Gartner Expert

Emily Potosky

Sr Director, Research

As part of the research team in Gartner's Customer Service and Support Practice, Emily Potosky works with functional leaders and their teams to conduct in-depth research of their pressing challenges, surfacing evidenced best practices and practical tools practitioners can put to their own use.

Previous experience

Ms. Potosky graduated from Johns Hopkins School of Advanced International Studies with a Master's in International Relations and International Economics in 2016.

Professional background

The Tax Foundation

Taxes and Growth Fellow

American Councils

Resident Director for the Korea Critical Language Scholarship Program (CLS)

Fulbright Korea

English Teaching Assistant (ETA)

Education

Master's in International Relations and Economics from Johns Hopkins School of Advanced International Studies (SAIS)

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Top Issues That I Help Clients Address

1Creating a robust customer service talent strategy

2Enabling customer service reps with technology

3Predicting the future trends that may impact or disrupt customer service operations