Eight out of 10 companies struggle to implement their customer service strategic plans. The increasing pace of change inside and outside service organizations makes it difficult for strategies to remain relevant. In addition, the strategic planning process and the strategy itself remain disconnected from the people, activities, measures, and decisions needed daily to achieve the desired outcomes of the plan. This complimentary webinar shares t...

Discussion Topics: Gain greater insight into the Gartner Composable Business framework Learn how the principles of composability can positively impact customer experience (CX) Take actions to leverage composability in your CX strategy Composable business provides IT organizations with exciting opportunities to enhance their customer experience (CX) efforts. Over the next year, organizations must become more agile and flexible in their approach...

Discussion Topics: How retail IT executives can address the CEOs’ priorities for growth, technology investments, and the workforce Understand the strategy behind total experience and the benefits it possesses for retail organizations Use real-world consumer-facing retail examples to envision your organization’s total experience-based business outcomes Customer and employee experience strategies in business and IT silos never truly...

Discussion Topics: Leverage shared intelligence to better predict customer behaviors Drive diversity and inclusion agendas Execute on innovation and accelerate time to market Creating continuous long-term customer value through business innovation will ensure your organization not only survives but thrives in an unknown global market. Innovation is not siloed or a pure technology play. It must align with customer and market dynamics and patter...

Discussion Topics: Learn the three primary self-service failure points that drive assisted-service contact volume Use search engine optimization and website design to contain more customers in self-service Rethink the digital self-service strategy to account for all three failure points Containing customers in self-service provides tremendous cost-savings for service organizations, with self-service averaging just 10 cents per contact compared...

Gartner CSO & Sales Leader Conference is a comprehensive program designed for chief sales officers and their sales leadership teams focused on sales strategy, sales enablement and sales operations. Sales organizations now face unprecedented uncertainty stemming from a pandemic, economic and geopolitical pressures coupled with shifting customer expectations, buying behaviors and an evolving technological landscape. At Gartner CSO & Sale...

Discussion Topics: Discover the new employment deal that fuels higher-performing organizations Harness your employees’ growing interest in diversity to make an impact Improve customer experience with a better customer-facing employee experience Understand how decisions on managing people costs affect employees and the company EDT: 10:00 a.m. | GMT: 14:00The adrenaline that kept employees engaged and producing as the crisis unfolded is gi...

Discussion Topics: Develop a winning test-and-learn culture Use measurement to incite action Implement impactful ways to use and pivot descriptive analytics requests EDT: 11:00 a.m. | GMT: 15:00Despite prioritizing investments in marketing data and analytics, 54% of chief marketing officers (CMOs) report that the effect of analytics on company-wide performance remains modest. This complimentary webinar draws from four different case studies to...

Join your marketing executive peers for an unparalleled program designed for CMOs and their leadership teams. You’ll gain insights into a range of topics, from customer experience to market insights and the marketing technologies that fuel your marketing strategy. The virtual Gartner Marketing Symposium/Xpo® 2020 is the place to hone your leadership skills, refine your marketing strategies, and find innovative solutions to help power...