Gartner Expert

Michael Chiu

Sr Director Analyst

Michael Chiu is a Senior Director, Analyst at Gartner focused on customer experience (CX) for IT leaders. Mr. Chiu researches on best practices, strategy, planning, management and measurement in terms of CX, and works with clients to identify and launch initiatives to enhance their CX. He also helps clients use management tools like customer journey maps, personas, voice-of-the-customer research, surveys and strategic plans to determine how their CX can generate higher satisfaction, loyalty and advocacy.

Previous experience

Prior to joining Gartner, Mr. Chiu started and ran a consulting firm centered on customer analytics and insights, market research surveys, and business planning. Previously, he held business operations and analysis roles at Yahoo!, News Corp., Capital One and AOL.

Professional background

EdgePeak Consulting

Founder and Managing Director

IGN Entertainment (News Corp.)

Vice President, Planning, Analysis and Finance

Yahoo!

Director, Business Operations

Areas of coverage

Customer Experience

CRM Strategy and Customer Experience

Education

M.B.A., University of California, Berkeley

B.A., Psychology and Managerial Studies, Rice University, Houston, Texas

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Top Issues That I Help Clients Address

1How to measure customer experience: Net Promoter Score (NPS), customer satisfaction score (CSAT), Customer Effort Score (CES)

2Creating and implementing a customer experience strategic plan

3Getting started with customer experience

4Customer journey maps and how to use them to improve customer experience

5Customer survey design, analysis and best practices

Latest research and insights