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).

Output as of 1st September 2019: 581 research papers; 3 special report leads; 2 maverick reports; 2 Top 10 predicts; 1 EXP CIO report; >220 presentations; 7 years agenda manager; 10 Summit chairmanships; 3 Symposium chairs; 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


Research Consultant

Software Sciences/Data Sciences

Programmer and Analyst

National Westminster Bank


Areas of coverage

Customer Experience Design and Execution (retired)

Supply Chain Customer Fulfillment and Collaboration

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