Jim Davies

Jim Davies

VP Analyst
Jim Davies is a VP Analyst in Gartner Research. He is part of the company's Customer Experience and Customer Service Technology teams. Within the customer experience space his main coverage area is the voice of the customer (VoC), including technologies such as surveying, speech analytics and customer journey analytics. Within the contact center market, he covers workforce optimization (WFO) and workforce engagement (WEM), which span functions from recording, evaluation and training to scheduling, reporting and interaction analytics and assistance.
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Tuesday, 16 June, 2020 / 01:30 PM - 02:15 PM AEST
Getting Business Value from the Voice of the Customer

Voice of the Customer scenario that explores the dimensions of what it is and how you go about running a program. With a focus on how this can provide business value through the prescriptive guidance it can provide.

Wednesday, 17 June, 2020 / 08:30 AM - 09:15 AM AEST
Customer Service Experience Scenario: The What? Why? and How? in 2020

Overarching deck that runs through what a customer service experience is, why it's important, what drives it, how it can be designed, implemented and managed.

Wednesday, 17 June, 2020 / 01:45 PM - 02:30 PM AEST
How Superior Employee Experience Drives Superior Customer Experience

There is a growing organizational emphasis on employee well-being and designing an employee experience that drives customer engagement, loyalty and advocacy. As we enter an era where employee expectations are higher than ever, rethinking the working environment, management philosophy and tools available to employees is a critical requirement.

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