Gartner Expert

Peter B Slease

VP, Team Manager

Peter Slease is a Vice President, Team Manager of the Customer Service & Support Leaders team at Gartner. Mr. Slease leads a team of Executive Advisors who partner with hundreds of senior executives and management teams around the globe on a wide variety of topics, including customer loyalty, multichannel strategy and execution, measuring customer service experience and talent management.

Since 2007, Mr. Slease has provided insightful guidance on customer contact and customer experience research that has been published in many forms. He is a principle contributor to The Effortless Experience (Penguin/Portfolio, 2013) and is a frequent speaker at industry conferences such as ICMI Contact Center Expo & Conference.

His diverse and extensive experience in the industry has been shared with leaders around the globe, and his close partnership with organizations has measurable impact on both the company and the customer service experience.

Previous experience

Before joining Gartner, Mr. Slease managed a customer service organization in the financial services industry for close to a decade, specializing in retail and commercial banking.

Professional background

Wilmington Trust Company

Assistant Vice President

Education

Masters in the Art of Teaching, University of Portland

Bachelor of Arts, University of Notre Dame

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Top Issues That I Help Clients Address

1Creating service organization strategy

2Setting and executing Talent strategy

3Measuring the customer service experience

4Creating service-to-sales strategy