Blog post

Customer Experience from Small Screen to Stage

By Jenny Sussin | March 19, 2019 | 0 Comments

cxcustomerscustomer experience

I know Chicago and Rent went from stage to screen, but in 2019 it’s pretty refreshing to take your eyes off of a screen.

Most people consume Gartner research on the small screen: a computer, a tablet, a phone…but with 2019 conference season underway it’s worth looking up to the stage to learn about improving your customer experience.

Tokyo’s summit has passed, but London and Sydney are around the corner. You won’t see any analysts singing or dancing like Roxie Hart…

…but you will see them presenting our latest research including:

  • Three Bold Strategies for Improving the Customer Experience
  • Without Great Employee Experience, You Can Forget Customer Experience
  • Frameworks for Optimizing Customer Journeys
  • How to Measure and Build the Business Case for Customer Experience
  • Top Technology Trends and Their Impact on Customer Experience

You do not need to be a Gartner client to attend a Gartner conference, so if you’re looking to get your feet wet this is a great way to learn more about our research. In addition to the sessions and networking opportunities, attendees can play “client” by scheduling 1:1 meetings with our CX analysts, like:

Image result for don scheibenreif gartner

Don Scheibenreif, USA

With nearly a decade at Gartner and experience in senior marketing roles throughout his career, Don is the analyst you’ll want to speak to about how emerging technologies are impacting customer experience. Talk to him about what happens when things become customers.


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Ed Thompson, UK

The godfather of all things customer experience at Gartner, Ed’s been researching the topic for more than 20 years. If you want to know which organizations have tried which CX strategies, Ed is your go-to.



Olive Huang, Australia

Olive is a global CRM expert specializing in research on customer service technology. She is the chair of Gartner’s CX Summit in Sydney and the analyst you want to talk to about how to make your organization more customer-centric.



Clients, feel free to connect with our scheduling team to have a conversation with Don, Ed, and Olive before or after the events!

The Gartner Blog Network provides an opportunity for Gartner analysts to test ideas and move research forward. Because the content posted by Gartner analysts on this site does not undergo our standard editorial review, all comments or opinions expressed hereunder are those of the individual contributors and do not represent the views of Gartner, Inc. or its management.

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