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Gartner Expert
Nadine LeBlanc
Sr Director Analyst
Nadine LeBlanc is a Senior Director Analyst in Gartner Business and Technology Insights helping IT Leaders and Tech Professionals with their Customer Experience (CX) and CRM key priorities. Mrs. LeBlanc specializes in supporting the customer journey and path to value with CRM technologies from roadmap to implementation for organizations of all sizes. Her research focuses on the future of CRM technologies, customer uses cases, customer data and complex/multi-vendor implementation best practices.
Previous experience
Mrs. LeBlanc has more than 25 years of experience in the IT industry, including 15 years of serving regulated industries such as Healthcare and Life Sciences. In 2026, she returned to Gartner after helping clients with complex CX/CRM implementation needs at Publicis Sapient, a global digital transformation and technology company. Prior to joining Publicis Sapient, she spent 5 years with Gartner researching CX, CRM and customer engagement strategies and technologies with publications such as the Magic Quadrant for CRM Customer Engagement Centers and the Market Guide for Digital Customer Service. She also held portfolio architecture and technical lead positions at Genentech/Roche Pharmaceuticals and helped clients with numerous consulting engagements delivering actionable business strategies, technical roadmaps and impactful implementations.
Professional background
Publicis Sapient, Solution Architect, 4 years
Gartner, Senior Director Analyst, 5 years
Genentech/Roche Pharmaceuticals, Technical Lead, Portfolio Architect, 5 years
Salesforce, Principal Consultant, Enterprise Services, 2 years
Deloitte, Whittman-Hart, Tier1 Innovation, Various Roles in CRM Implementation Consulting, 7 years
Education
M.Sc., Information Systems, University of Montreal (HEC), Canada
Top Issues That I Help Clients Address
How to develop a successful CRM vision and strategy.
How to future-proof your CRM roadmap for technology evolution.
How to balance CRM operational stability with technological innovation.
How to accelerate CRM implementation time to value.
How to evaluate vendors and technologies in CRM and CX.