Lauren Villeneuve is a Sr. Director, Analyst within Gartner's Customer Service & Support practice, where she advises senior executives on improving customer and business outcomes through customer experience strategy, customer understanding, customer journey management, and service transformation. Her work helps organizations leverage customer insights and analytics, orchestrate seamless customer journeys, establish meaningful CX metrics, and evolve contact centers into strategic value delivery functions. She also advises on organizational design, governance, and change management practices that enable successful customer-centric transformation.