Analyst Profile

John Quaglietta

John Quaglietta

Sr Director Analyst

1 year at Gartner ,  20 years industry experience

Roles and Responsibilities

John Quaglietta is a Senior Director Analyst for Customer Service and Support Planning and Operations.


Previous Experience

Mr. Quaglietta brings over 25+ years of experience in Customer Service, Support and Customer Experience with a focus on strategy, operations, technology, and process. Most recently, he served as Director of Research & Advisory for Customer Success & Support at TSIA where he advised, benchmarked, and researched on key service and success trends and topics. He previously served as VP of Customer Success for Service at Oracle, where he oversaw a team of customer success managers focused on helping clients optimize their digital, self, and assisted service functions and channels. Prior to that he has held numerous leadership roles in customer service, support, success, consulting, and sales. He has led many strategic transformation projects including those focused on service transformation, customer experience, and digital transformation where he has helped many of the Fortune 500 increase market share, product penetration, and revenue, while balancing the cost of acquisition, expansion, and retention.

Professional Background

Genesys, Sr. Director of Customer Experience & Contact Center Consulting, 5 years
Oracle Corporation, Vice President of Customer Success & Value Realization, 5 years
TSIA, Director of Research & Advisory, Customer Success & Support, 1 year

Industry Awards/Accolades

- Co-authored, "Dynamic Customer Engagement", published 2009
- Co-authored, "The Dynamic Contact Center", published 2007
- Have spoken at over 25 industry events both in the US and Internationally over the past decade


BS: Operations Management & Political Science, University of Massachusetts
Six Sigma Blackbelt, University of Texas



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