Van advises CIOs and senior banking executives on emerging technology and innovation decisions that drive higher performance. Her insights in areas such as KPIs for AI, customer expectations for banking experiences, channel strategies, IT-business alignment, and implementation of sales tools all align with banks’ growth, efficiency, and risk mitigation priorities.
Van’s research on the impact of AI and emerging technologies in financial services advises CIOs to prioritize scalable data and analytics foundations, rationalize vendor ecosystems, and invest in talent models that support agile, product-driven innovation. Similarly, business executives have to align digital transformation initiatives with evolving customer expectations, ensuring that personalization, accessibility, and trust are embedded into the end-to-end banking experience.
Van also tracks customer preferences and trends, where proprietary Gartner surveys reveal a growing demand for hyper-personalized digital interactions, seamless omnichannel experiences, and increased transparency in how customer data is used—insights that enable banks to anticipate shifts in digital banking expectations and proactively adapt their strategies.
Prior to joining Gartner, Van developed a strong foundation in research and data analysis through roles at academic and nonprofit organizations. Van’s experience spans qualitative and quantitative research, participant outreach, and educational program development. With a background in public health and English from Johns Hopkins University, Van brings a multidisciplinary perspective to understanding societal trends, organizational change, and the adoption of innovative solutions.