Gartner Expert

Jason Barberio

Sr Principal, Advisory

Jason Barberio is a Senior Principal Advisor with Gartner's Customer Contact Leadership Council and Gartner for Customer Service and Support Leaders.

In his role, Mr. Barberio works with heads of Customer Service to develop strategies and execute on key initiatives consistent with the practices of leading Customer Service organizations.

He facilitates and leads research discussions with major stakeholders to match best-practice insights with member challenges and needs. His areas of expertise include hiring, managing and developing frontline talent for the customer service organization, measuring and understanding the customer service experience through Voice of the Customer, driving customer loyalty and retention through effort reduction and value enhancement, and change storytelling for managing change in a service organization.

Previous experience

Prior to his role in advisory, Mr. Barberio worked in various customer service organisations including 6 years with Gartner as a Leadership/Team Client Manager supporting IT executives. He also worked with Walt Disney World as the VIP coordinator and sales associate for the runDisney product.

Professional background

Gartner

Team Client Manager

Gartner

Leadership Client Manager

Walt Disney World

VIP Coordinator/Sales

Areas of coverage

Service and Support Talent and Operations

Service and Support Customer Experience and Analytics

Service and Support Channel Strategy and Execution

Education

Master of Business Administration, Rollins Crummer Graduate School of Business

Bachelor of Business Administration, Loyola University New Orleans, Summa Cum Laude

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Top Issues That I Help Clients Address

1Customer Service Talent Management- Hiring (Job Descriptions, Personality Based Hiring), Retention and Employee Engagement as well as measurement strategies to drive performance and coach to develop

2Customer Experience & Analytics strategy including CX Measurements & Survey Design

3Legacy CEB Customer Contact Leadership Council (Coverage of all KIs as part of legacy product)

4Change Storytelling and Getting buy-in for change initiatives especially in the Customer Service function