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Gartner Expert
Christopher Sladdin
Director Analyst
Christopher Sladdin is a Director Analyst focused on Customer Experience. His research focuses on:
1. Embedding a customer journey management discipline to drive low-effort, loyalty-enhancing and cost-effective CX. He also leads Gartner's coverage of Customer Journey Analytics & Orchestration technologies.
2. Designing actionable Voice of the Customer insight programs.
3. Measuring the performance of customer service and support and CX initiatives.
4. Designing effective channel strategies.
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, CX & Digital Consultant, 3 years
PwC, CX & Digital Consultant, 3 years
Areas of coverage
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Customer Experience
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Service and Support Strategy and Leadership
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Service and Support Customer Experience and Analytics
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Service and Support Self-Service
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?