Research
2019 Customer Experience Management Study
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Experts
Leah Reidy
Sr Principal, Advisory
Leah Reidy is an Advisory Leader with Gartner for Marketing Leaders. She advises customer experience and marketing leaders with building business cases for CX initiatives, customer journey mapping, enhancing customer listening effectiveness (VoC), developing customer-centric culture and the prioritization of projects to enhance the consumer experience.
Roles and responsibility
Customer Experience Leaders, Marketing Leaders
Previous experience
Ms. Reidy has over 10 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. Reidy 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 Design and Execution
Customer Experience Leadership and Management
Education
B.S. in Psychology, Davidson College
Top Issues That I Help Clients Address
1Prioritizing CX Projects
2Customer Journey Mapping
3CX Metrics + Calculating ROI
4Customer-Centric Culture
5Creating High Impact Customer Experiences