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Gartner Expert
Lauren Villeneuve
Sr Director, Advisory
Lauren Villeneuve is a Sr. Director, Advisory within Gartner for Customer Service and Support Leaders. In this role, Ms. Villeneuve is responsible for supporting and partnering with senior executives at member organizations to identify and apply insights to their most critical challenges. She provides advice for executives across a number of decision areas, including: strategy, planning, talent management, issue resolution, loyalty, channel management and measurement. She joined Gartner in 2017 after spending 10 years in developing and consulting on marketing and communications strategies for nonprofit organizations, corporate conglomerates, government agencies and associations. She earned both her B.A. in Mass Communications and M.S. in Integrated Marketing Communications from Florida State University.
Previous experience
For almost 20 years, Ms. Villeneuve has been a Strategic Thought Leader for government agencies, private companies and nonprofit organizations. Throughout her career, she has always been fascinated by the strategy behind successful products, companies and brands. Using research to develop solid recommendations, she continuously strives to push herself and her clients further to ensure their strategies are effectively impacting the overall goals and priorities. She's passionate about creating solutions that drive measurable engagement and impact. Also, within her almost 20 years of work experience, she has also become a passionate advocate, collaborator and leader within her companies.
Professional background
Booz Allen Hamilton, Consultant, 1 years
CHIEF, Associate Director, 3 years
Wounded Warrior Project, Engagement Specialist, 4 years
Areas of coverage
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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 Assisted Service
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Service and Support Self-Service
Education
M.A., Integrated Marketing Communication, Florida State University
B.A., Mass Communication, Florida State University
Top Issues That I Help Clients Address
How can we transform service from a cost center to a profit center? #ValueEnhancement
How do we build a value enhancement strategy for our organization? #ValueEnhancement
How do we optimize our channels for a digital-first strategy? #Digital #ChannelStrategy
How can we create a thoughtful channel strategy aligned to certain issues? #ChannelStrategy
How do we increase customer adoption of digital and self-service channels? #Digital #ChannelStrategy