gartner customer strategies & technologies summit 2015 · gartner customer strategies &...
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EARLY-BIRD DIscount save €325 by 10 April
Gartner Customer Strategies & Technologies Summit 201510 – 11 June | London, UK | gartner.com/eu/crm
Key benefits of attending
• Developaclearcustomervisionandstrategy
•OvercomeorganizationalbarrierstoCRMsuccess
• Unlocktherealbusinessvalueinyourcustomerdata
• Elevatecustomerexperiencesthroughcustomerjourneydesignandmonitoring
• Providepersonalizedcustomerinteractionsacrossmarketing,sales,serviceanddigital-commerce
EmbracingComplexitytoEngagewithCustomers
Embracing Complexity to Engage with Customers
Gartner Customer Strategies & Technologies Summit 2015
Technologyoffersmoreandmoreopportunitiestoattract,engage,win,serve
andretaincustomers.However,unlockingthispotentialiscomplex.Business
modelsandstrategiesarecomplicatedtoenvision,designandexecute.
Systemsandapplicationsarecomplextomanage.Organizationsstruggle
moreandmorewithoverlappingsystems,processesandresponsibilities,
whileanalyticsandBigDataarecreatingmoreambiguitythaninsight.Most
willstruggletomasterthedigitalforcesactingonthem,butwinnersin
today’sbusinessenvironmentwillembracecomplexityandharnessitspower
tocreatenewsourcesofwealthandvalue.
The2015 Gartner Customer Strategies & Technologies Summitexplores
thenewdigitalopportunitiesandchallengesthatCRMleadersarefacing,
providingaroadmaptocutthroughthecomplexitytodevelopaclear
customerstrategy.TheSummitdeliverspracticaladviceonhowto:
•Managecomplex,two-waycustomerrelationshipsacrossmultiple
channelsandtouch-points
•Developanddeliverrelevantcustomerinteractionsandexperiencesacross
marketing,sales,serviceande-commerce
•OvercomethepoliticalandculturalhurdlesthatcancauseCRMprojectsto
stumble
•Decipherandunlocktherealbusinessvalueinyourorganization’sdata
•Drivevaluefromyourcustomerexperienceprojectsandmeasure
theresults
Join us at Gartner Customer Strategies Summit 2015 to build a CRM
action plan to help your organization take advantage of the
opportunities that digital technologies promise.
3 easy ways to registerWeb: gartner.com/eu/crm
Email: [email protected]
Telephone: +442088792430
Pricing Early-bird price: €2,150+VAT(ends 10 April 2015)
Standard Price: €2,475+VAT
Public Sector Price:€1,950+VAT
Gartner clients AGartnerticketcoversbothdaysoftheSummit.Contactyouraccountmanageroremailemea.events@gartner.com toregisterusingaticket.
Registration and pricing
Gain a much richer experience of the event and save!
Maximizeyourlearningbyattendingwithyourgroup.Participatetogetherinrelevantsessionsorsplituptocovermoretopics,sharingyoursessiontake-awayslater.
Complimentary registrations:• 1forevery3paidregistrations
• 2forevery5paidregistrations
• 3forevery7paidregistrations
Formoreinformation,[email protected] orcontactyourGartneraccountmanager.
