EARLY-BIRD Discount Save 325 by 10 April Gartner Customer Strategies & Technologies Summit 2015 10 11 June London, UK gartner.com/eu/crm Embracing Complexity to Engage with Customers Key benefits of attending Develop a clear customer vision and strategy Overcome organizational barriers to CRM success Unlock the real business value in your customer data Elevate customer experiences through customer journey design and monitoring Provide personalized customer interactions across marketing, sales, service and digital-commerce
Embracing Complexity to Engage with Customers Technology offers more and more opportunities to attract, engage, win, serve and retain customers. However, unlocking this potential is complex. Business models and strategies are complicated to envision, design and execute. Systems and applications are complex to manage. Organizations struggle more and more with overlapping systems, processes and responsibilities, while analytics and Big Data are creating more ambiguity than insight. Most will struggle to master the digital forces acting on them, but winners in today s business environment will embrace complexity and harness its power to create new sources of wealth and value. The 2015 Gartner Customer Strategies & Technologies Summit explores the new digital opportunities and challenges that CRM leaders are facing, providing a roadmap to cut through the complexity to develop a clear customer strategy. The Summit delivers practical advice on how to: Manage complex, two-way customer relationships across multiple channels and touch-points Develop and deliver relevant customer interactions and experiences across marketing, sales, service and e-commerce Overcome the political and cultural hurdles that can cause CRM projects to stumble Registration and pricing 3 easy ways to register Web: gartner.com/eu/crm Email: emea.registration@gartner.com Telephone: +44 20 8879 2430 Pricing Early-bird price: 2,150 + VAT (ends 10 April 2015) Standard Price: 2,475 + VAT Public Sector Price: 1,950 + 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. Bring your team Decipher and unlock the real business value in your organization s data Drive value from your customer experience projects and measure the results 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. Including your IT Leader, Customer Strategy Leader, Head of Customer Experience, Head of Customer Service, Sales and Marketing Leaders Gain a much richer experience of the event and save! Maximize your learning by attending with your group. Participate together in relevant sessions or split up to cover more topics, sharing your session take-aways later. Complimentary registrations: 1 for every 3 paid registrations 2 for every 5 paid registrations 3 for every 7 paid registrations For more information, email emea.teamsend@gartner.com or contact your Gartner account manager. Gartner Customer Strategies & Technologies Summit 2015
Keynote sessions Gartner 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 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 Customer Journeys can be designed and analyzed to deliver outstanding multichannel customer experiences How to develop a Customer Engagement Hub that manages all customer interactions How you can use customer data to create and leverage business moments How to measure the true business benefit of your customer experience initiatives The Internet of Things and how to prepare for when things become customers How Marketing can take advantage of the opportunities presented by Big Data Identifying the new mobile trends that will impact your customers How to prepare your support organization for a world without agents Case studies 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) Who should attend? Chief Customer Officers Customer Service and Support Leaders CIOs, Technology Strategists, IT Managers E-Commerce Managers Marketing Managers Sales Managers Customer Experience Leaders Heads of Customer Strategy Heads of Customer Intelligence Contact Centre Managers CRM Project Managers Business Analysts Enterprise and Solution Architects Save 325 Register by 10 April 2015 by visiting gartner.com/eu/crm #GartnerCRM
Agenda at a Glance Wednesday 10 June 2015 07:30 20:00 Registration and Information 08:00 08:45 Tutorial: Getting to Know Gartner and Meet the Analysts 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 Scheibenrei 10:00 10:45 Refreshment Break in the Solution Showcase 10:45 11:15 Sponsor Panel Discussion 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 Lunch in the Solution Showcase Tracks A. Removing Organizational Barriers B. Managing Customer Interactions C. Delivering Value from Customer Data D. Elevating Customer Experiences 13:30 14:15 Defining a Clear CRM Vision and Strategy Scott Nelson Building a Next-Generation Customer Support Center That Wows Customers Michael Maoz How to Mobilize the Five Key Roles Required to Achieve a Single View of the Customer Saul Judah How to Get Value from Customer Experience Projects Ed Thompson 14:30 15:00 Solution Provider Sessions 15:15 16:00 Effecting Cultural Change: The Hidden Key to CRM Scott Nelson 16:00 16:30 Refreshment Break in the Solution Showcase The Future of Digital Commerce Customer Interactions Gene Alvarez How to Benefit from the Six Styles of Customer Analysis Gareth Herschel How to Deliver an Outstanding Multichannel Customer Experience Using Customer Journeys Brian Manusama 16:30 17:15 Case Study: Bayer CropScience: Implementing a Global Commercial Excellence Program to Drive Customer Centricity Armin Pfeiffer, Global Customer Interaction Manager, Bayer CropScience AG Case Study: ASDA Alex Alexander, Multichannel Technology Director, ASDA/WalmartLabs Case Study: Holistic Healing How Johnson & Johnson is Using 360 Degree CRM to Better Understand Patients and Customers Sanjay Singh, WW IT Director TotalView and Mobility MD&D Case Study: Shell: Delivering Best in Market Customer Experience to Improve Customer Loyalty Laurence Fleury Romano, Customer Experience Manager, Shell 17:30 18:00 How to Ease the Planning, Governing and Implementation of SaaS CRM Projects Robert Desisto Maverick Session: The Internet of Things How to Get Ready for When Things Become Customers Don Scheibenreif Wearables: New Devices, New Interactions, New Opportunities Nick Jones Maverick Session: Digital Ethics, or How to Not Cross the Creepy Line Frank Buytendijk 18:00 20:00 Networking Reception Thursday 11 June 2015 08:00 16:45 Registration and Information 08:00 08:45 Peer Exchange 09:00 09:45 Measuring the Success of Your CRM Project Gene Alvarez Creating a Sales Force Automation Strategy That Yields