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10 - 11 May 2017 / London, UK gartner.com/eu/cx
Gartner Customer Experience & Technologies Summit 2017
Gartner predicts that by 2020, more than 40% of all data analytics projects will relate to an aspect of customer experience.
Hot Topics
CX vision and strategy
Customer data and analytics
CX design Multichannel CX
CX metrics
Early-bird savings Register by 10 March 2017 and save €325
Agenda Tracks
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.
B Customer Data & 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.
C Customer Experience Design This track looks at how to design a better digital user experience. Designing a great customer experience requires thinking from the customers’ perspective and the use of multiple new, different skills. The user experience is having an increasingly important impact on the overall customer experience as a growing percentage of customer interactions go digital.
D Customer Experience Channels This track looks at how organizations should plan for and build out a strategy for a better multichannel customer experience. Channel shift is in full swing for most organizations in most industries. And the numbers of new channel types are only set to increase. Yet customers want all these channels to be joined up, cohesive and integrated. They are seeking seamless, unified customer experience.
#GartnerCX
“A moment in time when IT and Business can come together and discuss the future in an energetic and positive environment with knowledge in reach.” Folksam Insurance
“Very inspiring sessions, helping us in our journey for defining the digital customer strategy.” Heineken International
What our attendees say?
Guest Keynotes Connected! A Customer Journey into Life and Work in the Digital Society
Frank Buytendijk VP & Gartner Fellow
Have You Experienced Your Business as a Customer?
Stefan Hyttfors Acclaimed futurist and author
Taking an Entrepreneurial Approach to Customer Experience
Sahar Hashemi Thought leader on innovation and entrepreneurship
• Head of Customer Experience
• Chief Customer Officer
• CRM Manager
• Customer Engagement Manager
• Customer Data and Analytics Manager
• Customer Insight Manager
• IT leader supporting CX initiatives
• Customer Service & Support Manager
• Applications Manager
• Contact Centre Manager
• Marketing Manager
• IT Architect
Who Should AttendThe leading event for customer experience professionals and IT leaders supporting CX initiatives
European organizations are consumed with firefighting the causes of customer experience dissatisfaction. This relentless pursuit has been complicated by the emergence of new channels, new customer behaviors, new design breakthroughs, new customer expectations and new sources of customer data.
Over the past 10 years, Gartner has conducted extensive research aimed at helping organizations overcome these challenges and embracing the opportunities that focusing on the customer experience entails. The Gartner Customer Experience & Technologies Summit builds on this backdrop, providing actionable advice on what to do today and also looking to the future where a new generation of customers’ expectations need to be met and where things become customers. Embracing these changes as well as technologies like chatbots, artificial intelligence and virtual reality all need to be considered when shaping the future of your customer experience.
Shaping the Future of Customer Experience
Visit gartner.com/eu/cx or call +44 (0)20 8879 2430 for updates and to register!
Key Benefits
• 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
• Improve customer data quality for insight into customer behaviors and journeys
• Understand technology, business and societal trends that will impact on customer engagement
• Create a single view of the customer to provide timely and relevant insights
• Craft a better digital user experience to improve customer adoption
• Create seamless multichannel customer experiences to drive better engagement
• Use process design to improve B2B CX programs
• Prepare for the impact of “Things” becoming customers
For the most up to date information about our agenda, speakers and sessions please visit our website gartner.com/eu/cx
Case Studies
Hear real-life case studies from leading organizations sharing their insights on concerns, challenges and solutions
Analyst One-on-One Meeting
Complimentary consulting with Gartner analyst of your choice
Analyst-User Roundtable Discussions
Moderated by Gartner analysts for exchanging ideas and best practices with your peers
Agenda at a Glance
08:00 – 20:00 Registration and Information
08:15 – 09:00 Tutorial: How to Build the Business Case for a Technology Investment to Improve the Customer Experience (Foundational) Olive Huang Tutorial: How to Create a Data Quality Strategy (Foundational) Saul Judah
09:15 – 10:15 Welcome and Gartner Opening Keynote: Connected! A Customer Journey into Life and Work in the Digital Society Frank Buytendijk
10:15 – 11:15 Guest Keynote: Have You Experienced Your Business as a Customer? Stefan Hyttfors, Acclaimed Futurist and Author
