Experience the difference. Meet your peers, talk with analysts, build your network and turn insights into action.
Christopher Sladdin
Sr Director Analyst
Gartner
Speaker Topics
- Strategic AI Vision And Alignment
- Managing AI Governance And Risk
- Redesigning The Service Operating Model
- Prioritizing High‑Value AI Use Cases
- Measuring Value Beyond Cost And Productivity
- Metrics For AI Performance And Value
- Shifts In Service Delivery Models
- Enhancing Value Through Service Interactions
- Improving Customer Journeys
Speaker Bio
Christopher Sladdin is a Senior Director Analyst focused on Customer Experience Management. His research focuses on customer journey management, channel strategy, and voice of customer program design. He also researches customer service and support metrics and value storytelling. Christopher is a Gartner keynote speaker, and often presents on CX at Gartner's Customer Service and Marketing conferences. He leads Gartner's market coverage of Customer Journey Analytics & Orchestration technologies.
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Sessions
Wednesday, November 04, 2026 09:30 AM - 10:15 AM MST
Gartner Opening Keynote: What’s Next for Customer Support
Christopher Sladdin,
Sr Director Analyst, Gartner
Watch this space for the topic of our opening keynote for customer service and support leaders in 2026. We'll reveal more closer to the conference.
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Wednesday, November 04, 2026 04:00 PM - 04:30 PM MST
The Metrics That Matter Next: Aligning Service Innovation With Business Outcomes
Christopher Sladdin,
Sr Director Analyst, Gartner
You're investing in AI, the intelligent front door, value-centered service and so much more, but often still measure success with outdated metrics. This session shows how major service initiatives should change what you measure, which metrics matter most and how to align them to the growth, adoption, trust and cost efficiency outcomes executives care about.
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Thursday, November 05, 2026 12:00 PM - 12:30 PM MST
How to Use AI to Improve Customer Experience and Where AI Hurts More Than It Helps
Christopher Sladdin,
Sr Director Analyst, Gartner
AI promises to transform CX, but misuse can erode trust and growth. Vendors push “AI everywhere,” yet many use cases have the potential to bypass human understanding and damage loyalty. In this session, we explore where AI can truly add value in customer journeys and where it undermines connection, so leaders can cut through hype, prioritize smart investments and deliver measurable impact.
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