Gartner Expert

Lauren Villeneuve

Sr Director, Advisory

Lauren Villeneuve is a Sr. Director, Advisory within Gartner for Customer Service and Support Leaders. In this role, Ms. Villeneuve is responsible for supporting and partnering with senior executives at member organizations to identify and apply insights to their most critical challenges. She provides advice for executives across a number of decision areas, including: strategy, planning, talent management, issue resolution, loyalty, channel management and measurement. She joined Gartner in 2017 after spending 10 years in developing and consulting on marketing and communications strategies for nonprofit organizations, corporate conglomerates, government agencies and associations. She earned both her B.A. in Mass Communications and M.S. in Integrated Marketing Communications from Florida State University.

Previous experience

For over 10 years, Ms. Villeneuve has been a Strategic Thought Leader for government agencies, private companies and nonprofit organizations. Throughout her career, she has always been fascinated by the strategy behind marketing successful products, companies and brands. Using research to develop solid recommendations, she continuously strives to push herself and her clients further to ensure their strategies are effectively impacting the overall goals and priorities. She's passionate about creating solutions that drive measurable engagement and impact. Also, within her 10 years of work experience, she has also become a passionate advocate, collaborator and leader within her companies.

Professional background

Booz Allen Hamilton


Wounded Warrior Project

Engagement Specialist


Associate Director

Areas of coverage

Service and Support Strategy and Leadership

Service and Support Talent and Operations

Service and Support Customer Experience and Analytics

Service and Support Channel Strategy and Execution


M.A., Integrated Marketing Communication, Florida State University

B.A., Mass Communication, Florida State University

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Top Issues That I Help Clients Address

1How can we transform service from a cost center to a profit center? #ValueEnhancement

2How do we build a value enhancement strategy for our organization? #ValueEnhancement

3How do we optimize our channels for a digital-first strategy? #Digital #ChannelStrategy

4How can we create a thoughtful channel strategy aligned to certain issues? #ChannelStrategy

5How do we increase customer adoption of digital and self-service channels? #Digital #ChannelStrategy

Latest research and insights