Roles and Responsibilities

Jason Barberio is a Senior Principal Advisor with Gartner's Customer Contact Leadership Council and Gartner for Customer Service and Support Leaders. In his role, Mr. Barberio works with heads of Customer Service to develop strategies and execute on key initiatives consistent with the practices of leading Customer Service organizations. He facilitates and leads research discussions with major stakeholders to match best-practice insights with member challenges and needs. His areas of expertise include hiring, managing and developing frontline talent for the customer service organization, measuring and understanding the customer service experience through Voice of the Customer, driving customer loyalty and retention through effort reduction and value enhancement, and change storytelling for managing change in a service organization.

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