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Gartner Expert
Brad Fager
Sr Director Analyst, Chief of Research
Brad Fager is Chief of Research for the Customer Service & Support Leaders practice group. He is responsible for research agenda planning and content production across five key initiatives focused on customer service and support technology, strategy, CX, and talent.
While Brad's career experience is all Gartner, he has developed many practitioner skills in managing surveys, namely customer surveys, for client organizations. In that capacity, he became an expert in collecting VoC, analyzing customer data, and designing optimal customer experiences.
As a content leader at Gartner, Brad has his hands in everything Gartner publishes for service and support leaders. Additionally, he partners with Gartner leaders across the enterprise to improve the client experience with our research and elevate the impact of its insight on all executive clients.
Previous experience
Brad is an experienced product manager and content leader. His experience is in the information services industry, specialized in functional areas of sales, marketing, communications, and customer service. His responsibilities have focused on developing and managing data assets, survey products, and research publications. He started his career at CEB, which was acquired by Gartner in 2017.
Professional background
Gartner, Senior Director, Research, 15 years
Areas of coverage
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Sales Operations and Enablement
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Service and Support Talent and Operations
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Service and Support Customer Experience and Analytics
Education
Master of Business Administration from Georgetown University McDonough School of Business
Bachelor of Arts from Bucknell University