Gartner Expert

Jim Robinson

Sr Director Analyst

Jim Robinson is a Sr. Research Director in Gartner Research for the Customer Service and Support team in the Sales & Customer Service practice. His research focuses on enterprise field service management, including agreement management, operations, performance management and mobile workforce management. He also covers workforce engagement management, which includes contact center workforce optimization, quality management and employee recognition. In customer service use cases, Mr. Robinson covers machine customers, augmented reality and customer empathy.

Mr. Robinson has over 20 years of field service experience, spanning ERP/field service implementation, development, business process re-engineering and executive leadership.

Previous experience

Before joining Gartner, Mr. Robinson owned Professional Services business strategies with focus on improving time to value by offering innovative implementation methodologies, change management and technical services. He also drove product functionality prioritization, field service management integration with ERP, and migration to SaaS infrastructure.

Professional background

MSI Data

VP Product Management and Technical Services


Director Advanced Services and Business Solutions Architecture


Certified Public Accountant, Department of Safety and Professional Services

Accounting, Marquette University

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Top Issues That I Help Clients Address

1What vendors can help better optimize field service preparation, scheduling and technician enablement?

2How do I measure field service and customer service performance?

3How does field service interact/integrate with CRM, ERP, GIS?

4What technologies, such as IoT, HMDs, wearables, AI, drones should I be evaluating in field service?

5What are the top capabilities of Contact Center Workforce Optimization?