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 recruitment and retention strategies for frontline talent and measuring and understanding the customer service experience. He also helps leaders to identify and prioritize CX improvement opportunities.

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

Gartner

Senior Consultant

PwC

Senior Associate, Consulting

Areas of coverage

Service and Support Talent and Operations

Service and Support Customer Experience and Analytics

Service and Support Channel Strategy and Execution

Education

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 reduce the cost of Customer Service operations

4How to decrease employee turnover and increase engagement and productivity in Customer Service

5The key Customer Service trends and delivering a digital-first experience