As Gartner’s lead analyst for Voice of the Customer and Workforce Optimization (now Workforce Engagement Management), Jim Davies advised thousands of global clients for over 2 decades. Now as CXO at Calabrio, Jim is back to his scientist roots to launch The CX Lab. From research and theories to tried and tested formulas to third-party examinations, all things customer experience (CX) will go under the microscope to help you regret less and achieve more in your customer and agent experiences.
As Gartner’s lead analyst for Voice of the Customer and Workforce Optimization (now Workforce Engagement Management), Jim Davies advised thousands of global clients for over 2 decades. Now as CXO at Calabrio, Jim is back to his scientist roots to launch The CX Lab. From research and theories to tried and tested formulas to third-party examinations, all things customer experience (CX) will go under the microscope to help you regret less and achieve more in your customer and agent experiences.
Distilled Insights
Discover theories and observations on the state of customer and agent experiences today, and where they need to progress.
Catalysts for Success
Learn tried-and-tested solutions and best practices to put your contact center in its element.
Knowledge Osmosis
Watch interviews with other subject matter experts to gain their wisdom and predictions, from the nucleus of agent engagement to the formula for brand guardianship.
Guest Lectures
Dive into roundtables, interviews, articles, and more. You’ll see Jim out in the field, spreading insights and advice in other forums.
Looking for topics to go under the microscope?
About Jim Davies
Jim Davies, Chief Experience Officer, oversees Calabrio’s customer experience programs. Jim joined Calabrio with nearly 25 years of experience as a Gartner analyst researching Customer Relationship Management (CRM), Customer Experience (CX), and Customer Service. Through this experience, Jim defined and nurtured both the Workforce Engagement Management (WEM) and Voice of the Customer (VoC) markets, and provided strategic advice to executives, investment firms, and technology vendors around the world. Jim’s expertise is in building close connections with organizations and helping them set up and run CX programs that encompass experience design, holistic customer understanding, and systemic improvement. Prior to joining Calabrio, Jim was Vice President of Research with Gartner, a leading research and consultancy firm. He holds a joint honors undergraduate degree in Mathematics and Chemistry from the University of East Anglia, UK.
About Jim Davies
Jim Davies, Chief Experience Officer, oversees Calabrio’s customer experience programs. Jim joined Calabrio with nearly 25 years of experience as a Gartner analyst researching Customer Relationship Management (CRM), Customer Experience (CX), and Customer Service. Through this experience, Jim defined and nurtured both the Workforce Engagement Management (WEM) and Voice of the Customer (VoC) markets, and provided strategic advice to executives, investment firms, and technology vendors around the world. Jim’s expertise is in building close connections with organizations and helping them set up and run CX programs that encompass experience design, holistic customer understanding, and systemic improvement. Prior to joining Calabrio, Jim was Vice President of Research with Gartner, a leading research and consultancy firm. He holds a joint honors undergraduate degree in Mathematics and Chemistry from the University of East Anglia, UK.
