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Gartner Customer Strategies & Technologies Summit 201625 – 26 May | London, U.K.gartnerevent.com/eu/crm
Key Benefits
• Develop a bimodal IT strategy for CRM
• Infl uence your stakeholders
• Map and analyze the customer journey
• Prepare for the Internet of Things
• Transform the customer experience
• Make the right customer analytics investments
• Improve IT/business collaboration
Gartner Customer Strategies & Technologies Summit 2016#GartnerCRM
What’s New for 2016 • Customer journey mapping and analytics
• Customer portals
• Personalized customer experiences
• Bimodal CRM strategies
• The Internet of Things and its impact on CRM strategies
• Infl uencing stakeholders and better communication
The Summit is Europe’s most important annual gathering of business and IT professionals focusing on customer initiatives. Gartner Customer Strategies & Technologies Summit 2016 is the place to discover the latest research and practical advice to help you maximize the value of your customer strategy.
In our careers, companies and customer interactions, we all encounter “defi ning moments”: events that shake up the status quo, bring major change, risk and opportunity. The digital revolution is increasing the frequency of these defi ning moments and their impact is profound. At this Summit we will examine various types of defi ning moments to help you create new insight, transform your customer experiences and drive growth.
Defi ning Moments: Create Insight. Transform Experiences. Drive Growth.
For the most up to date information about our agenda, speakers and sessions please visit our website gartnerevent.com/eu/crm
Visit gartnerevent.com/eu/crm or call +44 20 8879 2430 for updates and to register! #GartnerCRM
Agenda tracks
A Set Your Strategy This track provides practical advice on how to overcome the pitfalls that could cause your customer strategy to fail, and take the necessary steps to ensure progress on your CRM goals.
• Gaining executive support
• Developing a clear vision and strategy
• Overcoming cultural and interdepartmental resistance
• Controlling rogue deployments
• Measuring the success of CRM projects
B Create Insight This track examines how you can create insights into your customers’ transactions, behaviors and attitudes.
• Developing a customer analytics strategy
• Creating a single view of the customer
• Acquiring, collating, consolidating, cleaning, analyzing and utilizing customer data
• Using big data and advanced analytics to support key sales, marketing and customer service initiatives.
C Transform Customer Experiences This track will examine how to transform the customer experience for the better.
• Designing and personalizing the customer experience
• Listening to the voice of the customer
• Analyzing the customer journey.
• Developing a “Customer Engagement Hub.”
D Drive Growth In this track, we will look at the defining moments in the selling and marketing processes that can be improved to accelerate the growth of revenue and profits.
• Preparing for the impact of the internet of things
• Understanding and implementing emerging mobile and digital technologies
• Creating consistent cross-channel experiences
• Co-ordinating digital commerce, marketing and sales efforts
Hot topics by track
Hot topics by track
Gartner Keynotes
Guest Keynote
Defining Moments That Shape Your Customer Strategy
Ed Thompson and Frank Buytendijk
What is True? And Does It Matter in the Data-Driven World?
Frank Buytendijk
Take Hold of Your Future — How to Create Magic for Your Customers
Patrick Dixon Author and Futurist
Ed Thompson VP Distinguished Analyst
Frank Buytendijk VP Distinguished Analyst
Tracks at a Glance
Gartner Customer Strategies & Technologies Summit 2016#GartnerCRM
A. Set Your Strategy B. Create Insight C. Transform Customer Experiences D. Drive Growth
Developing a CRM Vision and Strategy:Why is it so Difficult? Scott Nelson
Customer Analytics — What to Invest In to Achieve Your Business Objectives Gareth Herschel
Five Steps to Customer Experience Transformation Ed Thompson
How to Align Your Sales Force Automation Roadmap with Corporate Objectives Tad Travis
Cultural Change: The Lurking Inhibiter to CRM Scott Nelson
How to Create a Single View of the Customer and Beyond Saul Judah
Customer Experience Platforms — Tying the UX, Web, Portal, Mobile and Analytics Together Gene Phifer
Enabling Growth Through Integrated Marketing Management Kim Collins
The Revolution in CRM Architectures and their Impact on Your CRM Strategy Olive Huang
How to Boost Business Agility via Do-It-Yourself Integration Massimo Pezzini
Driving Successful Cross-Channel Customer Engagements With Content in Context Mick MacComascaigh
Digital Commerce 2020: Top 10 Trends Shaping Tomorrow's Sales Gene Alvarez
Want Velocity? Get Agility Andy Kyte
Digital Ethics: When Saying "I'm Sorry" is Not Enough Frank Buytendijk
Customer Portal Best Practices, Portal and Web Strategies Gene Phifer
Engaging Customers in a Mobile, Digital World for Superior Customer Service Michael Maoz
How to Navigate the Politics and Cultural Change in Your CRM Program Tad Travis
How to Master Customer Journey Analytics Brian Manusama
Navigating the Personalization Labyrinth For Superior Customer Experiences Mick MacComascaigh
The IT-Business Relationship is Key for Sales Growth Ilona Hansen
Focus on the Business Outcomes of CRM Projects Lars Mieritz
Listening, Analyzing and Acting on the Voice of the Customer: Now Louder than Ever Jim Davies
How Virtual Customer Assistant 2.0 Will Radically Change the Customer Experience Brian Manusama
Maverick Session: Top Emerging Trends and their Impact on Customer Engagement Don Scheibenreif
Best Practices for Developing a Bimodal IT Strategy for CRM Kim Collins
How to Create a Customer Data Quality Strategy for Digital Business Saul Judah
Ten Steps to Running a Successful Customer Engagement Hub Project: From Idea to Execution Olive Huang
Maverick Session: What to do When Things Become Customers Don Scheibenreif
To The Point: Getting Executive Support for CRM Gene Alvarez
To The Point: Six Styles of Customer Analytics Gareth Herschel
To The Point: Why You Need Employee Journey Mapping and Analysis Jim Davies
To The Point: Focus on Partner Relationship Management to Grow Your Channel Partner Sales Ilona Hansen
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Case Studies
Hear real-life case studies from leading organisations 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
Workshops*
Small-scale and interactive; drill down on specific topics with a how-to focus
Additional Agenda Highlights
*Space is limited and pre-registration is required.
