• customer experience strategy - tech conferencess

    2018 Agenda Announced!

    See what we are covering in 2018 and align sessions to your CX priorities.

    View Agenda
  • customer experience strategy - tech conferencess

    Do you have a customer centric organization?

    Gartner's 10 steps to customer-centric success - put the customer at the heart of your organization

    Watch Video
  • customer experience strategy - tech conferencess

    What’s hot in Customer Experience for 2018?

    Find out what New Conference Chair Brian Manusama has in store for the 2018 Summit.

    See his Q&A
  • customer experience strategy - tech conferencess

    7 easy ways to shape your CX ready for GenZ

    Find out how to get ready for the next generation of customer!

    View full infographic

Turning Customer Experience Vision into Reality

Customer Experience is at the top of every business’ priority list. It concerns the CEO to the CMO and even to the CIO. Emerging technology, changing consumer needs and effective use of customer data are critical elements to ensuring your CX Strategy is as powerful as possible in a competitive landscape.

Gartner research is a valuable resource for leaders in customer experience, offering must-have insight to help them make informed decisions. The 2018 Gartner Customer Experience & Technologies Summit is Europe’s must attend event for those who are looking to leverage their CX Strategy for commercial success, as well as staying ahead in a highly competitive marketplace.

To stay informed and find out more about the event - sign up for regular updates !

Check out some exclusive content from Gartner CX:
Five Ingredients for a Unified CX Strategy Infographic
What does Gartner Predict on the future of customer experience?
Is your organization customer centric? Watch here


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

  • Deliver a seamless experience, regardless of the channel a customer chooses to use
  • Develop a clear CX vision and strategy in your organization
  • Understand how to utilize Artificial Intelligence to deliver a fantastic experience
  • Unlock the real business value in your customer data
  • Elevate CX through customer journey design and monitoring
  • Provide personalized customer interaction across a multichannel environment
  • Design B2C and B2B CX Strategies with ‘moments of truth’
For more updates on the conference in May - sign up to learn more!

Frequently Asked Questions

Get answers to your questions here


Our 2018 agenda is now ready! Check it out to see what we are covering this year! Be the first to know about new additions to the agenda and learn more about Gartner CX. Receive exclusive content straight to your inbox! 


2018 Tracks Announced!

Track A: Architecting the CX Solutions Portfolio
Customer experience influence transcends roles and departments and as such the scope of technologies that can potentially be involved is vast. Intelligent CRM technologies that facilitate omni-channel sales, marketing and support interactions will form the core foundation for most organizations, but numerous other technologies will likely have a key role to play. Aligning technology investment to a carefully designed customer journey can help ensure appropriate investment is made. In this track we will explore how to develop a robust multi-phased investment strategy that maximises your CX efforts.

Track B: Manage Customer Data
Compelling customer experiences increasingly rely on data and analytics. Identifying and collecting the necessary customer data, interpreting it to understand customer expectations, and using it to design and deliver meaningful interactions requires increasingly sophisticated strategies and technologies. We want to look into the dynamic nature of digital business and present technology options for organizations to orchestrate a true relevant, contextual and personalized customer experience across the customer journey. Sessions in this track cover customer data management, customer analytics, and core technologies to bring the customer insights back into operation.

Track C: Strategy & Culture
Articulating the experience your organization promises to customers in an essential step for success. 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. This track also features the impact on your organization, departments as well as individual employees. We will explore the path of the cultural change to a fully customer driven organization.

Track D: Looking into the Next Gen of CX
Customers want to do business with companies that are easy and request a personalized experience. They want to buy from those who are a step ahead and bottom line, customers demand more value and a superior customer experience. In today’ highly competitive environment it is all about optimizing the customer experience to meet these high demands. Delivering tangible business outcomes and elevate your CX program to the next level are topics which will be addressed in this track. Learn about the business value of AI, Internet of Things and how blockchain will influence the Customer Experience.

Spotlight Track: Leadership
Given the role of the customer in today’s businesses, CX initiatives need to be at the forefront of all decisions made throughout the organization and this needs to be driven from the top down. Without Board Buy in and a clear leadership vision, many cx initiatives will be implemented on the back foot and will struggle to truly delight the customer in the way in which it’s supposed to. Our 2018 spotlight track focusses on leadership and the importance it plays in your overall customer experience strategy.
The conference was inspriing. The quality of the speakers were above expectation and also partners were very well selected and valuable.

- Luca Nordone Unipolsai S.P.A

The forward thinking discussions and presentations have left us all looking to drive business change. What's more is the research papers give us the justification for these changes.

- Andrew Ward The University of Nottingham

Great customer experience from being part of the Gartner summit that leads you through the customer journey. High quality of presenters and big opportunity to network.

- Krzysztof Jarosz Polski Linie Lotnicze

Excellent opportunity to meet with fellow companies touching the same subjects and experienceing the same struggles end-users have to through.

- Kris Vandereycken Beneo

Optimize Your Attendance

You'll be able to add these Gartner exclusives to your agenda:

  • Admission to all Keynote sessions
  • Gartner Analyst One-on-One Session
  • Workshops
  • End-User Case Studies
  • Solution Provider Showcase
  • Breakfast, Lunch, Snacks


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.

  • Learn more  about the exhibitor experience.  
  • Contact us to learn more about opportunities to exhibit. 




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

London, UK


Park Plaza Westminster Bridge
200 Westminster Bridge Road
London, United Kingdom - SE1 7UT


Park Plaza Westminster
200 Westminster Bridge Road
London, United Kingdom - SE1 7UT


A limited number of rooms have been held at the Park Plaza Westminster Bridge Hotel for attendees of the Gartner Customer Experience & Technology Summit. There are two special promotional Gartner rates available:
Superior Room - £200 per night + VAT (Includes Breakfast)
Studio Room- £240 per night + VAT (Includes Breakfast)
Please note that these rates are based on single occupancy and excludes VAT.
In order to secure accommodation at the preferred rate please click on the link below.
Alternatively, you can either e-mail your request to gartnerconference@pphe.com or call the Park Plaza Westminster Bridge in-house reservations office on +44 844 415 6780, quoting the promotion code GART126
Reservation Office opening times are:
Monday to Friday between 08:00 - 19:00 (London Time)
Saturday between 09:00 - 17:30 (London Time)

Park Plaza County Hall
1 Addington Street
London, United Kingdom