Gartner Expert

Gladys Yeo

Sr Principal, Advisory

Gladys Yeo is a Senior Principal Advisor in the Financial Services practice at Gartner based in Dublin, Ireland.

Gladys advises Business Leaders, Operations Leaders, and Technology leaders with a particular focus on customer experience, operational excellence, D&A, automation, as well as talent management.

She also provides industry trends and end-user insights to service providers to help them sharpen their go-market-strategy planning and product messaging.

Gladys' previous experience in Gartner was in a similar role based in Singapore serving 30+ financial service institutions across markets in Asia Pacific.

Previous experience


Professional background



Areas of coverage

Financial Services Digital Business Strategy and Innovation

Financial Services Technology Modernization and Transformation

Industry Product Planning and Strategy

Financial Services Business Leadership and Strategy

Financial Services Customer Experience, Talent and Delivery


Bachelor of Science, With Honors, Life Science,

National University of Singapore

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Top Issues That I Help Clients Address

1Navigate the challenges of end-to-end process improvement and accelerate automation deployment

2Provide operations leaders with insights into operations' expanding functional responsibilities and evolving role of heads of operations.

3Develop customer experience that responds to retail banking clients' ever-changing needs and journeys

4Drive employee performance and engagement, focusing on back-office employees, branch staff, business bankers and relationship managers

5Explore ways firms can use technological solutions as a key market differentiator.