Research
2019 Customer Experience Management Study
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Experts
Simon J. Yates
Managing Vice President
Simon Yates is a Managing Vice President on the Gartner for Marketing Leaders team. His research coverage focuses on customer experience, with an emphasis on organizational design and strategy. He manages the Marketing Operations research team, which incorporates analytics, marketing management and customer experience.
Roles and responsibility
CMO and marketing leaders
Previous experience
At 451, Mr. Yates was responsible for the design and growth of a new enterprise IT research and consulting service offering. At Forrester, he served CIO clients in mobile strategy and also ran the CIO Group Leadership Board peer networking business. Prior, he ran large IT research teams, led large client events in Europe and was a frequent keynote speaker at industry events.
Professional background
451 Research
Vice President, Enterprise Strategy
Forrester Research
Vice President and Principal Analyst
McGraw-Hill Professional Technical Publishing Grp.
Senior Acquisitions Editor
Areas of coverage
Customer Experience Design and Execution
Marketing Organization and Operations
Marketing Leadership and Organizational Effectiveness for CMOs (retired)
Customer Experience Leadership and Execution for CMOs (retired)
Leading and Supporting Digital Innovation for CMOs (retired)
Education
B.A., English/Political Science, University of Rhode Island
Top Issues That I Help Clients Address
1Understanding organizational structures to enable high-performance marketing in a digitally led world
2Assembling the right combination of in-house and outsourced marketing resources to control costs and accelerate innovative thinking
3Leveraging a hierarchy of marketing metrics for near- and long-term strategic planning
4Designing and implementing cross-functional customer experience teams
5Strategic planning and budgeting for marketing leadership