Gartner Expert

David Norrie

Sr Principal Analyst

David Norrie is a Senior Principal, Analyst. Mr. Norrie advises clients on the use of customer analytics to improve the customer experience and deliver business value across digital commerce, marketing, sales and customer service business processes. He covers customer analytics strategies, trends and technologies.

Prior to joining Gartner, Mr. Norrie was a Decisioning Implementation Lead for a large digital marketing consultancy, where his teams would implement decisioning and real-time adaptive AI models for clients in the telecoms, travel and retail banking industries, including championing the use of human-readable models. He has a background in customer analytics (including speech and text), digital, retail, customer relationship management (CRM), and workforce management (WFM) technologies.

Previous experience

Mr. Norrie managed teams of marketing technologists and decisioning architects working primarily with Pega and Chordiant. The teams designed and implemented the infrastructure, carried out marketing activities as a managed service and built custom functionality. The teams covered retail banking, travel, telecoms, insurance.

Prior to that he worked directly building analytics strategies for consumer insight, operational performance insight and demand planning/forecasting.

Professional background

Merkle

Decisioning Implementation Lead

Citibank

Head of Regulatory Complaints

Tesco

Senior Customer Insight Analyst

Areas of coverage

Data and Analytics Leaders

Analytics, BI and Data Science Solutions

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Top Issues That I Help Clients Address

1How can I build a successful analytics strategy?

2How can I deliver ROI with my analytics initiatives?

3What type of customer and operations data should I be capturing (or not) and how should I use it?

4How is the vendor space for analytics evolving in terms of players and capabilities?

5What trends and capabilities are emerging in the analytics space?