15 years at Gartner
14 years IT industry
Alton United Kingdom
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
Jim Davies's Recent Gartner Activity
Research Roundup: Customer Engagement Center Workforce Optimization
Research Roundup: Voice of the Customer
The CRM Team Perspective on Social in 2015
Mr. Davies has a scientific background and was previously employed as a senior research scientist for a government agency.
DERA, Senior Scientist, 9 years
B.S., with honors, Mathematics and Chemistry, University of East Anglia