Brian Lannan is a Senior Director, Analyst in Gartner's Marketing practice helping clients build, manage, and modernize their customer experience capabilities. He writes research and advises clients on Voice of Customer, CX Strategy Development, Measurement and Metrics, Governance, and driving a Customer-Centric Culture. He also has experience in qualitative and quantitative customer understanding techniques, including Segmentation, Personas, and Journey Mapping. He has experience in both B2B and B2C environments.
Brian Lannan is a strategy and marketing leader with extensive experience leading B2C customer experience and insights work. He spent 15 years at a Fortune 50 retailer running corporate strategy projects, leading insights teams, and building and running the customer experience capability. He also spent two years running the retail vertical for a customer experience digital transformation firm.
Brian has a passion for helping companies deeply understand their customers and translate that insight into winning brands, differentiated experience, and growth. His work has long been guided by balancing empathy with analysis, vision with pragmatism, and near-term constraints with long-term possibility
Hive Collaborative, Executive Consultant, Insights and Customer Experience, 1 years
TTEC Digital, Vice President, Retail Experience, 2 years
Target Corporation, Sr Director, Guest Experience, 4 years
Target Corporation, Director, Guest Insights, 9 years
Target Corporation, Lead, Strategy and Research, 2 years
The Steak n Shake Company, Various Roles in Real Estate, Operations, and IT, 4 years
Customer Experience Insights​
MBA, Harvard Business School
BA in Economics, Mathematics, and Spanish, Indiana University
Designing, implementing, and managing world-class Voice of Customer programs
Crafting Customer Experience Strategies that deliver on customer needs and drive enterprise-wide alignment around the customer
Implementing Customer Experience measurement and metrics that illuminate valuable wins and actionable opportunities for marketers and operators
Building Customer-Centric Cultures that create empathy and understanding for the customer, as well as commitment to acting on customer needs
Delivering actionable customer insight through modern quantitative and qualitative research techniques