Jonathan Schmidt
Senior principal analyst within Gartner’s Customer Service and Support Practice
Jonathan Schmidt is a senior principal analyst within Gartner’s Customer Service and Support Practice. In this role, he is responsible for supporting and partnering with senior executives at member organizations to identify and apply insights to their most critical challenges.
Articles by
Jonathan Schmidt
Here's how to evolve your quality assurance program to prioritize capturing voice of the customer and customer experience insights.
Posted July 25, 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
Customer service employee and supervisor coaching processes have to transition from reactive to proactive.
Posted April 18, 2024
Service leaders must focus their talent strategy on identifying and hiring reps who demonstrate traits that improve their ability to deliver low-effort resolution.
Posted August 11, 2023