Gartner Expert

Andrew Schumacher

Sr Principal, Advisory

I help connect service and support leaders to world-class best practice research, specifically in digital, multi-, and omnichannel strategy and execution, and customer service experience and VoC strategy and execution.

Previous experience

Previously, I worked on the CEB/Gartner Sales Leadership Council/Gartner for Sales Leaders in a similar capacity to my job assisting customer service leaders.

Areas of coverage

Service and Support Customer Experience and Analytics

Service and Support Channel Strategy and Execution

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Top Issues That I Help Clients Address

1Designing and executing on digital channel, multi-channel, and omnichannel customer service strategies.

2Building and executing VoC programs to understand customers' service experiences.

3Executing self-service strategy and performance.

4Customer survey design and deployment.

5Implementing customer service experience metrics like Customer Effort Score and Value Enhancement Score.