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Gartner Customer 360 HighlightsKey Moments from Gartner's Summit.

May 1, 2013 in San Diego, CA

Hot Topics

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Keynote by Jim Davies, Gene Alvarez and Ed Thompson

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Erik Wahl

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We are taught to become risk

averse and logical.

Creativity is the new corporate

capital.

Erik Wahl

6 Painting and slide by Erik Wahl, photo via Teresa Nord(@teenord)

Innovation lies in the grey area between chaos and order.

Erik Wahl

7Painting by Erik Wahl, photo via Gene Alvarez @galvar60)

“The smell of Crayola crayons reduces blood pressure 10 points.”

Erik Wahl

8 Slide by Erik Wahl, photo via David Ashton (@ydris)

“Creativity is the ability to see what no one else sees, and make it real.”

Erik Wahl

9 Erik Wahl, photo via Jennifer Waite (@jlw8_)

FEAR = False Evidence Appearing Real.

Erik Wahl

10 Slide by Erik Wahl, photo via David Wu (@davidpwu)

FEAR = False Evidence Appearing Real.

Erik Wahl

11 Paintings by Erik Wahl, photo via Jennifer Waite (@jlw8_)

“What is a creative idea worth?”

Erik Wahl

12 Erik Wahl, photo via Kelly Burke (@kellyD_twenty20)

Transcend the commoditization of social and share creativity as children do.

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What key social and technology trends will disrupt the way your business delivers Customer Service and Support? To remain competitive, companies must adopt a Fact-based Performance Management Culture."Drive-by" or transactional relationships are costly to establish and hard to maintain.

Customer Relationship Management is not an application, it is a business strategy.

Michal Maoz –Gartner, VP Distinguished Analyst

The Next Generation of Customer Engagement

Robert DeSisto –Gartner, VP Distinguished Analyst

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Comparing sales force automation of 2015, to sales force automation of the past will be comparing the radio to an HDTV. Salespeople will finally have a tool that will help them sell, collaborate with partners, customers and other employees in their company.

Social data feeds will alter how salespeople use SFA apps: consumerization, enriched collaboration, streamlined data access.Relevant sales-related content will be at salesreps finger tips to use during selling situations, social interactions will become a normal mode of interacting. New entrants to the profession won't know how great they have it.Mobile, Social, Cloud, and Analytics Power - the Future of Sales.

Jim Davies

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Today's Big Data is next year's average-size data! Customers provide feedback every time they call, email a contact center, tweet their friends, or engage with an organization.95% of this feedback is ignored, yet it contains a wealth of business-critical insight that, if acted upon, can help drive customer retention, satisfaction and growth.Recycling this feedback through a holistic V.o.C. program is something all organizations should embrace.

Ed Thompson & Partha Iyengar –Gartner, VP Distinguished Analysts

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If you garner feedback from your customers, let them know what you did with it!

Most employees do not care about the customer's experience. Organizations must change cultures so that employees do the right thing by nature, empowered to take action and innovate.Customer Experience Management rates 3rd with CEOs for business improvement in 2013.

Both CXM and service are the second highest drivers for innovation, for CIOs in 2013. 

Customer Experience Is the Next Competitive Frontier.

Hope we get to meet! Booth # 501

Thanks to everyone who shared quotes, observations, photos and more from Gartner Customer 360 today!

http://www.sdl.com

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