• customer experience strategy - tech conference

    Save The Date for 2017

    Gartner Customer 360 Summit
    is set for 21 - 22 February 2017

    Find Out More
  • customer experience strategy - tech conference

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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



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


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
    Atsushi Iimuro

    Former-Chief Digital Marketing Evangelist global leader

    GE Healthcare Life Sciences global HQ

    Read profile

  • Takashi Okutani
    Takashi Okutani

    Chief Omni-Channel Officer

    Oisix Inc.

    Read profile


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.




Emerging Technologies Exhibitor

Become an Exhibitor

Take Your Place Among Technology's Key Players 
Join us now

Venue & Travel

Tokyo, Japan


Tokyo Conference Center Ariake
Ariake Central Tower
3-7-18 Ariake, Koto-ku
Tokyo, Japan - 135-0063