Gartner Expert

Gene Alvarez

Distinguished VP Analyst

As Chief of Research for CRM, CX, Sales, Customer Service and Support, Applications Leaders, Applications and Product Portfolio Governance and Applications Architecture, Development, Integration and Platforms Key Initiatives, Gene Alvarez leads Gartner's ITLTP Applications research and helps clients with their vision, strategy, business models for topics such as The Future of Applications, Applications Modernization, CRM, Customer Experience, Digital Commerce Technologies. This includes topics such as Customer Experience Management, Customer Journey Mapping, digital business platforms, cloud, SaaS, and Digital Commerce technologies. He has spoken at many international events. He has over 30 years of business and IT experience. The Hispanic IT Executive Council Hall of Fame inducted Mr. Alvarez in 2019. He has received the Top 200 Influential Hispanics in Technology "HE&IT TOP 200" Award Hispanic Engineer & Information Technology Magazine.

Mr. Alvarez led business impact assessments, vendor management, project management, software development and delivery of complex business applications. He is an international expert on the future of applications and sell-side strategies and technologies, such as digital commerce, e-commerce and m-commerce sales applications, CRM, and customer experience. He is a recognized authority on retail and consumer packaged goods industry applications and practices. Mr. Alvarez has spoken at many industry-related conferences worldwide and has published/referenced/featured in various media and trade publications. Prior to joining Gartner, he held positions with Nine West Group, KPMG Peat Marwick, New York Power Authority and AT&T Communications.

Previous experience

Mr. Alvarez led business impact assessments, vendor management, project management, software development and delivery of complex business applications.

He is an international expert on sell-side strategies and technologies, such as e-commerce and m-commerce sales applications, CRM, context-aware computing, channel/partner relationship management, catalog/content management, catalog/configuration management and presentation, commerce/merchant applications and services, web content management, personalization, and consumer portals. He is a recognized authority on retail and consumer packaged goods industry applications and practices. He has spoken at many industry-related conferences worldwide and has been published/referenced/featured in various media and trade publications. Prior to joining Gartner, he held positions with Nine West Group, KPMG Peat Marwick, New York Power Authority and AT&T Communications.

Professional background

Nine West Group

Data Administrator & Manager of Data Warehousing

KPMG Peat Marwick

Sr. Data Administrator

New York Power Authority

Sr. Data Administrator

Areas of coverage

Application Leaders

Digital Commerce Technologies

CRM Strategy and Customer Experience

Customer Service and Support Technology

CRM Sales Technology

Education

M.S., Pace University

B.A., Computer Science, Iona College

Member of Upsilon Pi Epsilon - The International Honor Society for the Computing and Information Disciplines

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Top Issues That I Help Clients Address

1Future of Applications Vision and Strategy

2Composable Enterprise Vision and Strategy

3Applications Leaders Vision and Strategy

4CRM, Customer Experience, and Customer Experience Management Vision and Strategy

5Digital Commerce/E-Commerce, Online Sales, Vision and Strategy