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Gartner Expert
Tiffany Fountain
Practice Vice President
Tiffany Fountain leads the customer service and support research program for Gartner. In this role, she oversees research, diagnostics and quantitative analytics that supports customer service and support leaders.
Prior to her role in customer service and support, Ms. Fountain spent three years managing research agendas and leading research teams to support recruiting leaders and staff. Her research covered topics related to labor market competition, recruiting functional management, recruiter performance, employment branding and sourcing.
For ten years, Ms. Fountain also led research teams and supported numerous research studies in the HR practice, specifically supporting Chief Human Resources Officers and their teams. In her former role in HR, her work focused on topics such as employee engagement and retention, employee performance management, succession management, leadership development, career management, organizational change management and HR metrics and analytics.
Previous experience
Ms. Fountain has over a decade of experience advising HR executives and their staff. While at CEB, she has led research teams to identify and develop best practices in performance management, succession planning, leadership development, organizational design, employee engagement, career management, employment value proposition design and recruiting team performance.
Professional background
Center for the Study of the Presidency & Congress, Research Analyst, 1 years
Education
Master of Business Administration from The Wharton School of the University of Pennsylvania
Bachelor of Arts in Political Science from The George Washington University
Top Issues That I Help Clients Address
Customer service & support strategy and management
HR strategy and management
Talent acquisition and recruiting management
Employee performance and retention management