Gartner Expert

Deborah Alvord

Sr Director Analyst

Deborah Alvord is a Senior Director Analyst with Gartner's global customer service and support research group. Mrs. Alvord supports customer experience and other service leaders in the areas of CX and operations.

Previous experience

Ms. Alvord has 30 years of experience with Customer Service Operations, Contact Centers Processes and Customer Experience (CX) optimization and transformation, along with a strong passion to help others to succeed. While at Lenovo, she identified enterprise and country-specific drivers of CX and service delivery needs within the global operations, along with employee engagement and customer-centric culture continuous improvement opportunities. The focus areas were CX Transformation, Voice of the Customer, CX and operational metrics, process optimization, employee rewards and recognition, performance management, vendor management, employee engagement, culture transformation and quality management. During her 18 years with EDS/HP/HPE, she was a part of the BPO/Services outsourcing business, gaining tremendous experience with outsourced operations for clients in all industries around the world. In addition to working with sites to optimize service delivery and providing thought leadership to the clients regarding CX and operations, for 10 years, she conducted service delivery and CX optimization consulting engagements with clients in all industries around the world who had both outsourced and in-house operations. Areas of focus included contact center operations optimization, CX transformation, process optimization, quality management, performance management, outsourcing/vendor management, employee engagement, coaching, training, rewards and recognition, KPIs/measurement.

During her tenure at American Airlines reservations/customer care, she gained extensive contact center customer service and service delivery knowledge, along with contact center operational optimization experience. Areas of focus included performance management, operational efficiency, training, coaching, quality management, employee recognition programs, employee rewards and recognition.

Professional background

Lenovo

Director of Customer Experience (CX) - Worldwide Services

EDS/Hewlett-Packard(HP)/Hewlett-Packard Enterprise

CX/Service Delivery/Process Consultant-Outsourced/In-house Contact Ctr Services

American Airlines

Supervisor Reservations/Customer Care

Areas of coverage

Service and Support Strategy and Leadership

Service and Support Talent and Operations

Service and Support Customer Experience (CX) and VOC

Education

University of North Carolina - Chapel Hill; Biology - BA

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Top Issues That I Help Clients Address

1How do I optimize customer service processes to deliver high performance results?

2How do I design a Voice of the Customer (VOC) program to identify what matters most to customers?

3What operational metrics and CX KPIs should I be measuring?

4How do I optimize my work from home program for high performance?

5What should I consider when outsourcing customer service activities and processes?