Jim Davies is a VP Analyst in Gartner Research. 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), including technologies such as surveying, speech analytics and customer journey analytics. Within the contact center 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.
Mr. Davies has a scientific background and was previously employed as a Senior Research Scientist for a government agency.
Senior Research Scientist
CRM Strategy and Customer Experience
Customer Service and Support Technology
B.S., with honors, Mathematics and Chemistry, University of East Anglia
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