Gartner Expert

Simon Bailey

Sr Director Analyst

Simon Bailey is a Senior Research Director in Gartner's Supply Chain team focusing on helping clients develop their strategy, their ecosystem partnerships, new direct to consumer and circular business models and the customer fulfillment capabilities and customer experience skills to thrive within digital businesses.

Mr Bailey also covers Customer Experience Journey Mapping, Metrics, and the application of some technologies such as Robotic Process Automation and Virtual Customer Assistants.

Previous experience

Prior to joining Gartner in 2016, Mr. Bailey was Head of Global Customer Service COE for Unilever leading the development of their customer service capability focusing on e-commerce, international retailers, order-to-cash and on-shelf availability. His career spans 25 years in many roles across the supply chain from manufacturing, ERP implementation projects, logistics and planning to customer-facing roles in the consumer product sector.

Professional background


Head of Global Customer Service COE


Customer Service Director UK&I


Other Operational Supply Chain Roles

Areas of coverage

Supply Chain Customer Fulfillment and Collaboration (retired)

Supply Chain Strategy, Leadership and Governance (retired)


Masters in Manufacturing Systems with Mechanical Engineering (M.Eng.), Bristol University, U.K.

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Top Issues That I Help Clients Address

1Developing a roadmap for future of customer fulfillment - supporting digital business, ecosystems and using AI, RPA, chatbots and self-service

2Best practices for joint value creation through collaboration between trading partners

3Developing customer experience (CX) maturity

4Building direct to consumer (D2C) strategies for consumer product companies

5Maturing metrics such as On Time in Full and Availability