... Executive Coach with the ICF (ACC) and uses his experience to help executives think differently and challenge their own assumptions about work. Rob co-presented with opening keynote at the IT Symposium Barcelona in November 2025. Rob brings over 23 years' experience to Gartner and has held senior IT leadership ...
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... is a Vice President Analyst in the Logistics, Customer Fulfillment and Network Design Team. Based in the EMEA region, he has more than 30 years of experience managing and executing regional and international supply chains and logistics functions. Over that period, he has worked in the service, manufacturing ...
... service metrics that matter most for driving customer loyalty, improving experiences and reducing cost to serve. As customer expectations evolve and organizations increasingly look to service teams to balance customer experience with operational efficiency, leaders are under pressure to revisit how they ...
... and hurting retention. This research shows how HR leaders can craft a return-to-office strategy that balances organizational objectives with employee buy-in. Gartner Recommended Reading Gartner Research ...
... Gartner Executive Partner Brian Ferreira With over 25 years of leadership experience across government, private, and not-for-profit sectors, Brian Ferreira is a seasoned executive specializing in digital transformation, governance, and strategic change. He has held CIO and board roles internationally ...
... limited IT budget increases for 2026 with aggressive investment in AI technologies — focusing on cost reduction, employee productivity, and customer experience improvements. Product leaders must align their insurance offerings to these priorities to capture CIO spending. Gartner Research ...
Analyst(s): James Ingham | Kimberly Harris-Ferrante
... Access Research Already a Gartner client? Organizations often experience unexpected spikes in inbound calls, which can cause longer wait times, agent overload and customer frustration. This research offers leaders solutions for proactively managing call surges and maintaining quality during peak periods ...
... digital friction that erodes workforce productivity. This research helps enterprise applications leaders justify a cross-functional digital employee experience management office to remediate these issues. Overview Introduction Analysis Gartner Recommended Reading Gartner Research ...
Analyst(s): Tori Paulman | Karl Rosander | Robin Milton-Schonemann | Dan Wilson
... Research Already a Gartner client? Organizations value experience over transactional performance from IT services to increase employee engagement and productivity, but struggle with misconceptions and differing structures when crafting experience-level agreements. This research gives heads of IT SPVM ...
Analyst(s): Karl Rosander | Matt Baldino | Mark Whitehouse | Tom Sieber