Kimberly Collins | Gartner

Analyst Profile

Kimberly Collins

Kimberly Collins

Managing VP

20 years at Gartner ,  19 years industry experience
Durham, NC USA


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

Latest Research

Background

Previous Experience

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.

Professional Background

Duke University, Post-Doctoral Fellow, 2 years
Massachusetts Institute of Technology, Post-Doctoral Research Associate, 1 year
Mentis Corp., Research Analyst, 1 year

Education

B.A., with honors, University of North Carolina at Chapel Hill
Ph.D., Developmental Psychology, with a minor in Behavioral Neuroscience, Indiana University

Languages

English