Christopher Sladdin
Senior principal analyst within Gartner’s Customer Service and Support Practice
Christopher Sladdin is a senior principal analyst within Gartner’s Customer Service and Support Practice. He works with heads of customer service to develop strategies and execute on key initiatives consistent with the practices of leading customer service organizations.
Articles by
Christopher Sladdin
Most metrics used today don't articulate departmental objectives and make it difficult to demonstrate functional value to stakeholders or make the case for investment.
Posted September 27, 2024
Here are a few steps for boosting customer loyalty through assisted and self-service channels backed by value enhancement strategies.
Posted May 17, 2024
Voice of the customer insights should benefit the entire organization, and here's how to leverage them for maximum impact.
Posted February 23, 2024
Service and support leaders should reframe their performance narratives around C-suite priorities and emphasize the importance of improving CX.
Posted January 31, 2024
Focusing on cost per contact alone is unlikely to drive improved operational excellence and cost optimization.
Posted November 16, 2023