Analyst Profile
Jim Davies
Jim Davies
Research Director
Alton United Kingdom
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Years of Experience
14 years at Gartner
14 years IT industry
Areas of Coverage
Customer Relationship Management

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Roles and Responsibilities
Jim Davies is a Research Director in Gartner Research and is part of the company's European CRM team. His research focuses on all aspects relating to the voice of the customer (VoC), including technologies such as surveying, speech analytics and social media monitoring. He also covers the contact center workforce optimization (WFO) marketplace, which integrates and optimizes call center agent functions spanning from recruitment, recording, evaluation and training to scheduling, reporting and all associated analytics. Both research areas feed into Gartner's overarching coverage of customer experience management.
Previous Experience
Mr. Davies has a scientific background and was previously employed as a senior research scientist for a government agency.
Professional Background
DERA, Senior Scientist, 9 years
B.S., with honors, Mathematics and Chemistry, University of East Anglia

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Publish Date


Cool Vendors in CRM Customer Service, 2014 15-Apr-2014 Jenny Sussin, Michael Maoz, Olive Huang, Jim Davies, Brian Manusama
CSPs Drive Competitive Advantage by Using Voice of the Customer 14-Apr-2014 Charlotte Patrick, Jim Davies
The Gartner CRM Vendor Guide, 2014 10-Mar-2014 Jim Davies, Ed Thompson, Gareth Herschel, Michael Maoz, Robert P. Desisto, Adam Sarner, Kimberly Collins, Drew Kraus, Joanne M. Correia, Patrick J. Sullivan, Bern Elliot, Twiggy Lo, TJ Singh, Teresa Jones, Jenny Sussin, Olive Huang, Tsuyoshi Ebina, Chris Fletcher, Praveen Sengar, Penny Gillespie, Saul Judah, Brian Manusama
Market Guide for Contact Center Speech Analytics 07-Mar-2014 Jim Davies, Daniel Yuen
Survey Analysis: European Organizations Struggle to Create a Clearly Defined CRM Strategy in 2014 25-Feb-2014 Jim Davies