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
- Driving Continuous AI Improvement
- Redesigning The Service Operating Model
- Prioritizing High‑Value AI Use Cases
- Empowering Teams In An AI-Driven Model
- Measuring Value Beyond Cost And Productivity
- Designing AI Roadmaps For Measurable Impact
- Future Skills And Competencies For Customer-Facing Employees
- Changing Frontline Tasks In An AI-Enabled Environment
- Metrics For AI Performance And Value
- Evolving Organizational Structures And Roles
- Enhancing Value Through Service Interactions
- Improving Customer Journeys
Speaker Bio
Christopher Sladdin is a Senior Director Analyst in Gartner's Customer Service and Support practice. His research focuses on helping organizations design, measure, and optimize customer experiences that drive business outcomes.
His work spans two interconnected domains: customer service measurement and customer journey management. He advises leaders on metrics and measurement frameworks that assess service performance, quantify customer outcomes, and demonstrate business value. He also leads Gartner's market coverage of Customer Journey Analytics and Orchestration (CJA/O) and Customer Journey Mapping technologies, helping organizations connect journey design, insight, and execution. Beyond his published research, Christopher advises clients on customer experience strategy development and execution.
A Gartner keynote speaker and conference presenter, Christopher regularly shares research and best practices with senior executives at Gartner Customer Service & Support and Marketing conferences around the world.
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His work spans two interconnected domains: customer service measurement and customer journey management. He advises leaders on metrics and measurement frameworks that assess service performance, quantify customer outcomes, and demonstrate business value. He also leads Gartner's market coverage of Customer Journey Analytics and Orchestration (CJA/O) and Customer Journey Mapping technologies, helping organizations connect journey design, insight, and execution. Beyond his published research, Christopher advises clients on customer experience strategy development and execution.
A Gartner keynote speaker and conference presenter, Christopher regularly shares research and best practices with senior executives at Gartner Customer Service & Support and Marketing conferences around the world.
Sessions
Wednesday, November 04, 2026 09:30 AM - 10:15 AM MST
Gartner Opening Keynote: Redesign Service and Support to Unlock AIs Value
Christopher Sladdin,
Sr Director Analyst, Gartner
AI has forever changed service and support. In the past two years, we've stepped up, taking on unprecedented challenges to implement AI in our organizations. Now, we're ready to maximize the value that AI can offer. In this opening keynote, learn how to transform your organization to thrive in an AI-accelerated world.
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Wednesday, November 04, 2026 02:30 PM - 03:15 PM MST
Exclusive Invitational Program: Expanded Insights - Redesign Your Organization to Unlock AI's Value
Christopher Sladdin,
Sr Director Analyst, Gartner
Lauren Villeneuve,
Sr Director Analyst, Gartner
In this limited-access session, Gartner experts will explore the critical shifts you must make to maximize the value of your AI investments in customer service and support. You’ll discover how to unlock greater value from AI for service and support, connect AI use cases for compounding results and intentionally build a workforce that collaborates with AI to deliver real business outcomes. Plus, you’ll hear real-life examples to inspire you on your journey.
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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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