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    Gartner Customer Experience & Technologies Summit will take place on 17-18 June, at Hilton Sydney in 2019

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Turning Customer Experience Vision into Reality

Customer experience is at the very top of everyone’s priority list  – from the CEO to the CMO to the CIO. The emergence of new channels, new customer behaviors, new design breakthroughs, new customer expectations and new sources of customer data offer new opportunities to improve the CX and deliver sustainable competitive advantage. Learn how to shape the future of your customer experience strategies to drive improved customer satisfaction, loyalty, and advocacy.

Check out the content available to give you a feel of the Summit in action!

This 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

  • Develop a clear CX vision and strategy
  • Overcome organizational barriers to CX success
  • Unlock the real business value in your customer data
  • Elevate customer experiences through customer journey design and monitoring
  • Provide personalized customer interaction across multi-channels


Agenda Tracks

Hot Topics

  • Defining customer experience vision, strategy and metrics
  • Building business case and value realization
  • Fostering a customer centric culture
  • Architecting and selecting customer experience technologies
  • Strength and weakness of CRM mega vendors
  • Designing the user experience and customer journey
  • Harnessing the shifting customer engagement channels for better customer service
  • Improving the employee experience to deliver stellar customer service
  • Conversation AI, virtual customer assistants/Chatbot
  • Architecting IOT to deliver better customer experience
  • Creating a single view of customers 
  • Applying customer analytics best practices
  • Listening, analyzing and acting on voice of customers
  • Addressing cultural change and collaboration
  • Managing organizational and departmental politics


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

Featured Speakers


Meet the Solution Providers at the Forefront of Customer Experience

The Gartner Customer Experience & Technologies 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.




Cool Innovator

Become a Exhibitor

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

Exhibitor Interactions

Read more about how you can interact with our exhibitors

Venue & Travel

Sydney, Australia


Sofitel Sydney Wentworth
61-101 Phillip Street
Sydney, New South Wales, Australia - 2000


  • Sydney's Kingsford Smith International and Domestic Airport - 10 km, approximately 25 minutes’ driving time, taxi service available.
  • Bus stop - 20m
  • Wynyard Train Station - 500m
  • Martin Place Train Station - 300m
  • Circular Quay Ferries - 700m
  • Light rail (tram) - 1.5 km

  • Follow on to the Eastern Distributor - toll for north-bound cars of $4.
  • Near toll booths select "City North" lane. After paying toll take the Macquarie Street exit. At the top of the rise off the exit, you will see the State Library on your left and the Royal Botanic Gardens on your right, and a set of traffic lights.
  • Proceed through lights across Macquarie Street, and into Bent Street.
  • Proceed through next set of lights at Phillip Street and take the next left into Bligh Street. (The third set of lights since the toll booth)
  • Secure Parking will be on your left hand side (approx 100ms). Guest parking for 24 hours is charged at $51.50


The Sofitel Sydney Wentworth located in the heart of Sydney, offers luxury accommodation perfect for both business and leisure travellers. Business travellers have Sydney CBD and a range of conference facilities on the doorstep, while leisure visitors are within easy reach of many of Sydney's best bars, restaurants, shops, attractions and many of its public transport options.

The Sofitel Sydney Wentworth is offering very competitive rates to attendees from 16 June to the 19 June at this Gartner Summit. Room rates are $269.00 AUD (room only rate).

A credit card is required to secure your booking and prepayment of one night is required. Full cancellation fees apply from 14 days prior to arrival date. Please note that a credit card transaction fee, which is currently 1.5% of the amount charged, will apply. This fee is subject to change.

In order to book please contact the hotel via phone on +61 2 9228 9188 or Christine Fuertes quote a special conference code GAR170618 to receive this rate.

Bookings are open until the group block is sold out. All reservations will be subject to availability at time of enquiry. Once the allocated rooms have been exhausted, the best available rates will apply.

Full breakfast is $30.00 per person which has been discounted from $40.00 per person. Breakfast is served daily in the Garden Court on level 5 from 6:30am to 10:30am (Mon – Fri) and from 7:00am to 11:00am (Sat – Sun).

For any queries about hotel bookings please contact Christine Fuertes at the Sofitel Sydney Wentworth on +61 2 9228 9188 or click here to email.

Please Note

Due to George Street construction by NSW Government, travel times and routes may alter prior to your attendance at the Summit. For further information on the George St construction please visit the NSW Government website.