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Gartner Expert
Christopher Sladdin
Sr Director Analyst
Christopher Sladdin is a Senior Director Analyst in Gartner's Customer Service and Support practice. His research focuses on helping organizations design, measure, and optimize customer experiences that drive business outcomes.
His work spans two interconnected domains: customer service measurement and customer journey management. He advises leaders on metrics and measurement frameworks that assess service performance, quantify customer outcomes, and demonstrate business value. He also leads Gartner's market coverage of Customer Journey Analytics and Orchestration (CJA/O) and Customer Journey Mapping technologies, helping organizations connect journey design, insight, and execution. Beyond his published research, Christopher advises clients on customer experience strategy development and execution.
A Gartner keynote speaker and conference presenter, Christopher regularly shares research and best practices with senior executives at Gartner Customer Service & Support and Marketing conferences around the world.
Previous experience
Before taking up his analyst role, Mr. Sladdin held other roles within Gartner's Research and Consulting divisions, and at PwC, where he supported clients to design CX and Digital strategies, and implement various CRM technologies.
Professional background
Gartner, Customer Experience & Digital Consultant, 3 years
PwC, Customer Experience & Digital Consultant, 3 years
Areas of coverage
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Service and Support Strategy and Leadership
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Service and Support Customer Experience
Education
MA (Hons), Business & Accounting, University of Edinburgh
Top Issues That I Help Clients Address
How should we measure customer service performance in an AI-enabled world?
Which customer experience and service metrics matter most, and how should we use them?
How can we prove the business value of customer experience and service investments?
How do we build and operationalize a customer journey management capability?
What technologies do we need to understand, analyze, and orchestrate customer journeys?