Gartner Expert

Jim Davies

VP Analyst

Jim Davies is a VP Analyst in Gartner's ITLTP Applications Group. He is part of the company's Customer Experience and Customer Service Technology teams. Within the customer experience space his main coverage area is the voice of the customer (VoC) and within the customer service market, he covers workforce optimization (WFO) and workforce engagement (WEM), which span functions from recording, evaluation and training to scheduling, reporting and interaction analytics and assistance.

Previous experience

Mr. Davies has a scientific background and was previously employed as a Senior Research Scientist for a government agency.

Professional background


Senior Research Scientist

Areas of coverage

CRM Strategy and Customer Experience

Customer Service and Support Technology


B.S., with honors, Mathematics and Chemistry, University of East Anglia

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Top Issues That I Help Clients Address

1How to initiate a successful enterprisewide voice of the customer program

2How to migrate toward a unified contact center workforce optimization solution and how to select the most appropriate call recording and WFM vendors

3How to apply best practice to a customer survey program

4How to improve the customer experience

5How to improve employee engagement in the contact center