11:15 – 11:45 Refreshment Break in the Solution Showcase
TRACKS A. Customer Strategy B. Customer Data & Analytics C. Customer Experience Design D. Customer Experience Channels Ask the Analyst Roundtables* Workshops*
11:45 – 12:30 Customer Experience Strategy Scenario: Roadmap to Differentiation Ed Thompson
Six Styles of Customer Analytics (Foundational) Gareth Herschel
Establishing Your Digital Experience Platform (Advanced) Gene Phifer
The CX Channels Scenario: The Battle for Omnichannel Steve Blood, Jim Davies and Jenny Sussin
12:30 – 13:45 Lunch in the Solution Showcase 12:50 – 13:05 Magic Quadrant for Customer Engagement Center Michael Maoz
13:45 – 14:30 Top Emerging Trends and Their Impact on Customer Engagement Don Scheibenreif
The CX Data and Analytics Scenario: Why Customer Analytics Should be Your No.1 Investment in 2017 Gareth Herschel
The CX Design Scenario: Designing for People Brian Prentice
Why Humans Will Remain at the Core of Great Customer Service Michael Maoz
13:30 – 14:30 Ask the Analyst: Personalizing the Digital Customer Experience Mick MacComscaigh
13:45 – 15:15 Workshop: Building Customer Journey Maps for Developing and Improving Services (Advanced) Magnus Revang and Brian Manusama
14:45 – 15:15 Solution Provider Sessions
15:15 – 16:00 Refreshment Break in the Solution Showcase 15:30 – 15:45 Magic Quadrant for Web Content Management Mick MacComscaigh
16:00 – 16:45 The Ten Habits of Customer-Centric Organizations Olive Huang and Jenny Sussin
How to Listen Better to The Voice of the Customer (Foundational) Jim Davies
How the Digital Age is Reinventing Web Content Management Mick MacComscaigh
Harness the Disruption in Communications and Collaboration for Competitive Advantage (Advanced) Bern Elliot
15:45 – 16:45 Ask the Analyst: Improving Customer Data Quality Saul Judah
16:00 – 17:30 Workshop: Improving the B2B Customer Experience Ilona Hansen
17:00 – 17:30 To the Point: How to Measure the Customer Experience Ed Thompson
To the Point: How to Create a Single View of the Customer Saul Judah
To the Point: User Experience Disasters and How to Avoid Them Magnus Revang and Gene Phifer
To the Point: Using BOTs for Customer Experience — Better, Faster and Cheaper (Advanced) Brian Manusama
17:30 – 19:30 Networking Reception in the Solution Showcase
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08:00 – 16:30 Registration and Information
08:45 – 09:30 How Superior Employee Experience Drives Superior Customer Experience Jim Davies
Customer Journey Analytics: Moving From Optional to Essential (Advanced) Gareth Herschel
Digital Commerce 2025: Commerce That Comes to You Mike Lowndes
The Future of Social Media as a Customer Service Channel Jenny Sussin
08:30 – 09:30 Ask the Analyst: Building a Digital Design Capability Brian Prentice
08:45 – 10:15 Workshop: What Will Your CRM Technology Landscape Look Like in Five Years? (Advanced) Michael Maoz and Olive Huang
09:45 – 10:15 Solution Provider Sessions
10:15 – 10:45 Refreshment Break in the Solution Showcase 10:20 – 10:35 Magic Quadrant for Contact Center as a Service, Western Europe Steve Blood
10:45 – 11:30 Case Study Case Study Case Study Case Study 10:30 – 11:30 Ask the Analyst: Dealing With Uncertainty and Distressed Communication Vendors Bern Elliot
10:45 – 12:15 Workshop: Getting Your Message Across Rob Geraghty, Executive Coach and Expert on Influencing and Presenting
11:45 – 12:30 Leadership: The Most Critical Success Factor In Improving the Customer Experience Debra Logan
Personalization Options for Enabling Better Customer Experiences Mick MacComscaigh
Building a User Experience Team Magnus Revang
Architect Your Business to Engage "Things" as Customers (Advanced) Don Scheibenreif
11:45 – 12:45 Ask the Analyst: Voice of the Customer Jim Davies
12:30 – 13:30 Lunch in the Solution Showcase 12:40 – 12:55 Magic Quadrant for Digital Commerce Mike Lowndes
13:30 – 14:15 Building a Better B2B Customer Experience Program Ilona Hansen
What to Do and Not to Do With Artificial Intelligence and Cognitive Computing (Advanced) Brian Manusama
Learning Customer Journey Mapping Magnus Revang
The Evolving Role of Unified Communications in the Customer Experience Steve Blood
13:15 – 14:15 Ask the Analyst: Customer Analytics: What Could It Mean for You? Gareth Herschel
14:30 – 15:15 What Are Customer Expectations for Privacy? Jenny Sussin
The Future of Data and Analytics: Empowerment and Anarchy (Advanced) Debra Logan
Creating a Digital Design Capability, Organization Strategies and Tactics (Advanced) Brian Prentice
How Artificial Intelligence, Digital Business and cPaaS Are Driving the Next Contact Center Platform Bern Elliot
15:15 – 15:45 Refreshment Break in the Solution Showcase
15:45 – 16:30 Guest Keynote: Taking an Entrepreneurial Approach to Customer Experience Sahar Hashemi, Thought Leader on Innovation and Entrepreneurship
16:30 – 16:35 Closing Remarks Ed Thompson
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© 2017 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. For more information, email [email protected] or visit gartner.com.
