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.
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.
Software Sciences/Data Sciences
Programmer and Analyst
National Westminster Bank
Supply Chain Customer Fulfillment and Collaboration (retired)
CRM Strategy and Customer Experience
Enterprise Applications for Technical Professionals
B.A., Economics, Portsmouth Polytechnic
Diploma in Marketing
1Customer Experience Management Strategy
2Customer Experience Management Implementation
3CRM Project Implementation
5CRM Vendor Selection