- Gartner client? Log in for personalized search results.
Gartner Expert
Christopher Sladdin
Sr Director Analyst
Christopher Sladdin is a Senior Director Analyst focused on Customer Experience Management. His research focuses on customer journey management, channel strategy, and voice of customer program design. He also researches customer service and support metrics and value storytelling. Christopher is a Gartner keynote speaker, and often presents on CX at Gartner's Customer Service and Marketing conferences. He leads Gartner's market coverage of Customer Journey Analytics & Orchestration technologies.
Previous experience
Before taking up his analyst role, Mr. Sladdin held other roles within Gartner's Research and Consulting divisions, and at PwC, where he supported clients to design CX and Digital strategies, and implement various CRM technologies.
Professional background
Gartner, Customer Experience & Digital Consultant, 3 years
PwC, Customer Experience & Digital Consultant, 3 years
Areas of coverage
-
Service and Support Strategy and Leadership
-
Customer Experience and Understanding
-
Service and Support Customer Experience
-
Service and Support Assisted and Self-Service Delivery
Education
MA (Hons), Business & Accounting, University of Edinburgh
Top Issues That I Help Clients Address
What metrics should I use to measure performance, and communicate the value of the Customer Service function?
How can we improve Customer Loyalty through CX and Service?
How can we design low-effort Customer Experiences across self- and assisted-service channels?
How can we use Data & Analytics and Voice of the Customer to improve CX?
How can we build a Customer Journey Management discipline?