Workshops
Small-scale and interactive; drill down on specific topics with a how-to focus
#GartnerCX
08:00 – 20:00 Registration and Information
08:15 – 09:00 Tutorial: How to Build the Business Case for a Technology Investment to Improve the Customer Experience (Foundational) Olive Huang Tutorial: How to Create a Data Quality Strategy (Foundational) Saul Judah
09:15 – 10:15 Welcome and Gartner Opening Keynote: Connected! A Customer Journey into Life and Work in the Digital Society Frank Buytendijk
10:15 – 11:15 Guest Keynote: Have You Experienced Your Business as a Customer? Stefan Hyttfors, Acclaimed Futurist and Author
11:15 – 11:45 Refreshment Break in the Solution Showcase
TRACKS A. Customer Strategy B. Customer Data & Analytics C. Customer Experience Design D. Customer Experience Channels Ask the Analyst Roundtables* Workshops*
11:45 – 12:30 Customer Experience Strategy Scenario: Roadmap to Differentiation Ed Thompson
Six Styles of Customer Analytics (Foundational) Gareth Herschel
Establishing Your Digital Experience Platform (Advanced) Gene Phifer
The CX Channels Scenario: The Battle for Omnichannel Steve Blood, Jim Davies and Jenny Sussin
12:30 – 13:45 Lunch in the Solution Showcase 12:50 – 13:05 Magic Quadrant for Customer Engagement Center Michael Maoz
13:45 – 14:30 Top Emerging Trends and Their Impact on Customer Engagement Don Scheibenreif
The CX Data and Analytics Scenario: Why Customer Analytics Should be Your No.1 Investment in 2017 Gareth Herschel
The CX Design Scenario: Designing for People Brian Prentice
Why Humans Will Remain at the Core of Great Customer Service Michael Maoz
13:30 – 14:30 Ask the Analyst: Personalizing the Digital Customer Experience Mick MacComscaigh
13:45 – 15:15 Workshop: Building Customer Journey Maps for Developing and Improving Services (Advanced) Magnus Revang and Brian Manusama
14:45 – 15:15 Solution Provider Sessions
15:15 – 16:00 Refreshment Break in the Solution Showcase 15:30 – 15:45 Magic Quadrant for Web Content Management Mick MacComscaigh
16:00 – 16:45 The Ten Habits of Customer-Centric Organizations Olive Huang and Jenny Sussin
How to Listen Better to The Voice of the Customer (Foundational) Jim Davies
How the Digital Age is Reinventing Web Content Management Mick MacComscaigh
Harness the Disruption in Communications and Collaboration for Competitive Advantage (Advanced) Bern Elliot
15:45 – 16:45 Ask the Analyst: Improving Customer Data Quality Saul Judah
16:00 – 17:30 Workshop: Improving the B2B Customer Experience Ilona Hansen
17:00 – 17:30 To the Point: How to Measure the Customer Experience Ed Thompson
To the Point: How to Create a Single View of the Customer Saul Judah
To the Point: User Experience Disasters and How to Avoid Them Magnus Revang and Gene Phifer
To the Point: Using BOTs for Customer Experience — Better, Faster and Cheaper (Advanced) Brian Manusama
17:30 – 19:30 Networking Reception in the Solution Showcase
08:00 – 16:30 Registration and Information
08:45 – 09:30 How Superior Employee Experience Drives Superior Customer Experience Jim Davies
Customer Journey Analytics: Moving From Optional to Essential (Advanced) Gareth Herschel
Digital Commerce 2025: Commerce That Comes to You Mike Lowndes
The Future of Social Media as a Customer Service Channel Jenny Sussin
08:30 – 09:30 Ask the Analyst: Building a Digital Design Capability Brian Prentice
08:45 – 10:15 Workshop: What Will Your CRM Technology Landscape Look Like in Five Years? (Advanced) Michael Maoz and Olive Huang
09:45 – 10:15 Solution Provider Sessions
10:15 – 10:45 Refreshment Break in the Solution Showcase 10:20 – 10:35 Magic Quadrant for Contact Center as a Service, Western Europe Steve Blood
10:45 – 11:30 Case Study Case Study Case Study Case Study 10:30 – 11:30 Ask the Analyst: Dealing With Uncertainty and Distressed Communication Vendors Bern Elliot
10:45 – 12:15 Workshop: Getting Your Message Across Rob Geraghty, Executive Coach and Expert on Influencing and Presenting
11:45 – 12:30 Leadership: The Most Critical Success Factor In Improving the Customer Experience Debra Logan
Personalization Options for Enabling Better Customer Experiences Mick MacComscaigh
Building a User Experience Team Magnus Revang
Architect Your Business to Engage "Things" as Customers (Advanced) Don Scheibenreif
11:45 – 12:45 Ask the Analyst: Voice of the Customer Jim Davies
