Analyst Profile

Jim Davies

VP Analyst

19 years at Gartner , 18 years industry experience
United Kingdom

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

Latest Research

Cool Vendors in CRM Customer Service and Support
17-May-2019
2019 Strategic Roadmap for Customer Service and Support Technologies
07-May-2019
The Future of Customer Service Workforce Engagement Management
12-Apr-2019

On-Demand & Upcoming Webinars

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

Upcoming Gartner Events

Gartner Customer Experience & Technologies Summit
17 June 2019 - 18 June 2019
Gartner Data & Analytics Summit
10 September 2019 - 11 September 2019

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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15 May 2019
The Gartner Supply Chain Top 25 for 2019 This research unveils the 15th annual global Supply Chain Top 25. It highlights the advanced practices and capabilities of leading companies that CSCOs and supply chain leaders can adopt and adapt to compete with the best in the world.
18 April 2018
Demand Planning Maturity Assessment Guide for Supply Chain Planning Leaders Understanding the current state is a vital first step in demand planning maturity advancement and process transformation. Supply chain leaders can use this guide to plan for the demand planning maturity assessment in their business.

29 May 2019
Panel Discussion: How Marketing Can Win B2B Sales ? An Introduction to Buyer Enablement EDT: 10:00 a.m. | PDT: 7:00 a.m. | BST: 15:00
B2B buying is more complex than ever before. To drive organizational growth content marketers have to do more than simply educate buyers; they must enable them to buy. Marketing leaders should rely less on the constant generation of thought leadership, white papers, infographics and videos. Instead, they should capitalize on their deep industry knowledge and customer empathy by developing and deploying information that helps buyers buy and sales reps to sell. In this complimentary video webinar, Gartner for Marketers experts provide critical insights into how Marketing can transform the buyer journey by providing information which will act as a catalyst for buyer enablement.

Questions about registering or watching? Email us: gartnerwebinars@gartner.com
29 May 2019
Introducing the New High Performing Customer Service Rep EDT: 11:00 a.m. | PDT: 8:00 a.m. | BST: 16:00
Today's service environment requires a different type of frontline rep. Customers are more demanding than ever, and yet most organizations still hire candidates based on the same set of skills and abilities they were looking for five or even 15 years ago. The latest Gartner research on frontline talent management revealed that a certain type of frontline rep performs significantly better when it comes to delivering a low-effort customer service experience. In this complimentary webinar, we explain why optimizing your hiring and talent management processes to focus on this type of rep will help your organization meet increasing customer demands without overburdening company resources.

Questions about registering or watching? Email us: gartnerwebinars@gartner.com

Analyst Profile

Jim Davies

VP Analyst

Roles and Responsibilities

Jim Davies's Recent Gartner Activity

Latest Research

On-Demand & Upcoming Webinars

Upcoming Gartner Events

Background

Previous Experience

Professional Background

Education

Languages

Manage Finance Talent Supply & Demand

Creating a Culture That Performs

Gartner Top 10 Strategic Technology Trends for 2018

Managing R&D Portfolios

Speed Up Legal Reviews

Should You Build or Buy a Customer Data Platform?

Gartner Predictions for the Future of Supply Chain Operations in 2018

Effortless Experience Explained

To the Point: Lifting the Fog Around AI and Advanced Analytics in Healthcare

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Understand the continuous evolution of the B2B buying journey