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Gartner Expert
Daniel O'Sullivan
Director Analyst, KI Leader
Daniel O'Sullivan is a Director, Analyst within Gartner's global Customer Service and Support research group. Dan supports Customer Experience and Service leaders in the areas of CX, service and support with a particular focus on how data and analytics can be developed to measure and improve customer service and experience strategy.
Previous experience
Dan has close to a decade's worth of experience leading Customer Experience and Service teams within organizations of all sizes. In 2016 Dan founded his own AI fintech start-up Brevis, developing the product and growing their customer base before selling the business to MindBridge Analytics in 2019.
At MindBridge Dan worked as a Director of Customer Experience, developing their Customer Success strategy in Europe and Australia before taking over to lead their service and knowledge teams working alongside big four clients to deploy global service and support operations.
Customer data strategy has been a key area of focus for Dan throughout his career. At MindBridge Dan led their data governance and business intelligence groups, developing a team of analysts focused on using customer data to improve service strategy and performance. In particular how data and analytics can be utilized to identify and measure customer journeys and behavior leading to the development of proactive service and success strategies and better multi-channel customer experiences.
In addition to his experience with data and analytics, Dan has a strong passion for customer education and knowledge - with a focus on how to improve service and reduce cost through the deployment of high quality self-service educational resources.
Prior to starting his own business Dan began his career working as a Supply Chain analyst at Philips, before going on to lead their UK and Ireland Customer Service teams.
Professional background
MindBridge Analytics,Director, Customer Experience,3 years
Brevis,Co-Founder, COO,3 years
Areas of coverage
Service and Support Customer Experience and Analytics
Service and Support Channel Strategy and Execution
Education
M.A., History, University of Southampton, B.A., History, University of Southampton
Top Issues That I Help Clients Address
1How do I turn available data into valuable insight to improve my customer service and success performance?, How do I develop a data first culture and organization, where good governance and strong analytics capabilities drive decision making?, How do I mature my customer analytics strategy?, What key operational metrics should I be measuring (self-service, success, support)?, How do I develop a customer education and knowledge strategy that will improve self-service engagement and reduce costs?