Analyst Profile

Michael Chiu
VP Analyst
5 years at Gartner, 21 years industry experience
Location: USA | Language(s): English
Roles and Responsibilities
Michael Chiu is a Vice President, Analyst at Gartner focused on customer experience (CX) for IT leaders. Mr. Chiu researches on best practices, strategy, planning, management and measurement in terms of CX, and works with clients to identify and launch initiatives to enhance their CX. He also helps clients use management tools like customer journey maps, personas, voice-of-the-customer research, surveys and strategic plans to determine how their CX can generate higher satisfaction, loyalty and advocacy.
Background
Previous Experience
Prior to joining Gartner, Mr. Chiu started and ran a consulting firm centered on customer analytics and insights, market research surveys, and business planning. Previously, he held business operations and analysis roles at Yahoo!, News Corp., Capital One and AOL.
Professional Background
- EdgePeak Consulting, Founder and Managing Director, 6 years
- IGN Entertainment (News Corp.), Vice President, Planning, Analysis and Finance, 2 years
- Yahoo!, Director, Business Operations, 3 years
Education
- B.A., Psychology and Managerial Studies, Rice University, Houston, Texas
- M.B.A., University of California, Berkeley
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09 May 2023
Quick Answer: My Customer Journey Map Is Done — What Do I Do With It Next? -
01 May 2023
Presentation Slides: What the Best CX Organizations Do Differently -
21 April 2023
Video: How Do I Develop a Customer-Centric Culture Using Culture ‘Hacks’?
- 16 October 2023 - 19 October 2023 IT Symposium/Xpo
- 06 November 2023 - 09 November 2023 IT Symposium/Xpo
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