Gartner Customer Strategies & Technologies Summit 2016

Transcription

1 EARLY-BIRD DISCOUNT Save 325 by 18 March Gartner Customer Strategies & Technologies Summit May London, U.K. gartnerevent.com/eu/crm Key Benefits Develop a bimodal IT strategy for CRM Influence 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

2 Defining Moments: Create Insight. Transform Experiences. Drive Growth. 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. 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 For the most up to date information about our agenda, speakers and sessions please visit our website gartnerevent.com/eu/crm Infl uencing stakeholders and better communication Gartner Customer Strategies & Technologies Summit 2016

3 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 Gartner topics Keynotes by track 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 Ed Thompson VP Distinguished Analyst Frank Buytendijk VP Distinguished Analyst Hot Guest topics Keynote by track Take Hold of Your Future How to Create Magic for Your Customers Patrick Dixon Author and Futurist Visit gartnerevent.com/eu/crm or call for updates and to register!

4 Tracks at a Glance 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. 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 Want Velocity? Get Agility Andy Kyte How to Navigate the Politics and Cultural Change in Your CRM Program Tad Travis Focus on the Business Outcomes of CRM Projects Lars Mieritz Best Practices for Developing a Bimodal IT Strategy for CRM Kim Collins To The Point: Getting Executive Support for CRM Gene Alvarez How to Boost Business Agility via Do-It-Yourself Integration Massimo Pezzini Digital Ethics: When Saying "I'm Sorry" is Not Enough Frank Buytendijk How to Master Customer Journey Analytics Brian Manusama Listening, Analyzing and Acting on the Voice of the Customer: Now Louder than Ever Jim Davies How to Create a Customer Data Quality Strategy for Digital Business Saul Judah To The Point: Six Styles of Customer Analytics Gareth Herschel Driving Successful Cross-Channel Customer Engagements With Content in Context Mick MacComascaigh Customer Portal Best Practices, Portal and Web Strategies Gene Phifer Navigating the Personalization Labyrinth For Superior Customer Experiences Mick MacComascaigh How Virtual Customer Assistant 2.0 Will Radically Change the Customer Experience Brian Manusama Ten Steps to Running a Successful Customer Engagement Hub Project: From Idea to Execution Olive Huang To The Point: Why You Need Employee Journey Mapping and Analysis Jim Davies Digital Commerce 2020: Top 10 Trends Shaping Tomorrow's Sales Gene Alvarez Engaging Customers in a Mobile, Digital World for Superior Customer Service Michael Maoz The IT-Business Relationship is Key for Sales Growth Ilona Hansen Maverick Session: Top Emerging Trends and their Impact on Customer Engagement Don Scheibenreif Maverick Session: What to do When Things Become Customers Don Scheibenreif To The Point: Focus on Partner Relationship Management to Grow Your Channel Partner Sales Ilona Hansen Agenda sessions as of 4 February 2016 and subject to change Additional Agenda Highlights Case Studies 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* Hear real-life case studies from leading organisations sharing their insights on concerns, challenges and solutions Small-scale and interactive; drill down on specific topics with a how-to focus *Space is limited and pre-registration is required. Gartner Customer Strategies & Technologies Summit 2016

5 Registration and Pricing 3 Easy Ways to Register Web: gartnerevent.com/eu/crm emea.registration@gartner.com Telephone: Pricing Early Bird Price: 2,225 + VAT (Ends 18 March 2016) Standard Price: 2,550 + VAT Public Sector Price: 2,025 + VAT 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 Gartner Clients A Gartner ticket covers both days of the Summit. Contact your Account Manager or 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, emea.teamsend@gartner.com or contact your Gartner Account Manager. 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 The forward thinking discussions and presentations have left us all looking to drive business change. The University of Nottingham Venue Park Plaza Westminster, London, U.K. Phone: Gartner hotel room rate Prices start from VAT per night Visit gartnerevent.com/eu/crm or call for updates and to register!

6 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. Sponsorship Opportunities For further information about sponsoring this event: Telephone: european.exhibits@gartner.com Premier Sponsors 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. 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. Silver Sponsors [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. ISIS Papyrus Software offers the Papyrus platform for fully integrated inbound and outbound OMNI channel communications and process optimization. Customerfocused service and corporate environments benefit from Adaptive Case Management applications on browser, mobile and cloud. Marketo provides the leading marketing software and solutions designed to help marketers master the art and science of digital marketing. Mitel address the evolving needs of a mobile-first world, helping over 60 million business users connect, collaborate and deliver an outstanding customer experience Sponsors as of 4 February 2016 and subject to change 2016 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. For more information, info@gartner.com or visit gartner.com.