- Gartner client? Log in for personalized search results.
Gartner Expert
Eric Keller
Sr Director Analyst
Eric is a Senior Director in Gartner's Customer Service Practice. He has nearly 20 years of experience producing insightful management research and advising customer service, support and experience leaders on their most pressing challenges. His areas of expertise include customer experience, journey management and mapping, customer feedback and VOC, and channel strategy. He is passionate about helping leaders in the public and private sectors learn about innovative practices and serve their customers more effectively.
Previous experience
Most recently, Eric worked at The Partnership for Public Service, where he advised senior government executives on customer service and customer experience initiatives and led high-visibility research on customer experience and other management topics. Prior to that, he held management positions in the government and non-profit sectors.
Areas of coverage
-
Service and Support Customer Experience
Education
Eric earned his B.S. in Political Science from Wake Forest University and holds a Master of Public Policy degree from George Mason University.
Top Issues That I Help Clients Address
Voice of Customer Program Development
CX Vision and Strategy
Customer Journey Mapping
Customer Experience Metrics
Customer Survey Design