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


The CRM Perspective on Leveraging Digital Technologies to Create a Customer-Centric Enterprise 15-Sep-2014 Penny Gillespie, Ed Thompson, Gareth Herschel, Michael Maoz, Robert P. Desisto, Kimberly Collins, Drew Kraus, Jim Davies, Praveen Sengar, Jenny Sussin, Olive Huang, Brian Manusama, Tad Travis
How to Onboard Customer Engagement Center Agents 08-Sep-2014 Jim Davies
The CRM Perspective on Mobile for the Enterprise 14-Jul-2014 Michael Maoz, Robert P. Desisto, Kimberly Collins, Drew Kraus, Jim Davies, Jenny Sussin, Mike McGuire, Tad Travis, Penny Gillespie, Ed Thompson, Praveen Sengar
Market Guide for Voice-of-the-Customer Vendors 27-May-2014 Jim Davies
Tap Into CRM Use Cases for Big Data and Analytics to Drive Customer Engagement 15-May-2014 Praveen Sengar, Ed Thompson, Kimberly Collins, Jim Davies, Chris Fletcher, Jenny Sussin, Penny Gillespie, Brian Manusama, David Kohler, Bhavish Sood