Please visit gartnerevent.com/eu/crm for full agenda details.When attending this event, please refer to the agenda handout provided or the
Gartner Events mobile app for the most up to date session and location information.
Visit gartnerevent.com/eu/crm or call +44 20 8879 2430 for updates and to register! #GartnerCRM
Who Should Attend• IT Leaders
– Head of IT
– Head of IT Operations
– Head of IT Planning
– VP/Director of IT
– IT Program Manager
– IT Project Manager
– CTO
– Director of CRM Systems
– CRM Applications Manager
– CRM Project Manager
– VP of Applications
– Head of IT Operations and Planning
• Business Leaders
– Chief Customer Offi cer
– Director of Customer Experience
– Director of Customer Strategy
– Director of Customer Service
– Director of Customer Solutions
– Director of Business Operations
– Director of Sales Operations
– Marketing Manager
– Customer Data Manager
– Voice of the Customer Manager
Park Plaza Westminster, London, U.K.
Phone: +44 20 3740 5411
www.parkplaza.com
Gartner hotel room ratePrices start from £185 + VAT per night
Venue
3 Easy Ways to RegisterWeb: gartnerevent.com/eu/crm
Email: emea.registration@gartner.com
Telephone: +44 20 8879 2430
PricingEarly Bird Price: €2,225 + VAT(Ends 18 March 2016)
Standard Price: €2,550 + VAT
Public Sector Price: €2,025 + VAT
Gartner Clients A Gartner ticket covers both days of the Summit. Contact your Account Manager or email emea.events@gartner.com to register using a ticket.
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.
Summit Team Discount Offers:
• 4 for the price of 3
• 7 for the price of 5
• 10 for the price of 7
For more information, email emea.teamsend@gartner.com or contact your Gartner Account Manager.
Registration and Pricing
The forward thinking discussions and presentations have left us all looking to drive business change. The University of Nottingham
The conference has given me a lot of ideas on how to get analysis out in the organization and make it part of everyday work, to get prioritization. H&M
Solution Showcase Develop a “shortlist” of technology and service providers. Get exclusive access to client case studies, product roadmaps, and demos. Talk to solution experts who can answer your specific questions.
© 2016 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. For more information, email info@gartner.com or visit gartner.com.
Sponsorship Opportunities
For further information about sponsoring this event:Telephone: +44 178 426 7456Email: european.exhibits@gartner.com
Sponsors as of 4 February 2016 and subject to change
SugarCRM enables businesses to create extraordinary customer relationships with the most innovative and affordable customer relationship management (CRM) solution on the market. By placing the individual at the center of its solution, SugarCRM is putting the “i” in CRM and empowering people at all levels of an organisation to better understand and engage with customers. More than 1.5M individuals in over 120 countries rely on SugarCRM. www.sugarcrm.com
[24]7’s platform enables an omnichannel experience. We connect customer interactions, increasing revenues, reducing costs, and creating more satisfied customers for the Global 100 market leaders.www.247-inc.com
Marketo provides the leading marketing software and solutions designed to help marketers master the art and science of digital marketing.www.marketo.com
Verint® Systems Inc. (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions for customer engagement optimization, security intelligence, and fraud, risk and compliance. More than 10,000 organizations in over 180 countries use Verint solutions to improve enterprise performance. Verint’s customer engagement solutions empower organisations, providing them with the crucial insights to deliver enhanced customer experiences. Verint solutions enable decision makers and employees alike to anticipate, respond and take action to ultimately drive loyalty, operational efficiency and increase revenue.www.verint.com
ISIS Papyrus Software offers the Papyrus platform for fully integrated inbound and outbound OMNI channel communications and process optimization. Customer-focused service and corporate environments benefit from Adaptive Case Management applications on browser, mobile and cloud. www.isis-papyrus.com
Mitel address the evolving needs of a mobile-first world, helping over 60 million business users connect, collaborate and deliver an outstanding customer experiencewww.mitel.com
Premier Sponsors
Silver Sponsors