Bring your team
Including your IT Leader, Customer Strategy Leader, Head of Customer Experience, Head of Customer Service, Sales and Marketing Leaders
Save €325 — Register by 10 April 2015 by visiting gartner.com/eu/crm
What’s new in 2015
This year’s event will deliver practical, real-world advice and thought provoking future scenarios on new topics such as:
• How“CustomerJourneys”canbedesignedandanalyzedto deliver outstanding multichannel customer experiences
• Howtodevelopa“CustomerEngagementHub”thatmanages all customer interactions
• Howyoucanusecustomerdatatocreateandleverage“businessmoments”
• Howtomeasurethetruebusinessbenefitofyour customer experience initiatives
• The“InternetofThings”andhowtoprepareforwhenthings become customers
• HowMarketingcantakeadvantageoftheopportunitiespresented by Big Data
• Identifyingthenewmobiletrendsthatwillimpactyour customers
• Howtoprepareyoursupportorganizationforaworldwithout agents
Shell: Delivering Best in Market Customer Experience to Improve Customer Loyalty
Laurence Fleury Romano Customer Experience Manager, Shell
Holistic Healing — How Johnson & Johnson is Using 360 Degree CRM to Better Understand Patients and Customers
Sanjay Singh, Worldwide IT Director — TotalView and Mobility MD&D, Johnson & Johnson
Bayer CropScience: Implementing a Global Commercial Excellence Program to Drive Customer Centricity
Armin Pfeiffer, Global Customer Interaction Manager, Bayer CropScience AG Dr. Arnd Nenstiel, Head of Customer Interaction Management, Bayer CropScience AG
ASDA: Customer Centric “e-volution” in Multichannel Commerce
Alex Alexander, Multichannel Technology Director, ASDA (part of Walmart Global eCommerce division)
Case studiesKeynotesessionsGartner Keynote: Customer Engagement Will Accelerate to the Speed of Digital Business
The future of business is being led by customers. Advancements in digital technologies are dramatically lowering barriers to entry to digital business – the creation of new business designs by blurring the physical and digital worlds. Today’s customers have the ability to rapidly and easily influence new and innovative business models. How will
customer strategies need to change in this fluid and increasingly complex world of digital business? In this keynote, we examine digital business and why it’s important, predict how customer engagement will change when people, business, and the internet of things interact, and discuss how you can start to engage customers on the journey to digital business.
Don Scheibenreif, Gartner
Gartner Keynote: We Analyze Too Much and Synthesize Too Little
This is a closing keynote you don’t want to miss. Provocative, engaging, and funny, it promises to fundamentally change your point of view. We’ll challenge people’s obsession with analysis. In an increasingly complex world, analytics actually suffer from diminishing returns. So what is the alternative? It’s about the art and science of synthesis. To find out
what that is, why it is important and how to apply it, you’re going to have to see for yourself!
Frank Buytendijk, Gartner
Guest Keynote: When Markets Become Networks: Rethinking Customer Strategies
This keynote will focus on how companies have to re-think their customer strategies in a world where technology and digital have become the new Normal. We’re witnessing the transition where markets as we know them are disappearing, and turning into complex networks of information. Markets turn into networks of intelligence, with the customer at
the epicenter. But this means we have to rethink the concept of ‘marketing’ in a networked world, we have to understand that information on customers is transforming into a constantly changing river instead of a stale pond. The network always wins, with rivers of information supplying us with insights into customers, where technology will allow us to keep being relevant to customers, but where we also have to re-establish the premium value of human interaction in a post-new normal world.
Peter Hinssen, Author and Entrepreneur
• ChiefCustomerOfficers
• CustomerServiceandSupportLeaders
• CIOs,TechnologyStrategists,ITManagers
• E-CommerceManagers
•MarketingManagers
• SalesManagers
• CustomerExperienceLeaders
• HeadsofCustomerStrategy
• HeadsofCustomerIntelligence
• ContactCentreManagers
• CRMProjectManagers
• BusinessAnalysts
• EnterpriseandSolutionArchitects
Who should attend?
#GartnerCRM
Gartner Customer Strategies & Technologies Summit 2015
AgendaataGlance07:30–20:00 RegistrationandInformation
08:00–08:45 Tutorial:GettingtoKnowGartnerandMeettheAnalysts Gene Alvarez
09:00–10:00 Welcome and Gartner Opening Keynote: Customer Engagement Will Accelerate to the Speed of Digital Business Jim Davies and Don Scheibenreif
