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Gartner Expert
Christopher James Sladdin
Sr Principal Analyst
Christopher Sladdin is a Senior Principal, Analyst within the Customer Service & Support practice.
In his role, Mr. Sladdin works with Heads of Customer Service to develop strategies and execute on key initiatives consistent with the practices of leading Customer Service organizations. His research focus includes measuring and understanding the customer service experience (Metrics and Voice of the Customer), service and support channel strategies, low-effort customer experience design, and developing Value Enhancement strategies to drive customer loyalty through customer service interactions.
Previous experience
Before taking up his analyst role, Mr. Sladdin previously worked as a research advisor in Gartner's Customer Service and Support practice. Earlier in his career, he worked in Gartner's Consulting business, where he led engagements for Telco, Professional Services and Public Sector clients across the Digital CX, Market Analytics and Talent domains. Prior to joining Gartner, Mr. Sladdin worked for PwC as a public-sector IT transformation program manager and CRM specialist.
Professional background
Gartner,Senior Principal, Advisory - Customer Service & Support Research,1 years
Gartner,Senior Consultant,3 years
Areas of coverage
Service and Support Customer Experience and Analytics
Service and Support Channel Strategy and Execution
Education
MA (Hons), Business & Accounting, University of Edinburgh
Top Issues That I Help Clients Address
1How to improve Customer Loyalty through Customer Service, How to lower Customer Effort and increase Customer Satisfaction in Customer Service, How to measure and report the performance of a Customer Service function, B2B and B2C customer expectations of their Customer Service experience, How to deliver a digital-first Customer Service experience, and Channel Strategies