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Gartner Expert
Nadine LeBlanc
Sr Director Analyst
Nadine LeBlanc is a Senior Director Analyst in Gartner Research and Advisory. Her research focuses on customer experience (CX) and customer engagement strategies and technologies including customer service and support (CSS). She specializes in supporting the journey to enterprisewide CRM from roadmap to implementation for organizations of all sizes. She also explores the use of blockchain for customer applications as a member of Gartner's blockchain Center of Excellence. Mrs. LeBlanc is author of the Magic Quadrant for CRM Customer Engagement Centers and the Market Guide for Digital Customer Service.
Previous experience
Mrs. LeBlanc has more than 20 years of experience in the IT industry including 10 years serving the healthcare industry delivering actionable business strategies, technical roadmaps and impactful implementations. Prior to joining Gartner, she held portfolio architecture, technical lead and engineering positions at Ventana Medical Systems and Genentech. She also served as a CRM consultant leading several enterprise implementations and deployments for multiple industries.
Professional background
Genentech member of Roche Pharmaceuticals
Portfolio Architect and Technical Lead
Salesforce.com
Principal Consultant - Enterprise Services
Tier1 Innovation
Senior Consulting Manager - CRM
Areas of coverage
CRM Strategy and Customer Experience
Customer Service and Support Technology
Education
M.Sc., Information Systems, University of Montreal (HEC), Canada
Top Issues That I Help Clients Address
1How to develop a successful CRM vision and strategy
2How to best select CRM vendors and technologies for customer service
3How to accelerate time to value of your CRM implementation
4How will the customer service technology market evolve
5How to address unique challenges of midsize enterprises including nonprofit organizations