- Gartner client? Log in for personalized search results.
Gartner Expert
Christopher Sladdin
Sr Principal Analyst
Christopher Sladdin is a Senior Principal, Advisory within the Customer Service & Support practice.
In his role, Mr. Sladdin works with Heads of Customer Service to develop strategies and execute on key initiatives consistent with the practices of leading Customer Service organizations. His areas of expertise include measuring and understanding the customer service experience (Metrics and Voice of the Customer), service and support channel strategies, low-effort customer experience design, and developing Value Enhancement strategies to drive customer loyalty through customer service interactions.
Previous experience
Mr. Sladdin previously worked in Gartner's Consulting business, where he led engagements for Telco, Professional Services and Public Sector clients across the Digital CX, Market Analytics and Talent domains. Prior to joining Gartner, Mr. Sladdin worked for PwC as a public-sector IT transformation program manager and CRM specialist.
Professional background
Gartner
Senior Consultant
PwC
Senior Associate, Consulting
Areas of coverage
Service and Support Customer Experience and Analytics
Service and Support Channel Strategy and Execution
Education
MA (Hons), Business & Accounting, University of Edinburgh
Top Issues That I Help Clients Address
1How to improve Customer Loyalty through Customer Service
2How to lower Customer Effort and increase Customer Satisfaction in Customer Service
3How to measure and report the performance of a Customer Service function
4B2B and B2C customer expectations of their Customer Service experience
5How to deliver a digital-first Customer Service experience, and Channel Strategies