Jim Davies

Member Since: 19th Jan 2023
Blogger
Jim Davies served as Vice President of research at Gartner for over 20 years. During his tenure, he advised thousands of organisations across the globe on how to best adopt CX, WFO, and WEM strategies and technologies. He was especially well-known for helping brands initiate successful VoC programmes, both to collect the right data and build strong VoC data-driven activations to enact real change across the organisation. Davies was instrumental in creating Gartner Magic Quadrants for Customer Relationship Management (CRM), VoC and WEM (previously WFO), which are relied on today as the gold standard for understanding and evaluating the vendor landscape.
Chief Experience Officer Calabrio
30th May 2023
Managing the hand-over from bot to agent is like taking part in a relay race. Here are 3 winning strategies for a seamless customer...
Blog
16th Mar 2023
There is an infinite amount of data in contact centres but what does it really tell us? I believe that educated insights are better than...
Blog
7th Feb 2023
Customers are like elephants; they have amazing memories. This means they will never forget a truly wonderful or absolutely horrible...
Blog
23rd Jan 2023
Are Contact Centres Missing Out on Tasty Customer Data? Contact centres are giant candy stores full of rich, tempting data but how do you...
Blog