Roles and Responsibilities

David Norrie is a Senior Principal Analyst in Gartner Research for the Customer Service and Support team in the Sales & Customer Service practice. Mr. Norrie advises clients on the use of customer analytics to improve the customer experience on customer service business processes. He covers customer analytics strategies, trends, and technologies. He has led Gartner's research into customer journey analytics and orchestration technologies and strategy. Prior to joining Gartner, Mr. Norrie was a Decisioning Implementation Lead for a large digital marketing consultancy, where his teams would implement decisioning and real-time adaptive AI models for clients in the telecoms, travel and retail banking industries, including championing the use of human-readable models. He has a background in customer analytics (including speech and text), digital, retail, customer relationship management (CRM), and workforce management (WFM) technologies.