Business Value Robert Desisto The Big Data Opportunity for Marketing Gareth Herschel Outside-In Customer Process Redesign Ed Thompson 10:00 10:30 Solution Provider Sessions 10:30 11:00 Refreshment Break in the Solution Showcase 11:00 11:45 How to Achieve Strong Sales Force Automation Adoption Tad Travis How to Ensure a ROI on Your Digital Marketing Strategy Scott Nelson Using Data to Create and Leverage Business Moments Don Scheibenreif How to Listen to the Voice of the Customer Jim Davies 12:00 12:30 Solution Provider Sessions 12:30 13:45 Lunch in the Solution Showcase 13:45 14:30 Essential Tips for Successful Negotiations with the CRM Mega- Vendors Roberto Sacco 14:45 15:15 Identifying the Consumer Mobile Trends That Will Impact Your Customer Nick Jones 15:15 15:45 Refreshment Break in the Solution Showcase Ten Steps to Running a Successful Customer Engagement Hub Project: From Idea to Execution Olive Huang Maverick Session: How Ready is Your Support Organization for a World Without Agents? Michael Moaz Who's Sabotaging Your Information Management, and What to Do About It Saul Judah How to Master Customer Journey Analytics Gareth Herschel 15:45 16:30 Closing Gartner Keynote: We Analyze Too Much and Synthesize Too Little Frank Buytendijk Personalize your Digital Commerce to Grow Satisfaction, Profits and Loyalty David Kohler Pecha Kucha: Customer Experience Metrics in 400 Seconds AND Survey Best Practices for a Better Customer Experience Ed Thompson and Jim Davies 16:30 16:35 Closing Remarks David Kohler #GartnerCRM Gartner Customer Strategies & Technologies Summit 2015
f 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 Agenda as of 16 February 2015, and subject to change Tracks A. Removing Organizational Barriers This track provides practical advice on how to tackle common challenges such as gaining executive support, developing a clear vision and strategy, overcoming cultural and interdepartmental resistance, controlling rogue deployments and increasing employee adoption. CRM is a business strategy after all, and many of the key hurdles are not linked to technology. Learn how to overcome the stumbling blocks that could cause your customer initiatives to fail. Real-World CRM: Workshops, Contract Negotiation Clinics and Analyst-User Roundtables (Available to end-users only) 13:30 15:00 Workshop: How to Use Business Moments to Drive Digital Strategy Moderator: Don Scheibenreif Roundtable: Driving Customer Success with Content in Context Mick MacComascaigh B. Managing Customer Interactions In this track, we explore how to attract and influence customers across websites, stores, phone systems, social media and mobile devices, and how to centralize touchpoints into a Customer Engagement Hub. The science and art of building customer relationships is a complex mix of technology, process change and people skills across all interaction channels. We ll help you to get that mix right. 16:30 18:00 Contract Negotiation Clinic: Software as a Service Moderator: Roberto Sacco Roundtable: How to Get Your Employees to Care About Customer Experiences Olive Huang 17:30 18:15 Roundtable: Creating a Trusted Single View for Your Customer Master Data Saul Judah C. Delivering Value from Customer Data Presentations in this track focus on how to develop a customer analytics strategy, manage data to understand the customer journey, and ultimately, create business moments that you can exploit. As you explore new means of marketing to, selling to and supporting customers, the sheer volume, variety and velocity of customer data that exists can be an overwhelming prospect. This track will provide you with a roadmap as you start to use big data and advanced analytics to support your key sales, marketing and customer service initiatives. 09:00 10:30 Workshop: The Pitfalls of Customer Self-Service and How to Avoid Them Moderator: Brian Manusama 11:00 12:30 Workshop: Building the Business Case for CRM Initiatives Moderator: Gene Alvarez 13:45 15:15 Workshop: Developing a Winning Mobile CRM Application Moderator: Robert Desisto Roundtable: How Can IT Play a Role in Improving Customer Experience? Ed Thompson Roundtable: How to Prioritize Sales Enablement Projects to Balance Efficiency and Effectiveness Tad Travis 14:45 15:30 Roundtable: What Marketplace Strategy is Best for Your Digital Commerce Operation? David Kohler D. Elevating Customer Experiences This track will examine how you can design, deliver and systematically improve the customer experience. Key topics include ensuring cross-channel consistency, redesigning customer processes, capturing the voice of the customer and adding personalization to the digital experience. Delivering a superior customer experience can provide competitive differentiation and secure business success, but as the world becomes more complex, existing initiatives run the risk of being derailed. Learn how to refine the customer experience as expectations continue to rise and when, where and how customers want to engage changes. Plus: Real-World CRM: Workshops, Contract Negotiation Clinics and Roundtable Discussions This track consists of a series of in-depth workshops, contract negotiation clinic and roundtable discussions, facilitated by Gartner analysts, with attendees expected to work together to identify best practices and share practical ideas and tips. Available to end-users only, pre-registration required. Visit gartner.com/eu/crm for updates and to register!
Solution Showcase Develop a shortlist of technology and service providers who can meet your particular needs. We offer you exclusive access to some of the world s leading technology and service solution providers in a variety of settings. Premier sponsors Sponsorship opportunities For further information about sponsoring this event: Telephone: +44 1784 267456 Email: european.exhibits@gartner.com 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 Platinum sponsors 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 Venue Lancaster Hotel, London Tel: +44 20 7262 6737 Join the conversation! Gartner Customer Strategies & Technologies is on Twitter: Silver sponsors #GartnerCRM 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/ 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 Money-back Guarantee If you are not completely satisfied with this Gartner conference, please notify us in writing within 15 days of the conference and we will refund 100% of your registration fee. 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 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 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 2015 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.