Gartner Customer Experience & Technologies Summit 201922 – 23 May / London, UKgartner.com/eu/crm

2018 Theme: Turning Customer Experience Visioninto RealityCustomer Experience is at the top of every business’ priority list. It concerns the CEO to the CMO and even 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 and digital landscape.

The 2018 Gartner Customer Experience & Technologies Summit is a must attend event for those looking to redefine their CX strategy to win customers faster and drive commercial success.

Combining Gartner’s unrivalled business insights, the event provides you with the perfect opportunity to learn from and share insights with Gartner’s CX Analysts and engage in roundtable sessions with your industry peers along with workshops to deep-dive into topics of most importance to you.

2018 Hot Topics

Track A: Architecting the CX Solutions PortfolioCustomer 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 DataCompelling 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 & CultureArticulating 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 architecttechnology to support that strategy. This track also features the impact on your organization, departmentsas well as individual employees. We will explore the path of the cultural change to a fully customer drivenorganization.

Track D: Looking into the Next Gen of CXCustomers 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: LeadershipGiven 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.

“It’s my first time being in a Gartner event and I’m highly impressedby the quality of speakers andpresentations. Also the sponsors are first class in their categories as expected. I’ll happily advise it toevery colleague in my organization.”(CRM Application Development Specialist, Akbank)

2018 Sponsors

PREMIERBloomReachReplySalesforceVonage Business

PLATINUMAvayaMaritzCXMedalliaOraclePegaSystemsQualtricsService NowVerint

SILVERAximCincomCommunisisConfirmiteGainElasticPathGlanceKantar TNSNewVoiceMediaNICEQuadientSerenovaThunderheadTransversalZoho

Who will attend

Senior business and IT leaders responsible for understanding:

• Chief customer officers• Chief marketing officers• Chief information officers• Marketing and sales leaders• Customer experience and

service executives• Web and social media

strategists• Managers of customer data

and analytics

• CX Vision and Strategy• Customer Centricity• Customer Data & Analytics

2018 Tracks

• Multi-channel CX• Voice of the Customer• AI in CX

Gartner Customer Experience & Technologies Summit 2019

Audience Profile*

Analyst/Specialist Engineer/Consultant - 2%

3%

Job TitleC-level

Enterprise Size (by employees)

Small (1-749) 27%

Architect 6%

22%

18% VP

XX-Large (20,000+) 44%

14%

8% Medium(750-1,999)

Manager 13%Director

Industries

7%X-Large (5,000-19,999)

Large (2,000-4,999)

Transportation - 2% Portugal - 2%Energy & Utilities Financial Services UK & IrelandRussian Federation

Retail 3%4%

32% Italy 3% 28%5%

Media

Miscellaneous

4% Middle East 6%

Manufacturing15%

Services11% 14%

Gov’t/Public Sector DACH

Client vs. Non-Client

Client 75%Non-Client 25%

*based on 2018 attendees

Attendee Survey Highlights83% have purchasing involvement for their entire organization

83% have two or fewer meetings with new technology providers in the office each month

94% plan to evaluate new products & technology providers

based on 2018 pre-event attendee survey highlights

For more details and to sponsor, email european.exhibits@gartner.com

Other11% 25%

Countries/Region

Healthcare 5%

21%14% Nordic7%

ROW 7%

10%7% NA

Benelux