Gartner Expert

Ed Thompson

Distinguished VP Analyst

Edmund (Ed) Thompson is a Distinguished VP, Analyst in Gartner Research. Mr. Thompson's research focuses on Customer Experience Management and Customer Relationship Management (CRM). His current focus is on strategy, metrics, implementation and use of technology to improve the customer experience.

As of the end of 2020 he has written 617 research papers including 3 special, 2 maverick and 2 Top 10 predict reports, delivered over 225 presentations chaired 3 Symposia and 10 Summit conferences. He spent 7 years as a Key Initiative leader and visited 67 countries.

Previous experience

Prior to joining Gartner, Mr. Thompson was a consultant at INTECO, where he worked in strategy consultancy and market research. Previously, he worked at Software Sciences/Data Sciences, an independent software vendor and system integrator based in the United Kingdom.

Professional background

INTECO

Research Consultant

Software Sciences/Data Sciences

Programmer and Analyst

National Westminster Bank

Clerk

Areas of coverage

Supply Chain Customer Fulfillment and Collaboration (retired)

Customer Experience

CRM Strategy and Customer Experience

Enterprise Applications for Technical Professionals

Education

B.A., Economics, Portsmouth Polytechnic

Diploma in Marketing

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Top Issues That I Help Clients Address

1Customer Experience Management Strategy

2Customer Experience Management Implementation

3CRM Project Implementation

4CRM Strategy

5CRM Vendor Selection