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Gartner Expert
Kim Hedlin
Director, Research
Kim Hedlin is a Director, Research in Gartner's Customer Service and Support practice. She researches the way that service and support organizations improve their operational efficiency and deliver value to customers with the help of technology. She is particularly interested in knowledge management, including how people create, organize, and disseminate information in the age of AI.
Previous experience
Prior to joining Gartner's Customer Service and Support team, Kim worked as an analyst at the Gartner Research Board, where she researched how XXL organizations use digital technology to gain a competitive advantage. Prior to her work at Gartner, Kim earned her PhD in the Humanities at UCLA and completed a postdoctoral fellowship through the National Endowment for the Humanities and Andrew W. Mellon Foundation.
Areas of coverage
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Service and Support Strategy and Leadership
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Service and Support Self-Service
Education
PhD, University of California, Los Angeles
MA, University of California, Los Angeles
BA, Augustana College, Rock Island, IL
Top Issues That I Help Clients Address
Optimizing knowledge management with AI
Assessing/improving knowledge management maturity
Evaluating knowledge management effectiveness
Instituting knowledge management culture
Defining knowledge management roles and responsibilities