Gartner Expert

Jenny Sussin

Group Vice President

Jenny Sussin is the Group VP for Gartner's Sales & Customer Service Practice. In this role, she is responsible for leading our BTI team in equipping Sales and Customer Service & Support leaders with the insights they need to succeed in their role today, and build out the functions of tomorrow.

Previous experience

Prior to leading the Sales & Customer Service practice, Jenny was a Practice VP in our HR practice where she was responsible for building out our analyst research pillar.

Prior to moving into the HR practice, Jenny served in several leadership roles in our ITL practice including Practice VP of Employee Experience Technology and Managing VP of the Customer Experience & Sales research team.

In the first leg of her Gartner journey, Jenny was a Research Vice President at Gartner covering customer experience, social CRM, and the next generation of customers.

Pre-Gartner, she worked for IBM where she was directly responsible for managing the concept, development and execution of social media strategy for IBM's largest customer event.

Professional background

IBM, Social Business Lead - Information On Demand Conference, 2 years

Areas of coverage

  • CSO Effectiveness

  • Service and Support Customer Experience

  • Service and Support AI

  • Service and Support Technology

  • Sales Technology

Education

B.A., Communications/PR, Marist College

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Top Issues That I Help Clients Address

01

What are the most pressing challenges Chief Sales Officers are facing, today?

02

What are the most pressing challenges Heads of Customer Service are facing, today?

03

How can we use AI to improve the buyer and/or customer experience?

04

How has AI changed internal and external expectations about the Sales and/or Customer Service function?

05

Questions/concerns about the Gartner research process