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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
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.