10:00–10:45 RefreshmentBreakintheSolutionShowcase
10:45–11:15 SponsorPanelDiscussion Moderators: Jim Davies and Ed Thompson
11:15–12:15 Guest Keynote: When Markets Become Networks: Rethinking Customer Strategies Peter Hinssen, Author and Entrepreneur
12:15–13:30 LunchintheSolutionShowcase
TRACKS A. Removing Organizational Barriers
B. Managing Customer Interactions
C. Delivering Value from Customer Data
D. Elevating Customer Experiences
Real-World CRM: Workshops, Contract Negotiation Clinics and Analyst-User Roundtables (Available to end-users only)
13:30–14:15 DefiningaClearCRMVisionandStrategy Scott Nelson
BuildingaNext-GenerationCustomerSupportCenterThatWowsCustomers Michael Maoz
HowtoMobilizetheFiveKeyRolesRequiredtoAchieveaSingleViewoftheCustomer Saul Judah
HowtoGetValuefromCustomerExperienceProjects Ed Thompson
13:30 – 15:00 Workshop:HowtoUseBusinessMomentstoDriveDigitalStrategy Moderator: Don Scheibenreif
14:30–15:00 SolutionProviderSessions
15:15–16:00 EffectingCulturalChange:TheHiddenKeytoCRM Scott Nelson
TheFutureofDigitalCommerceCustomerInteractions Gene Alvarez
HowtoBenefitfromtheSixStylesofCustomerAnalysis Gareth Herschel
HowtoDeliveranOutstandingMultichannelCustomerExperienceUsingCustomerJourneys Brian Manusama
Roundtable:DrivingCustomerSuccesswithContentinContextMick MacComascaigh
16:00–16:30 RefreshmentBreakintheSolutionShowcase
16:30–17:15 CaseStudy:BayerCropScience:ImplementingaGlobalCommercialExcellenceProgramtoDriveCustomerCentricity Armin Pfeiffer, Global Customer Interaction Manager, Bayer CropScience AG
CaseStudy:ASDAAlex Alexander, Multichannel Technology Director, ASDA/WalmartLabs
CaseStudy:HolisticHealing—HowJohnson&JohnsonisUsing360DegreeCRMtoBetterUnderstandPatientsandCustomersSanjay Singh, WW IT Director – TotalView and Mobility MD&D
CaseStudy:Shell:DeliveringBestinMarketCustomerExperiencetoImproveCustomerLoyaltyLaurence Fleury Romano, Customer Experience Manager, Shell
16:30 – 18:00 ContractNegotiationClinic:SoftwareasaServiceModerator: Roberto Sacco
Roundtable:HowtoGetYourEmployeestoCareAboutCustomerExperiencesOlive Huang
17:30–18:00 HowtoEasethePlanning,GoverningandImplementationofSaaSCRMProjects Robert Desisto
MaverickSession:TheInternetofThings—HowtoGetReadyforWhenThingsBecomeCustomersDon Scheibenreif
Wearables:NewDevices,NewInteractions,NewOpportunitiesNick Jones
MaverickSession:DigitalEthics,orHowtoNotCrosstheCreepyLineFrank Buytendijk
17:30 – 18:15 Roundtable:CreatingaTrustedSingleViewforYourCustomerMasterData Saul Judah
18:00–20:00 NetworkingReception
08:00–16:45 RegistrationandInformation
08:00–08:45 PeerExchange
09:00–09:45 MeasuringtheSuccessofYourCRMProject Gene Alvarez
CreatingaSalesForceAutomationStrategyThatYieldsBusinessValueRobert Desisto
TheBigDataOpportunityforMarketing Gareth Herschel
Outside-InCustomerProcessRedesign Ed Thompson
09:00 – 10:30 Workshop:ThePitfallsofCustomerSelf-ServiceandHowtoAvoidThem Moderator: Brian Manusama
10:00–10:30 SolutionProviderSessions
10:30–11:00 RefreshmentBreakintheSolutionShowcase
11:00–11:45 HowtoAchieveStrongSalesForceAutomationAdoption Tad Travis
HowtoEnsureaROIonYourDigitalMarketingStrategy Scott Nelson
UsingDatatoCreateandLeverageBusinessMoments Don Scheibenreif
HowtoListentotheVoiceoftheCustomer Jim Davies
11:00 – 12:30 Workshop:BuildingtheBusinessCaseforCRMInitiatives Moderator: Gene Alvarez
Roundtable:HowCanITPlayaRoleinImprovingCustomerExperience?Ed Thompson
12:00–12:30 SolutionProviderSessions
12:30–13:45 LunchintheSolutionShowcase
13:45–14:30 EssentialTipsforSuccessfulNegotiationswiththeCRMMega-Vendors Roberto Sacco
TenStepstoRunningaSuccessfulCustomerEngagementHubProject:FromIdeatoExecutionOlive Huang
Who'sSabotagingYourInformationManagement,andWhattoDoAboutIt Saul Judah
PersonalizeyourDigitalCommercetoGrowSatisfaction,ProfitsandLoyalty David Kohler
13:45 – 15:15 Workshop:DevelopingaWinningMobileCRMApplication Moderator: Robert Desisto
Roundtable:HowtoPrioritizeSalesEnablementProjectstoBalanceEfficiencyandEffectiveness Tad Travis
14:45–15:15 IdentifyingtheConsumerMobileTrendsThatWillImpactYourCustomer Nick Jones
MaverickSession:HowReadyisYourSupportOrganizationforaWorldWithoutAgents? Michael Moaz
HowtoMasterCustomerJourneyAnalytics Gareth Herschel
PechaKucha:CustomerExperienceMetricsin400SecondsANDSurveyBestPracticesforaBetterCustomerExperience Ed Thompson and Jim Davies
14:45 – 15:30 Roundtable:WhatMarketplaceStrategyisBestforYourDigitalCommerceOperation? David Kohler
15:15–15:45 RefreshmentBreakintheSolutionShowcase
15:45–16:30 Closing Gartner Keynote: We Analyze Too Much and Synthesize Too Little Frank Buytendijk
16:30–16:35 ClosingRemarks David Kohler
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#GartnerCRM
Visit gartner.com/eu/crm for updates and to register!
