Analyst Profile

Jim Davies

Jim Davies

Research Director

14 years at Gartner ,  13 years IT industry


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.

Areas of Coverage

  • Customer Relationship Management

Background

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

Languages

English