Gartner Expert

Brady Holbrook

Director, Advisory

Brady has more than 18 years experience in the contact center industry; with the majority of his time spent leading the strategy and execution of support organizations. Throughout his career, Brady has worked with a variety of organizations, ranging from Fortune 10 companies to small, hyper growth companies; and with teams located throughout the United States, Latin America, Asia, and Europe. His experience traverses leading both captive/internal teams as well as within the BPO industry. Throughout his tenure, Brady has reported directly to C-suite executive leaders and is able to help navigate the challenges that support leaders face when looking to communicate and deliver value to their organizations.

Brady has always enjoyed the relationships built and the emotional connection a customer support team can gain through supporting a common goal. His true passion is found in helping organizations identify and achieve phenomenal success internally while minimizing friction to create wonderful customer experiences worldwide.

Previous experience

Prior to joining Gartner, Brady was the Head of Service and Contact Centers for Optum Financial, a part of United Health Group. In this role, he led operations for a globally dispersed team of 1,500, supporting both B2C and B2B contact types. Additionally, Brady has worked alongside some of the industry's best at companies such as Verizon Wireless, Best Buy, Alorica, and Young Living Essential Oils.

Professional background

Optum Financial

Senior Director/Head of Customer Service

ROI Solutions

Executive Director of Operations

Young Living Essential Oils

General Manager - Malaysia

Areas of coverage

Service and Support Strategy and Leadership

Service and Support Talent and Operations

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