20 years at Gartner
19 years industry experience
Roles and Responsibilities
Kimberly Collins, Ph.D., is a Managing Vice President in Gartner Research for the Customer Service Applications team. Her global team of analysts, based in the U.S., Europe and Asia/Pacific, covers topics such as customer service and support, customer self-service, field service, customer engagement centers, customer engagement hubs, voice of customer, and customer service workforce optimization.
Areas of Coverage
- Customer Relationship Management
Kimberly Collins's Recent Gartner Activity
Dr. Collins has more than 25 years of research experience. Prior to assuming a management role, she was an analyst who covered marketing technologies, including marketing resource management and integrated marketing management. Before joining the CRM team in 2004, she was part of the Financial Services Research Group at Gartner, covering CRM and marketing technologies in the financial services industry. Prior to joining Gartner, Dr. Collins worked for a research company and conducted a variety of syndicated and proprietary research on the use of IT in financial services. Previous experience includes two postdoctoral appointments, one at the Massachusetts Institute of Technology and one at Duke University.
Duke University, Post-Doctoral Fellow, 2 years
Massachusetts Institute of Technology, Post-Doctoral Research Associate, 1 year
Mentis Corp., Research Analyst, 1 year
B.A., with honors, University of North Carolina at Chapel Hill
Ph.D., Developmental Psychology, with a minor in Behavioral Neuroscience, Indiana University