Analyst Profile

Ed Thompson

VP Distinguished Analyst

23 years at Gartner , 29 years industry experience
United Kingdom

Roles and Responsibilities

Edmund (Ed) Thompson is a VP and Distinguished Analyst in Gartner Research. His research focuses on CRM, and he is the research leader for the Customer Experience Management and CRM Strategy and Execution topics. He researches customer experience, CRM strategy, CRM implementation and CRM service providers and more generally covers CRM in Europe.

Areas of Coverage

Customer Relationship Management

Ed Thompson's Recent Gartner Activity

Latest Research

Critical Capabilities for CRM and Customer Experience Implementation Services, Worldwide
13-Jun-2018
The Gartner CRM Vendor Guide, 2018
31-May-2018
Realizing the Benefits of Superior Customer Experience: A Gartner Trend Insight Report
11-May-2018

On-Demand & Upcoming Webinars

How to Measure the Customer Experience
02 August 2017
How to Build Your Business Case to Improve Customer Experience
30 May 2018

Background

Previous Experience

Prior to joining Gartner, he was a consultant at INTECO, where he worked in strategy consultancy and market research. Previously, Mr. Thompson worked at Software Sciences/Data Sciences, an independent software vendor and system integrator based in the United Kingdom.

Professional Background

INTECO, Research Consultant, 3 years
National Westminster Bank, Clerk, 1 year
Software Sciences/Data Sciences, Programmer and Analyst, 3 years

Education

B.A., Economics, Portsmouth Polytechnic
Diploma in Marketing

Languages

English

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25 June 2018
Closing the Digital Talent Gap at Midsize Enterprises Midsize enterprises face big challenges to secure talent for digital business transformation. CIOs at MSEs must build an attractive culture, create a long-term workforce development plan, broaden talent search and capitalize on a distinctive employer brand to win the race for digital workers.
30 May 2018
Creating a Sustainable Strategy for Sourcing at Midsize Enterprises CIOs of midsize enterprises lack dedicated sourcing, procurement and relationship management resources. To remedy this, they must implement a pragmatic sourcing strategy that aligns with business goals, achieves the desired outcome of decisions, and leads to an understanding of the marketplace.

23 Jul 2018
Panel Discussion: Emerging Trends in Customer Service & Support Technology EDT: 10:00 a.m. | PDT: 7:00 a.m. | BST: 15:00 Due to the increasing complexity of consumer interactions, customer service organizations need a complex set of applications to support customer engagement across a growing mix of agent-assisted and self-service channels. In this unique panel discussion style webinar, Principal Executive Advisor Pete Slease will moderate a conversation with Gartner Research Directors Jim Davies and Nadine LeBlanc on emerging trends in customer service and support technology. Our aim is to help you navigate the waters of customer service applications in order to select the best technologies and vendors to meet your customers' needs. During this session, you can also ask the panelists your questions on this topic.
23 Jul 2018
Build and Deploy Business Models and Strategy EDT: 11:00 a.m. | PDT: 8:00 a.m. | BST: 16:00 Business models and strategy are mutually complementary, essential tools for navigating the landscape of digital business. Yet many enterprises have weak or nonexistent strategy and very few have documented their business models. This webinar addresses the respective structures and roles of business models and strategy. You will receive insights into how CIOs and IT leaders can build and deploy business models and strategy to chart a path to the enterprise's digital destination.