SDL (LSE: SDL) today announced that its CMO, Paige O’Neill, will present a solution provider session alongside Shawn Burns, senior vice president of web & digital marketing, Schneider Electric, at the Gartner Customer Strategies & Technologies Summit in London. O’Neill will also participate in a panel session, where she will be joined by other industry executives and analysts to delve into the topic of “Embracing Complexity to Engage with Customers.”

During the solution provider session, titled “Brand Relationships: The Good Is Expected; The Bad Goes Viral – Lessons from the Trenches of Customer Experience,” O’Neill will discuss how the best Customer Experience (CX) technologies require equally exceptional CX practitioners and customer-facing business processes in order to be successful. She will also reference recent SDL research to reveal which CX failures lead to brand break-ups, if and how to win back those ex-customers, how to maintain the customer’s commitment and how customers share their brand failures and successes. Burns will further articulate these CX insights based on real-world examples, discussing how Schneider Electric has overcome challenges to effectively deliver digital experiences on a global scale.

Gartner’s Ed Thompson and Jim Davies will moderate the panel session where O’Neill – along with Jennifer Stagnaro, CMO at SugarCRM, and Rachel Lane, director of customer analytics, EMEA at Verint Systems – will discuss how to embrace complexity to better engage with customers.

The Gartner Customer Strategies & Technologies Summit, being held 10 - 11 June at the Lancaster London Hotel, aims to advise organisations how to manage complex, two-way customer relationships across channels and touch-points. The forum brings together visionary leaders and pioneers of innovation to share their insights on real-world strategies, implementations and best practices.

Additional details on these sessions include:

“Embracing Complexity to Engage with Customers”

What: Gartner Customer Strategies & Technologies Summit panel session

Who: Panellists: Paige O’Neill, CMO, SDL; Jennifer Stagnaro, CMO, SugarCRM; Rachel Lane, director of customer analytics, EMEA, Verint Systems. Moderators: Ed Thompson, VP, distinguished analyst, Gartner; Jim Davies, research director, Gartner

When: Wednesday, 10 June, 10:45-11:15 a.m.

Where: Westbourne 2-4, Lancaster London Hotel

“Brand Relationships: The Good Is Expected; The Bad Goes Viral – Lessons from the Trenches of Customer Experience”

What: Gartner Customer Strategies & Technologies Summit solution provider session

Who: Paige O’Neill, CMO, SDL; Shawn Burns, senior vice president of web & digital marketing, Schneider Electric

When: Wednesday, 10 June, 2:30-3:00 p.m.

Where: Westbourne 4-1, Lancaster London Hotel

For more information, please visit: www.sdl.com/GartnerSummit.