17 years at Gartner
16 years industry experience
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
Market Guide for Workforce Management Applications
The Gartner CRM Vendor Guide, 2017
Cool Vendors in CRM Customer Service and Support, 2017
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