Matt Allen is a Senior Director, Analyst within Gartner for Customer Service and Support Leaders. He has deep expertise in the financial services and insurance industries and has led numerous customer service, self-service strategy, and AI-support initiatives for organizations.
Matt brings over 20 years of experience leading service and support organizations, previously heading teams at Toyota Financial Services, Stellantis, Capita, and Legal & General.
He provides coverage of customer self-service strategy, digital self service adoption and AI in customer service, with expertise in contact center transformation, service automation, conversational AI, and optimizing assisted service through intelligent led self-service and knowledge management.
Matt Allen has more than 20 years of experience leading customer service and contact center operations in financial services and other regulated industries. Prior to joining Gartner, he was General Manager at Toyota Financial Services (UK), where he led the customer service function, including in-life support, arrears management, and complaints resolution. He previously served as Head of Customer Service at Stellantis Financial Services, delivering an omnichannel contact center and customer relations function aligned to commercial strategy. Matt’s experience spans large-scale service operations, customer support, collections, and service transformation.
Toyota Financial Services, General Manager Customer Services, 2 years
Stellantis Financial Services, Head of Customer Services, 4 years
Legal and General, Insurance Claims Manager, 5 years
Service and Support Customer Experience
Service and Support Assisted and Self-Service Delivery
Service and Support AI
Transform and modernize customer service and contact center operations
Apply the latest technologies, including GenAI, to create more effective and engaging customer experiences.
Develop and implement self-service strategies and proactive customer engagement.
Enhance support experiences with AI and data-driven personalization.
Maximize the value of captured customer data across all service channels and help service leaders plan for arrears management activity.