Analyst Profile

Jim Davies

Jim Davies

Research Director

17 years at Gartner ,  16 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

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