19 years at Gartner
18 years industry experience
Roles and Responsibilities
Jim Davies is a VP Analyst in Gartner Research. He is part of the company's Customer Experience and Customer Service Technology teams. 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.
Jim Davies's Recent Gartner Activity
Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace
Survey Analysis: Customer Experience Innovation 2019 — A Midsize Enterprise Perspective
Maximize Your Customer Service Technology Investments by Balancing Customer and Employee Experience
Mr. Davies has a scientific background and was previously employed as a Senior Research Scientist for a government agency.
DERA, Senior Research Scientist, 9 years
B.S., with honors, Mathematics and Chemistry, University of East Anglia