Ed Thompson

Ed Thompson

Vice President and Distinguished Analyst

Edmund (Ed) Thompson is a VP and Distinguished Analyst in Gartner Research. His research focuses on CRM, and he is the research leader for the Customer Experience Management and CRM Strategy and Execution topics. He researches customer experience, CRM strategy, CRM implementation and CRM service providers and more generally covers CRM in Europe.

Prior to joining Gartner, he was a consultant at INTECO, where he worked in strategy consultancy and market research. Previously, Mr. Thompson worked at Software Sciences/Data Sciences, an independent software vendor and system integrator based in the United Kingdom.

Years of Experience:

  • 22 years in total with Gartner
  • 29 years in IT industry
  • 9 years in Services industry
  • 6 years in Banking, Finance and Insurance industry

Top 5 Issues I Help Clients Address:

  • Customer Experience Management strategy
  • Customer Experience Management implementation
  • CRM project implementation
  • CRM strategy
  • CRM vendor selection

Roles That Need My Research:

  • VP customer experience
  • CRM project manager
  • CRM sponsor
  • Sales operations
  • Marketing operations
  • Customer service director
  • IT CRM project manager

Top Key Initiatives I Cover:

  • Customer Relationship Management and Customer Experience
  • Customer Experience

Common Inquiries I Address:

  • How to start a customer experience initiative
  • Customer experience metrics
  • Best practices in customer experience
  • How to select a CRM vendor
  • What pitfalls to address in implementing CRM
  • How to measure the benefits and costs of CRM
Sunday, December 3, 2017 / 4:30 PM - 4:50 PM

CX Boot Camp — Seven Types of Customer Experience Projects

For five years, Gartner asked organizations what they were doing to improve the customer experience, which resulted in a list of over 650 projects. We categorized them into 54 common themes and then put them into 7 types to simplify the options open to organizations. This session explains the 7 types, which are the types that organizations tend to focus on first, which are most difficult and which will likely prove differentiators in the long term. Please plan to join your fellow attendees for a Customer Experience Welcome Reception in Milano III at 5:30pm, immediately following the conclusion of the CX Boot Camp series.

Monday, December 4, 2017 / 10:30 AM - 11:15 AM

Customer Experience Strategy: Roadmap to Differentiation

A superior customer experience is one of the few remaining means of sustainable competitive differentiation as the effects of globalization take their toll. Face-to-face and voice interactions with customers are being steadily replaced by digital channels and so the role of IT is becoming increasingly important. This session lays out a strategy roadmap based on best practices to help you face the challenge.

Tuesday, December 5, 2017 / 2:45 PM - 3:30 PM

Maverick: The Disappearing Customer

For years, organizations have focused on personalization, understanding the customer journey and anticipating customer needs as a way of attracting prospects and retaining customers; however, we propose that it’s time for customer backlash. Not only are civil organizations stepping in to support this, but customers are taking social media vacations and relocating to messaging apps just to get away from the watchful eyes of companies and governments.

Meet the analysts face to face.

Gartner Application Strategies & Solutions Summit 2017
Caesars Palace, 3570 Las Vegas Blvd. South, Las Vegas, NV-89109
Starting on
December 4, 2017
Ending on
December 6, 2017
Tap the full potential of new and emerging technologies to enhance customer experiences, drive agility and enable innovation across the enterprise. Build an applications organization with the flexibility to support today’s digital business demands. Empower your entire enterprise to address digital business opportunities and use leading technologies to create and deploy business critical solutions.