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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

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