Nadine LeBlanc is a Director in Gartner Research part of the CRM and Customer Experience team. She focuses on customer strategies and technologies with an emphasis on customer service and emerging engagement channels. She specializes in supporting the journey to enterprisewide CRM from roadmap to implementation including vendor selection for customer engagement center. Mrs. LeBlanc contributes to Midsize Enterprise (MSE) research tailored to the unique challenges of CRM in midsize enterprises and nonprofit organizations. She also explores the use of blockchain for customer applications as a member of Gartner's blockchain Center of Excellence.