Gartner Expert

Christopher Sladdin

Sr Principal, Advisory

Christopher Sladdin is a Senior Principal, Advisory within the Customer Service & Support practice.

In his role, Mr. Sladdin works with Heads of Customer Service to develop strategies and execute on key initiatives consistent with the practices of leading Customer Service organizations. His areas of expertise include measuring and understanding the customer service experience (Metrics and Voice of the Customer), service and support channel strategies, low-effort customer experience design, and developing Value Enhancement strategies to drive customer loyalty through customer service interactions.

Previous experience

Mr. Sladdin previously worked in Gartner's Consulting business, where he led engagements for Telco, Professional Services and Public Sector clients across the Digital CX, Market Analytics and Talent domains. Prior to joining Gartner, Mr. Sladdin worked for PwC as a public-sector IT transformation program manager and CRM specialist.

Professional background


Senior Consultant


Senior Associate, Consulting

Areas of coverage

Service and Support Customer Experience and Analytics

Service and Support Channel Strategy and Execution


MA (Hons), Business & Accounting, University of Edinburgh

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Top Issues That I Help Clients Address

1How to improve Customer Loyalty through Customer Service

2How to lower Customer Effort and increase Customer Satisfaction in Customer Service

3How to measure and report the performance of a Customer Service function

4B2B and B2C customer expectations of their Customer Service experience

5How to deliver a digital-first Customer Service experience, and Channel Strategies