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 2021 he has written over 650 research papers including 3 special, 2 maverick and 2 Top 10 predict reports, delivered 228 presentations, chaired 3 Symposia and 10 Summit conferences and spent 7 years as a Key Initiative leader.

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


Research Consultant

Software Sciences/Data Sciences

Programmer and Analyst

National Westminster Bank


Areas of coverage

Customer Experience

CRM Strategy and Customer Experience

Enterprise Applications for Technical Professionals


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