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

Principal Consultant - Enterprise Services

Tier1 Innovation

Senior Consulting Manager - CRM

Areas of coverage

CRM Strategy and Customer Experience

Customer Service and Support Technology


M.Sc., Information Systems, University of Montreal (HEC), Canada

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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