• customer experience strategy - tech conference

    Save The Date for 2018

    Gartner Customer Experience Summit
    19 - 20 February 2018

    Find Out More
  • customer experience strategy - tech conference

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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



Agenda

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



 

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

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.

Become an Exhibitor


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

Venue & Travel

Tokyo, Japan

Venue

Tokyo Conference Center Shinagawa
Area Shinagawa 3rd, 4th & 5th Floor, 1-9-36 Konan, Minato-ku
Tokyo, Japan - 108-0075


Shinagawa Prince Hotel
10-30 Takanawa 4-chome, Minato-ku
Tokyo, Japan
108-8611