Gartner Expert

Leah Reidy Leachman

Sr Director Analyst

Leah Leachman is a Director analyst with Gartner for Marketing Leaders. She advises customer experience, customer loyalty, and marketing leaders develop strategies that drive customer loyalty, retention, and advocacy. Her coverage topics include how brands can develop a customer-first experience design strategy for omnichannel experiences, customer journey mapping, enhancing customer listening effectiveness (VoC), developing customer-centric culture, competitive differentiation through CX, and the prioritization of projects to enhance the customer experience.

Previous experience

Ms. Leachman has over 12 years of experience in creating integrated marketing and partnership strategies to build market share for both new and established brands. Additionally, she has a deep understanding of how to harness current trends, analytics and research to develop consumer experience strategies that achieve measurable results.

Most recently, she operated and managed her own consulting business centered around strategic marketing partnerships for startups and well-established brands. Prior to her role as a consultant, she served as a regional market director in the Washington, DC area for a global retail/lifestyle brand where she was responsible for field marketing, store operations, and frontline management.

In addition to her roles in the startup and retail industries, Ms. Leachman spent seven years advising health care industry leaders on marketing and strategic planning at The Advisory Board Company and two years leading the client development and strategy team at Social Driver, a leading DC-based technology and digital agency.

Areas of coverage

Customer Experience

Customer Acquisition and Growth

Customer Understanding and Marketing Execution


B.S., Psychology, Davidson College

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Top Issues That I Help Clients Address

1How to develop an experience design strategy that will impact customer loyalty and advocacy

2Understanding the end-to-end customer journey

3How to prioritize CX initiatives that lie at the intersection of customer need and company capability

4Leveraging customer feedback using VoC

5Demonstrating the value of CX to stakeholders and enabling a customer-centric culture