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Gartner Expert
Gladys Yeo
Sr Principal, Advisory
Gladys Yeo is a Senior Principal Advisor in the Financial Services practice at Gartner. Ms. Yeo advises Heads of Retail Banking and FS Business Operations leaders, with a particular focus on customer experience, operational excellence, process automation, as well as talent, leadership, and culture.
In her role, she also speaks to financial services technology leaders to provide insights into the perspective of business leaders to drive effective collaboration. She also shares FS business leaders' insights with service providers to support go-market-strategy planning and execution.
Previous experience
Previously, Ms. Yeo managed and built relationships with FS executives in an account management role to ensure that their needs were understood and satisfied by Gartner's suite of solutions.
Professional background
CEB
Senior Account Management Specialist
Areas of coverage
Future of Work
Financial Services Operational Excellence and Cost Optimization
Financial Services Business Leadership and Strategy
Financial Services Customer Experience, Talent and Delivery
Education
Bachelor of Science, With Honors, Life Science,
National University of Singapore
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.