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Gartner Expert
Faith Adams
Sr Director Analyst
Senior Director, Analyst on the Gartner strategy and transformation research team, focusing on industries including government, healthcare (payer and provider) and life sciences. In this role, Faith supports CIOs and CXOs who seek to embrace strategies that drive citizen and consumer engagement, improve total experience and deliver tangible outcomes.
Her coverage is focused on how organizations can develop engagement and experience strategies that deliver results, human-centered design, customer journey and ecosystem mapping, experience orchestration, how to improve the employee experience to better serve consumers, developing a consumer-centric culture, and how technology supports transformation.
Previous experience
Before joining Gartner, Faith spent 15+ years in various facets of the healthcare industry having worked with providers, payers, and pharmaceutical and life science companies, developing and implementing strategies that drive consumer and patient engagement, improve total experience, and deliver business value. In addition, she spent just under 5 years as an industry analyst covering customer experience (CX) across all industries at Forrester Research, where she supported healthcare clients in achieving their transformation objectives.
In her time as a CX leader and practitioner, Faith developed and implemented impactful engagement and experience strategies that demonstrated ROI and business value.
Professional background
Lonza, Global Head of Customer Experience, 1 years
Forrester Research, Senior Analyst, Customer Experience, 5 years
John Hancock, Director, Customer and Wellness Experience, 2 years
Highmark, Consumer Experience, 2 years
Areas of coverage
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Enterprise Strategy
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AI Strategy and Business Transformation
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Health Ecosystem Technology Insights
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Customer Experience and Understanding
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Customer Experience and CRM Strategies
Education
B.A., Political Science - University of Pittsburgh
Customer Experience Certificate Program - George Washington University School of Business
Top Issues That I Help Clients Address
How can AI and other technologies improve citizen, consumer and patient engagement to improve trust, reduce costs and generate revenue
How to improve government and healthcare citizen, consumer, employee, and partner experiences with technology
Experience transformation for government, healthcare (payers and providers), and life science organizations
Citizen, consumer and patient engagement strategies and technologies
How to drive technology adoption to increase engagement and improve experience