Today, we are exploring the emerging world of digital twins — particularly twins of a customer — with Gartner Global Chief of Research Chris Howard and Gartner VP Analyst, Michelle DeClue, on the retail-consumer goods industry team and cross-practice leader on the subject. They parse out how to define a customer, what makes a digital twin and how the relationship between the two could revolutionize the customer experience — from predicted actions and reduced friction to enhanced personalized experiences.
Download: 2024 Emerging Tech Impact Radar
Download: Gartner Top 10 Strategic Technology Trends for 2025
Opening Thoughts
What Is a Customer?
What Makes a Digital Twin of a Customer?
How a Digital Twin Differs From Customer 360
Theme Park Example and Privacy Implications
Benefits for Both Customers and Providers
Potential for Multiple Personas of a Customer
Closing Thoughts
Chris Howard | Distinguished VP Analyst, Chief of Research
Chris Howard is Gartner's Chief of Research. In that role, Mr. Howard ensures that Gartner research meets the general and industry-specific needs of senior executives, with emphasis on both technical and business leadership. Mr. Howard leads the Senior Content Leadership Board at Gartner where he is responsible for the development of integrated topics that cross all of Gartner's research. In that capacity, he regularly interacts with and advises CEOs, board members and other senior executives at the world's largest enterprises. He is the recipient of several Gartner thought leadership awards.
Michelle DeClue | VP Analyst
Michelle DeClue is on the Retail-Consumer Goods industry team. She specializes in consumer-driven business capability models and supporting technologies. Her deep dives in technologies include recipe-based PLM (not discrete) as well as Product Portfolio Management. Michelle is a cross-practice leader of emerging theme, Digital Twin of a Customer, a co-leader of Total Experience (Top Strategic Technology Trend), and the industries lead for CX CORE (Customer Organization Relationship Experience). Michelle developed Stop Firefighting, Start Trailblazing Digital Initiatives workshop to help clients save 6 figures on digital initiatives. This focuses on how to build a business case as well as understanding how technology can impact employee burnout.
Hosted by: Karen Lockhart
Gartner ThinkCast puts you at the intersection of business and technology with insights from the top experts on how to build a more successful organization, team and career in the digital era. Join us to get your competitive advantage.
Thank you for listening to Gartner ThinkCast. Please rate, review and share with your colleagues.
All content on Gartner ThinkCast is owned by Gartner and cannot be repurposed or reproduced without Gartner’s consent.
Gartner is an impartial, independent analyst and advisor. All content provided by other speakers is expressly the views of those speakers and their enterprises. The information on Gartner ThinkCast should not be construed as a Gartner endorsement of any enterprise’s products or services.
