Gartner Expert

Devin F Poole

Sr Director Analyst

Devin Poole is a Senior Director, Analyst with 12 years experience advising functional leaders in Customer Service and Support. Mr. Poole focuses on helping organizations to build and deliver their Multichannel Strategy, specifically looking at digital, self-service experience. Further he supports leaders building their Voice of Customer (VOC) programs to understand the drivers of service experience, customer loyalty and frontline performance.

Previous experience

Mr. Poole was a Sales Representative for Hale, engaging in direct-to-consumer sales of vitamin supplements.

Professional background

CEB

Director, Advisory

Hale Enterprises

Sale Representative

Areas of coverage

Service and Support Customer Experience (CX) and VOC

Digital and Self-Service Customer Service

Education

BA in Business Management from Hartwick College

BA in Economics from Hartwick College

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Top Issues That I Help Clients Address

1Self Service

2Customer Service Channel Strategy

3Customer Service Experience

4Voice of the Customer

5Customer Loyalty