Gartner Expert

Wynn White

Sr Director Analyst

Wynn White is a Senior Director Analyst in Gartner Research for the Customer Service and Support team, in the ITLTP Applications Group. Her research focus is on customer support technologies and the value they add to the overall customer experience. Her key areas of specialty are customer engagement centers, contact center support technologies, and customer experience management. Ms. White writes for and advises end-user clients on customer service/support technological and operational strategies.

Ms. White has over 25 years of leadership experience in customer service, contact centers, and customer experience. Prior to joining Gartner, Ms. White worked as a Customer Experience Senior Director in the furniture industry and held various previous leadership positions in customer care departments within the telecommunications, retail, and home improvement industries.

Previous experience

Operational, performance management, & people leadership, 25 years

Qualtrics XM strategy & system administrator, 3 years

Calabrio/Teleopti Workforce Management & Quality Assurance expert, 4 years

Salesforce project implementation, 2 years

Zendesk system administrator, 1 year

Professional background

Mitchell Gold + Bob Williams

Senior Director, Customer Care

Broad River Retail dba Ashley Homestore

Senior Director, Customer Experience


Staff Manager, Customer Care & Support

Areas of coverage

CRM Strategy and Customer Experience

Customer Service and Support Technology

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Top Issues That I Help Clients Address

1Customer Engagement Centers / CRMs

2Customer Service technical architecture strategy

3Utilizing technologies to improve the customer experience and contact center performance

4Contact Center strategies and operational best practices

5CSS tech project planning and post-implementation preparation