Analyst Profile

Jim Davies

Research Director

18 years at Gartner , 17 years industry experience
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 primarily on two areas: Customer Experience and Contact Center. Within the customer experience space his main coverage area is the voice of the customer (VoC), including technologies such as surveying, speech analytics and customer journey analytics. Within the contact center market, he covers workforce optimization (WFO) and workforce engagement (WEM), which span functions from recording, evaluation and training to scheduling, reporting and interaction analytics and assistance.

Areas of Coverage

Customer Relationship Management

Jim Davies's Recent Gartner Activity

Latest Research

The Gartner CRM Vendor Guide, 2018
31-May-2018
Cool Vendors in CRM Customer Service and Support
08-May-2018
How to Measure the ROI of a Voice of the Customer Program
30-Apr-2018

On-Demand & Upcoming Webinars

Panel Discussion: Emerging Trends in Customer Service & Support Technology
23 July 2018

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 Research Scientist, 9 years

Education

B.S., with honors, Mathematics and Chemistry, University of East Anglia

Languages

English

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30 May 2018
Creating a Sustainable Strategy for Sourcing at Midsize Enterprises CIOs of midsize enterprises lack dedicated sourcing, procurement and relationship management resources. To remedy this, they must implement a pragmatic sourcing strategy that aligns with business goals, achieves the desired outcome of decisions, and leads to an understanding of the marketplace.
24 May 2018
The Resilience Premium of Digital Business: A Gartner Trend Insight Report Committing to resilience will equip your digital business with the mindset, resources and planning to recover from inevitable disruptions. Security and risk management leaders must deliver by building a culture of systemic resilience through viewing resilience as a premium and not as a cost.

21 Jun 2018
Data and Analytics Key Roles, Responsibilities, and Organization EDT: 9:00 a.m. | PDT: 6:00 a.m. | BST: 14:00 To succeed in digital business, data and analytics must be at the pulse of the organization and incorporated into all key decisions. As a result, new roles have emerged over the last few years and additional skills and competencies are required for existing roles. This webinar highlights the key roles and responsibilities in data and analytics and also the impact on the data and analytics organization model.
25 Jun 2018
Overcome IT Cost Optimization Challenges EDT: 10:00 a.m. | PDT: 7:00 a.m. | BST: 15:00 It's now more critical than ever to understand enterprise technology spend in order to effectively optimize both cost and value. This webinar focuses on the challenges and Gartner Top 10 Recommended Cost Optimization Ideas to help you optimize cost to prepare for the future. Learn how to implement a cost optimization program to evaluate these and other cost optimization ideas in order to pick the right ones for your organization.