Gartner Expert

Justin Tung

Principal Analyst

Justin is currently a Principal Analyst in Gartner's Enterprise Operations team. His coverage area includes AI, Conversational User Experience (UX) Design, chatbots/chatbot performance analytics, and generative AI including content creation and summarization.

Justin previously spent several years working in the management consulting industry where he deployed production-grade Conversational AI solutions for Fortune 100 clients. While his focus was primarily on the Healthcare and Life Sciences sector, he has experience working in the Communications and Aerospace/Defense sectors as well.

Previous experience

Designed and implemented conversational AI solutions for clients in both development/technical (technical architecture, full stack engineering) and project management roles.

Professional background

International Business Machines

Senior Strategy and Analytics Consultant

Areas of coverage

Analytics, BI and Data Science Solutions

Artificial Intelligence

Customer Service and Support Technology


Bachelor of Science and Master of Professional Studies degrees, both in Information Science from Cornell University. Studies focused on Behavioral Psychology, User Experience, Robotics, and Ethics.

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Top Issues That I Help Clients Address

1Chatbots/Conversational AI Solution Architecture (especially Contact Center AI)

2Generative AI/Prompt Engineering

3Natural Language Processing (text classification, sentiment analysis, clustering)

4Chatbot Analytics and KPI Measurements