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.