Gartner Customer Service and Support Expert

Brian Weber

Director Analyst

Brian has over 23 years of industry experience and covers topics including culture, enhancing strategy & leadership, support delivery models, support optimization, tool evaluation & selection, and channel strategy & execution. Brian's experience spans from Fortune 500 companies to startups and expertise in marketplace operations, government, travel, financial and telecommunications industries. Brian has a track record of success in building exceptional teams, providing superior customer experience tools and leading cultures that strive to reward, recognize and empower employees. Brian has reported to many levels of organizations from CEO, CTO, COO, CCO (Chief Communication Officers), Assistant Secretary, CMO and CFO. Brian has led and been a stakeholder for virtually all areas of an organization, and that unique blend allows him to help deliver meaningful business results from Customer Service & Support.

Previous experience

Brian served as the Head of Customer Operations for the nation's largest lawn care marketplace LawnStarter, appointed as the Director of Customer Experience for the State of Florida's Department of Economic Self-Sufficiency to lead a team of 1,300 to distribute State and Federal aid for a year at the start of the Pandemic and led the implementation of a new chatbot technology that contained 85% of customer inquiries. He led service integration of multiple acquisitions and helped multiple companies successfully sell. Brian also served in leadership roles at Bright House Networks, Charles Schwab & Co and Summit Broadband.

Professional background

State of Florida Department of Children & Families

Director of Customer Experience

Bright House Networks

Director of Customer Engagement

Charles Schwab & Co.

Manager of Global Technical Events

Education

University of Central Florida, B.A. in Organizational Communication

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Top Issues That I Help Clients Address

1How do I improve my self-service content to ensure that customers are able to get the answer they need?

2How do I ensure that I am meeting the needs of the customers and service personnel to handle customer needs across channels?

3How do I ensure agents have the right tools and incident workflow to work as efficiently as possible?

4How do I scale my support operations up and down efficiently?

5How do I identify the right touchpoints to implement self-service technology?

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