Gartner Expert

Faith Adams

Sr Director Analyst

Senior Director, Analyst on the Gartner healthcare and life science industry research team. In this role, Faith supports healthcare and life science leaders who seek to embrace strategies that drive consumer engagement and improve total experience.

Previous experience

Before joining Gartner, Faith spent 15+ years in various facets of the healthcare industry having worked with providers, payers, and pharmaceutical and life science companies, developing and implementing strategies that drive patient and customer engagement and improve experience. In addition, she spent just under 5 years as an industry analyst covering customer experience across all industries at Forrester Research, where she was also a part of the healthcare theme team supporting healthcare clients.

Professional background


Global Head of Customer Experience

Forrester Research

Senior Analyst, Customer Experience


Lead Consumer Experience Analyst

Areas of coverage

Customer Experience

CRM Strategy and Customer Experience

Healthcare and Life Science Digital Optimization and Modernization

Healthcare and Life Science Digital Transformation and Innovation

Executive Leadership: Customer Experience Strategies


B.A., Political Science - University of Pittsburgh

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Top Issues That I Help Clients Address

1Driving consumer and patient engagement that increases loyalty

2Improve healthcare customer, employee, and partner experiences with a total experience strategy

3Understanding the critical nature of an ecosystem view in an industry as complex as healthcare

4Customer journey and ecosystem mapping - how to, why it is important, the need to embed the practice

5When and how to embrace technology to drive engagement and improve total experience