use of the modern digital technologies from the customers’ point of view, rather than to follow the traditional ideas in order to provide a ‘far-out’ CX that leads to differentiation.

Hot Topics to be Covered

Develop a CX strategy to deliver sustainable competitive differentiation
Improve your leadership skills to help drive CX improvements
Identify metrics to measure and prove the success of CX projects
Understand technology, business and societal trends that will impact on customer engagement
Create seamless multichannel customer experiences to drive better engagement

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.

Featured Speakers

Kensuke Kawabe
Research Director

Gartner

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Sandy Shen
Research Director

Gartner

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Gartner Analysts & Speakers

Gene Alvarez

Managing VP

Gareth Herschel

Research Director

Hideaki Horiuchi

Managing VP

Kensuke Kawabe

Research Director

Michael Maoz

VP Distinguished Analyst

Magnus Revang

Research Director

Sandy Shen

Research Director

Ed Thompson

VP Distinguished Analyst

Tad Travis

Research Director

Exhibitors

Meet the Solution Providers at the Forefront of Customer Experience

The Gartner Customer Experience 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.