Author Profile

Christopher Sladdin

Christopher Sladdin

Sr Principal Analyst

4 years at Gartner,  7 years' experience

Location:  United Kingdom  |  Language(s):  English

Roles and Responsibilities

Christopher Sladdin is a Senior Principal, Analyst within the Customer Service & Support practice. In his role, Mr. Sladdin works with Heads of Customer Service to develop strategies and execute on key initiatives consistent with the practices of leading Customer Service organizations. His research focus includes measuring and understanding the customer service experience (Metrics and Voice of the Customer), service and support channel strategies, low-effort customer experience design, and developing Value Enhancement strategies to drive customer loyalty through customer service interactions.


Previous Experience

Before taking up his analyst role, Mr. Sladdin previously worked as a research advisor in Gartner's Customer Service and Support practice. Earlier in his career, he worked in Gartner's Consulting business, where he led engagements for Telco, Professional Services and Public Sector clients across the Digital CX, Market Analytics and Talent domains. Prior to joining Gartner, Mr. Sladdin worked for PwC as a public-sector IT transformation program manager and CRM specialist.

Professional Background

  • Gartner, Senior Consultant, 3 years
  • Gartner, Senior Principal, Advisory - Customer Service & Support Research, 1 year
  • PwC, Senior Associate, Consulting, 3 years


  • MA (Hons), Business & Accounting, University of Edinburgh