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
Agendaasof16February2015,andsubjecttochangeA. Removing Organizational Barriers Thistrackprovidespracticaladviceonhowtotacklecommonchallengessuchasgainingexecutivesupport,developingaclearvisionandstrategy,overcomingculturalandinterdepartmentalresistance,controllingroguedeploymentsandincreasingemployeeadoption.CRMisabusinessstrategyafterall,andmanyofthekeyhurdlesarenotlinkedtotechnology.Learnhowtoovercomethestumblingblocksthatcouldcauseyourcustomerinitiativestofail.
B. Managing Customer Interactions Inthistrack,weexplorehowtoattractandinfluencecustomersacrosswebsites,stores,phonesystems,socialmediaandmobiledevices,andhowtocentralizetouch-pointsintoa“CustomerEngagementHub”.Thescienceandartofbuildingcustomerrelationshipsisacomplexmixoftechnology,processchangeandpeopleskillsacrossallinteractionchannels.We’llhelpyoutogetthatmixright.
C. Delivering Value from Customer Data Presentationsinthistrackfocusonhowtodevelopacustomeranalyticsstrategy,managedatatounderstandthecustomerjourney,andultimately,create“businessmoments”thatyoucanexploit.Asyouexplorenewmeansofmarketingto,sellingtoandsupportingcustomers,thesheervolume,varietyandvelocityofcustomerdatathatexistscanbeanoverwhelmingprospect.Thistrackwillprovideyouwitharoadmapasyoustarttousebigdataandadvancedanalyticstosupportyourkeysales,marketingandcustomerserviceinitiatives.
D. Elevating Customer Experiences Thistrackwillexaminehowyoucandesign,deliverandsystematicallyimprovethecustomerexperience.Keytopicsincludeensuringcross-channelconsistency,redesigningcustomerprocesses,capturingthe“voiceofthecustomer”andaddingpersonalizationtothedigitalexperience.Deliveringasuperiorcustomerexperiencecanprovidecompetitivedifferentiationandsecurebusinesssuccess,butastheworldbecomesmorecomplex,existinginitiativesruntheriskofbeingderailed.Learnhowtorefinethecustomerexperienceasexpectationscontinuetoriseandwhen,whereandhowcustomerswanttoengagechanges.
Plus: Real-World CRM: Workshops, Contract Negotiation Clinics and Roundtable DiscussionsThistrackconsistsofaseriesofin-depthworkshops,contractnegotiationclinicandroundtablediscussions,facilitatedbyGartneranalysts,withattendeesexpectedtoworktogethertoidentifybestpracticesandsharepracticalideasandtips.Availabletoend-usersonly,pre-registrationrequired.
