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Gartner Expert
Jason Barberio
Sr Principal, Advisory
Jason Barberio is a Senior Principal Advisor with Gartner's Customer Contact Leadership Council and Gartner for Customer Service and Support Leaders.
In his role, Mr. Barberio works with heads of Customer Service to develop strategies and execute on key initiatives consistent with the practices of leading Customer Service organizations.
He facilitates and leads research discussions with major stakeholders to match best-practice insights with member challenges and needs. His areas of expertise include hiring, managing and developing frontline talent for the customer service organization, measuring and understanding the customer service experience through Voice of the Customer, driving customer loyalty and retention through effort reduction and value enhancement, and change storytelling for managing change in a service organization.
Previous experience
Prior to his role in advisory, Mr. Barberio worked in various customer service organisations including 6 years with Gartner as a Leadership/Team Client Manager supporting IT executives. He also worked with Walt Disney World as the VIP coordinator and sales associate for the runDisney product.
Professional background
Gartner
Team Client Manager
Gartner
Leadership Client Manager
Walt Disney World
VIP Coordinator/Sales
Areas of coverage
Service and Support Talent and Operations
Service and Support Customer Experience and Analytics
Service and Support Channel Strategy and Execution
Education
Master of Business Administration, Rollins Crummer Graduate School of Business
Bachelor of Business Administration, Loyola University New Orleans, Summa Cum Laude
Top Issues That I Help Clients Address
1Customer Service Talent Management- Hiring (Job Descriptions, Personality Based Hiring), Retention and Employee Engagement as well as measurement strategies to drive performance and coach to develop
2Customer Experience & Analytics strategy including CX Measurements & Survey Design
3Legacy CEB Customer Contact Leadership Council (Coverage of all KIs as part of legacy product)
4Change Storytelling and Getting buy-in for change initiatives especially in the Customer Service function
5Customer Service Strategy & Operations