Analyst Profile

Roles and Responsibilities

As Chief of Research for CRM, CX, Sales, Customer Service and Support, Applications Leaders, Applications and Product Portfolio Governance and Applications Architecture, Development, Integration and Platforms Key Initiatives, Gene Alvarez leads Gartner's ITLTP Applications research and helps clients with their vision, strategy, business models for topics such as The Future of Applications, Applications Modernization, CRM, Customer Experience, Digital Commerce Technologies. This includes topics such as Customer Experience Management, Customer Journey Mapping, digital business platforms, cloud, SaaS, and Digital Commerce technologies. He has spoken at many international events. He has over 30 years of business and IT experience. The Hispanic IT Executive Council Hall of Fame inducted Mr. Alvarez in 2019. He has received the Top 200 Influential Hispanics in Technology "HE&IT TOP 200" Award Hispanic Engineer & Information Technology Magazine. Mr. Alvarez led business impact assessments, vendor management, project management, software development and delivery of complex business applications. He is an international expert on the future of applications and sell-side strategies and technologies, such as digital commerce, e-commerce and m-commerce sales applications, CRM, and customer experience. He is a recognized authority on retail and consumer packaged goods industry applications and practices. Mr. Alvarez has spoken at many industry-related conferences worldwide and has published/referenced/featured in various media and trade publications. Prior to joining Gartner, he held positions with Nine West Group, KPMG Peat Marwick, New York Power Authority and AT&T Communications.

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