Tracks
07:30–20:00 RegistrationandInformation
08:00–08:45 Tutorial:GettingtoKnowGartnerandMeettheAnalysts Gene Alvarez
09:00–10:00 Welcome and Gartner Opening Keynote: Customer Engagement Will Accelerate to the Speed of Digital Business Jim Davies and Don Scheibenreif
10:00–10:45 RefreshmentBreakintheSolutionShowcase
10:45–11:15 SponsorPanelDiscussion Moderators: Jim Davies and Ed Thompson
11:15–12:15 Guest Keynote: When Markets Become Networks: Rethinking Customer Strategies Peter Hinssen, Author and Entrepreneur
12:15–13:30 LunchintheSolutionShowcase
TRACKS A. Removing Organizational Barriers
B. Managing Customer Interactions
C. Delivering Value from Customer Data
D. Elevating Customer Experiences
Real-World CRM: Workshops, Contract Negotiation Clinics and Analyst-User Roundtables (Available to end-users only)
13:30–14:15 DefiningaClearCRMVisionandStrategy Scott Nelson
BuildingaNext-GenerationCustomerSupportCenterThatWowsCustomers Michael Maoz
HowtoMobilizetheFiveKeyRolesRequiredtoAchieveaSingleViewoftheCustomer Saul Judah
HowtoGetValuefromCustomerExperienceProjects Ed Thompson
13:30 – 15:00 Workshop:HowtoUseBusinessMomentstoDriveDigitalStrategy Moderator: Don Scheibenreif
14:30–15:00 SolutionProviderSessions
15:15–16:00 EffectingCulturalChange:TheHiddenKeytoCRM Scott Nelson
TheFutureofDigitalCommerceCustomerInteractions Gene Alvarez
HowtoBenefitfromtheSixStylesofCustomerAnalysis Gareth Herschel
HowtoDeliveranOutstandingMultichannelCustomerExperienceUsingCustomerJourneys Brian Manusama
Roundtable:DrivingCustomerSuccesswithContentinContextMick MacComascaigh
16:00–16:30 RefreshmentBreakintheSolutionShowcase
16:30–17:15 CaseStudy:BayerCropScience:ImplementingaGlobalCommercialExcellenceProgramtoDriveCustomerCentricity Armin Pfeiffer, Global Customer Interaction Manager, Bayer CropScience AG
CaseStudy:ASDAAlex Alexander, Multichannel Technology Director, ASDA/WalmartLabs
CaseStudy:HolisticHealing—HowJohnson&JohnsonisUsing360DegreeCRMtoBetterUnderstandPatientsandCustomersSanjay Singh, WW IT Director – TotalView and Mobility MD&D
CaseStudy:Shell:DeliveringBestinMarketCustomerExperiencetoImproveCustomerLoyaltyLaurence Fleury Romano, Customer Experience Manager, Shell
16:30 – 18:00 ContractNegotiationClinic:SoftwareasaServiceModerator: Roberto Sacco
Roundtable:HowtoGetYourEmployeestoCareAboutCustomerExperiencesOlive Huang
17:30–18:00 HowtoEasethePlanning,GoverningandImplementationofSaaSCRMProjects Robert Desisto
MaverickSession:TheInternetofThings—HowtoGetReadyforWhenThingsBecomeCustomersDon Scheibenreif
Wearables:NewDevices,NewInteractions,NewOpportunitiesNick Jones
MaverickSession:DigitalEthics,orHowtoNotCrosstheCreepyLineFrank Buytendijk
17:30 – 18:15 Roundtable:CreatingaTrustedSingleViewforYourCustomerMasterData Saul Judah
18:00–20:00 NetworkingReception
08:00–16:45 RegistrationandInformation
08:00–08:45 PeerExchange
09:00–09:45 MeasuringtheSuccessofYourCRMProject Gene Alvarez
CreatingaSalesForceAutomationStrategyThatYieldsBusinessValueRobert Desisto
TheBigDataOpportunityforMarketing Gareth Herschel
Outside-InCustomerProcessRedesign Ed Thompson
09:00 – 10:30 Workshop:ThePitfallsofCustomerSelf-ServiceandHowtoAvoidThem Moderator: Brian Manusama
10:00–10:30 SolutionProviderSessions
10:30–11:00 RefreshmentBreakintheSolutionShowcase
11:00–11:45 HowtoAchieveStrongSalesForceAutomationAdoption Tad Travis
HowtoEnsureaROIonYourDigitalMarketingStrategy Scott Nelson
UsingDatatoCreateandLeverageBusinessMoments Don Scheibenreif
HowtoListentotheVoiceoftheCustomer Jim Davies
11:00 – 12:30 Workshop:BuildingtheBusinessCaseforCRMInitiatives Moderator: Gene Alvarez
Roundtable:HowCanITPlayaRoleinImprovingCustomerExperience?Ed Thompson
12:00–12:30 SolutionProviderSessions
12:30–13:45 LunchintheSolutionShowcase
13:45–14:30 EssentialTipsforSuccessfulNegotiationswiththeCRMMega-Vendors Roberto Sacco
TenStepstoRunningaSuccessfulCustomerEngagementHubProject:FromIdeatoExecutionOlive Huang
Who'sSabotagingYourInformationManagement,andWhattoDoAboutIt Saul Judah
PersonalizeyourDigitalCommercetoGrowSatisfaction,ProfitsandLoyalty David Kohler
13:45 – 15:15 Workshop:DevelopingaWinningMobileCRMApplication Moderator: Robert Desisto
Roundtable:HowtoPrioritizeSalesEnablementProjectstoBalanceEfficiencyandEffectiveness Tad Travis
14:45–15:15 IdentifyingtheConsumerMobileTrendsThatWillImpactYourCustomer Nick Jones
MaverickSession:HowReadyisYourSupportOrganizationforaWorldWithoutAgents? Michael Moaz
HowtoMasterCustomerJourneyAnalytics Gareth Herschel