12:30 – 13:30 Lunch in the Solution Showcase 12:40 – 12:55 Magic Quadrant for Digital Commerce Mike Lowndes
13:30 – 14:15 Building a Better B2B Customer Experience Program Ilona Hansen
What to Do and Not to Do With Artificial Intelligence and Cognitive Computing (Advanced) Brian Manusama
Learning Customer Journey Mapping Magnus Revang
The Evolving Role of Unified Communications in the Customer Experience Steve Blood
13:15 – 14:15 Ask the Analyst: Customer Analytics: What Could It Mean for You? Gareth Herschel
14:30 – 15:15 What Are Customer Expectations for Privacy? Jenny Sussin
The Future of Data and Analytics: Empowerment and Anarchy (Advanced) Debra Logan
Creating a Digital Design Capability, Organization Strategies and Tactics (Advanced) Brian Prentice
How Artificial Intelligence, Digital Business and cPaaS Are Driving the Next Contact Center Platform Bern Elliot
15:15 – 15:45 Refreshment Break in the Solution Showcase
15:45 – 16:30 Guest Keynote: Taking an Entrepreneurial Approach to Customer Experience Sahar Hashemi, Thought Leader on Innovation and Entrepreneurship
16:30 – 16:35 Closing Remarks Ed Thompson
Agenda as of 24 January 2017 and subject to change
2017
* Registration required; End-user organizations only
Solution Showcase
Registration and Pricing
Premier
Silver
Platinum
With more than 420,000 customers, and with deployments across a wide variety of industries in more than 145 countries, Oracle offers a comprehensive and fully integrated stack of cloud applications, platform services, and engineered systems.
www.oracle.com
Sponsorship Opportunities
For further information about sponsoring this event:
Telephone: +44 (0)1784 267456E-mail: [email protected]
SugarCRM enables visionary business leaders and forward thinking change agents to find new ways to harness their CRM platform to create extraordinary customer relationships. SugarCRM places the individual at the center of its solution - helping businesses extract insight across data sets and transform the customer experience through highly personalized interactions. SugarCRM delivers a fully transformed, personalized user experience that is immersive, engaging and intuitive and optimizes customer experiences along every stage of the journey.
www.sugarcrm.com
Develop a shortlist of technology providers who can meet your particular needs. We offer you exclusive access to some of the world’s leading technology and service solution providers in a variety of settings.
Visit gartner.com/eu/cx or call +44 (0)20 8879 2430 for updates and to register! #GartnerCX
Web: gartner.com/eu/cxE-mail: [email protected]: +44 (0)20 8879 2430
Pricing
Early Bird Price: €2,300 + UK VAT(Ends 10 March 2017)Standard Price €2,625 + UK VATPublic Sector Price €2,075 + UK VAT
Park Plaza Westminster | London, UK.Phone: +44 (0)20 3740 5411
Gartner ClientsA Gartner ticket covers both days of the Summit. Contact your Account Manager or e-mail [email protected] to register using a ticket.
Summit Team Discount Offers:• 4 for the price of 3
• 7 for the price of 5
• 10 for the price of 7
Send more, Save more!Maximize learning by participating together in relevant sessions or splitting up to cover more ground, sharing your session take-aways later.
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The flexible Papyrus Software Platform enables in&outbound omnichannel customer communications, document management and adaptive process management for traditional and online channel enterprise customer operations.
www.isis-papyrus.com
ResponseTap offers one of the most comprehensive call intelligence solutions worldwide, used by more than 2,000 clients to enhance customer experience and improve marketing ROI.
www.responsetap.com
Qualtrics is a rapidly growing software-as-a-service company and the leader in customer insights. In Europe, more than 1,000 enterprises rely on Qualtrics technology, alongside half of Europe’s top universities. Our solutions make it fast and easy to capture customer, employee, and market insights in one place. These insights help our clients make informed, data-driven business decisions. Global enterprises, academic institutions, and government agencies use Qualtrics to collect, analyse, and act on a wide range of customer, employee and market feedback.
www.qualtrics.com
