John Quaglietta
Senior director analyst in the Customer Service and Support practice at Gartner
John Quaglietta is a senior director analyst in the Customer Service and Support practice at Gartner, with more than 25 years of experience in sales, customer service and support, consulting, and customer success.
Articles by
John Quaglietta
In 2024, organizations must adopt sustained, dynamic, and proactive engagement throughout the customer lifecycle.
Posted March 22, 2024
Customer success managers are responsible for driving revenue and growth and helping customers realize value. Here's a framework for meeting those objectives.
Posted April 28, 2023
New metrics are needed to ensure customer service operations deliver value to customers and the business.
Posted July 28, 2022
Companies need to adjust their strategies for customer self-service amid the continuing crisis and beyond.
Posted August 06, 2020
Customer service leaders must prioritize employee health and safety as plans are made to re-open offices.
Posted June 25, 2020