Jim Davies Research Director Alton United Kingdom Years of Experience 13 years at Gartner 13 years IT industry Areas of Coverage Customer Relationship Management View Latest Research Resources Create Analyst Alert Contact Gartner 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 Education B.S., with honors, Mathematics and Chemistry, University of East Anglia LATEST RESEARCH More by this author Title Publish Date Author(s) Applying Best Practices to Customer Satisfaction Surveys 07-May-2013 Jim Davies Cool Vendors in Human Capital Management Software, 2013 01-May-2013 Thomas Otter, Jim Davies, Jeff Freyermuth, Jim Murphy, Ron Hanscome, Sunil Padmanabh How to Select a Voice of the Customer Vendor 26-Apr-2013 Jim Davies Cool Vendors in CRM Customer Service and Social, 2013 15-Apr-2013 Johan Jacobs, Michael Maoz, Jim Davies, Jenny Sussin CRM Market and Vendor Guide Cross-Reference Tool, 2013 15-Apr-2013 Joanne M. Correia, Jim Davies