PechaKucha:CustomerExperienceMetricsin400SecondsANDSurveyBestPracticesforaBetterCustomerExperience Ed Thompson and Jim Davies
14:45 – 15:30 Roundtable:WhatMarketplaceStrategyisBestforYourDigitalCommerceOperation? David Kohler
15:15–15:45 RefreshmentBreakintheSolutionShowcase
15:45–16:30 Closing Gartner Keynote: We Analyze Too Much and Synthesize Too Little Frank Buytendijk
16:30–16:35 ClosingRemarks David Kohler
SolutionShowcase
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©2015Gartner,Inc.and/oritsaffiliates.Allrightsreserved.GartnerisaregisteredtrademarkofGartner,Inc.oritsaffiliates.Formoreinformation,[email protected].
SDL (LSE: SDL) allows companies to optimize their customers’ experience across the entire buyer journey. Through its web content management, analytics, social intelligence, campaign management and translation services, SDL helps organizations leverage data-driven insights to understand what their customers want, orchestrate relevant content and communications, and deliver engaging and contextual experiences across languages, cultures, channels and devices. SDL has over 1,500 enterprise customers, over 400 partners and a global infrastructure of 70 offices in 38 countries.www.sdl.com
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 organization to better understand and engage with customers. More than 1.5M individuals in over 120 countries rely on SugarCRM.www.sugarcrm.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. Our solutions help organizations address these areas by capturing large amounts of information from numerous data types and sources, using analytics to glean insights from the information, and leveraging the resulting intelligence to help achieve their customer engagement, enhanced security, and risk mitigation goals.www.verint.com
The Dun & Bradstreet Corporation is the world’s leading source of commercial data, analytics and insight on businesses. Our global commercial database contains more than 235 million business records. We transform commercial data into valuable insight which is the foundation of our global solutions that customers rely on to make critical business decisions.www.dnb.co.uk
Intershop is the world’s only independent provider of enterprise solutions for omni-channel commerce and provides a variety of services that enable customers to leverage the full potential of online selling. Building on extensive industry knowledge, we develop and implement commerce solutions that are tailored to your needs.www.intershop.com
Genesys is the market leader in multi-channel customer experience and contact center solutions in the cloud and on-premises. Its Customer Experience Platform powers optimal customer journeys across all touchpoints, channels and interactions. Genesys is trusted by 4,500 customers in 80 countries to orchestrate 100million digital and voice interactions each day.www.Genesys.com
Sitecore is the global leader in customer experience management software. The company delivers highly relevant content and personalized digital experiences that delight audiences, build loyalty and drive revenue. With Sitecore’s experience platform, marketers can own the experience® of every customer that engages with their brand, across every channel.www.sitecore.net
Infor is a leading provider of business application software, helping 73,000 customers improve operations and drive growth offering deep industry-specific applications, using ground-breaking technology that delivers a rich user experience.www.infor.com/solutions/crm/
Marketo provides the leading marketing software and solutions designed to help marketers master the art and science of digital marketing. Marketo is focused solely on helping marketers keep pace in an ever-changing digital world.www.marketo.com
Global software innovator ISIS Papyrus offers the Papyrus Platform for fully integrated inbound and outbound customer communications, document management and adaptive process in enterprise customer operations.www.isis-papyrus.com
At Zendesk, our goal is to help bring companies and their customers closer together. We know that communication is the key to happy relationships, so we build software that makes customer conversations easy and more productive.www.zendesk.com
Mitel, with #1 market share in EMEA, is recognised as a leader in business communications, helping organisations engage, interact and improve customer experience with open multimedia contact centre solutions.www.mitel.com
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