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


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


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.