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Gartner Analyst
Peter B Slease
Managing Vice President
Peter Slease is a Managing Vice President, in the Supply Chain and Procurement Group. Mr. Slease leads a team of Analysts who partner with CPOs and IT Sourcing, Procurement and Vendor Management professionals around the globe on a wide variety of topics, including helping clients source implementations, transformation or outsourcing IT services.
Prior to joining SPVM, Mr. Slease led a team of experts in the Customer Service and Support practice and 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, 9 years
Education
Masters in the Art of Teaching, University of Portland
Bachelor of Arts, University of Notre Dame
Top Issues That I Help Clients Address
Creating service organization strategy
Setting and executing Talent strategy
Measuring the customer service experience
Creating service-to-sales strategy