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Gartner Expert
Lauren Villeneuve
Sr Director Analyst
Lauren Villeneuve is a Sr. Director, Analyst within Gartner's Customer Service & Support practice, where she advises senior executives on improving customer and business outcomes through customer experience strategy, customer understanding, customer journey management, and service transformation. Her work helps organizations leverage customer insights and analytics, orchestrate seamless customer journeys, establish meaningful CX metrics, and evolve contact centers into strategic value delivery functions. She also advises on organizational design, governance, and change management practices that enable successful customer-centric transformation.
Previous experience
For almost 20 years, Ms. Villeneuve has been a Strategic Thought Leader for government agencies, private companies and nonprofit organizations. Throughout her career, she has always been fascinated by the strategy behind successful products, companies and brands. Using research to develop solid recommendations, she continuously strives to push herself and her clients further to ensure their strategies are effectively impacting the overall goals and priorities. She's passionate about creating solutions that drive measurable engagement and impact. Also, within her almost 20 years of work experience, she has also become a passionate advocate, collaborator and leader within her companies.
Professional background
Booz Allen Hamilton, Consultant, 1 years
Wounded Warrior Project, Engagement Specialist, 4 years
CHIEF, Associate Director, 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
M.A., Integrated Marketing Communication, Florida State University
B.A., Mass Communication, Florida State University
Top Issues That I Help Clients Address
How to better understand, measure, and orchestrate customer journeys across channels to reduce friction, eliminate unnecessary demand, and improve customer outcomes?
How to create a CX strategy and measurement framework that demonstrates business value while improving customer and business outcomes?
How to leverage customer data, Voice of the Customer insights, and analytics to better understand customer needs and drive proactive decision-making?
How to transform our contact center from a cost center into a strategic value delivery function that strengthens customer experience and contributes measurable business outcomes?
How to organize, govern, and lead change across the enterprise to successfully implement customer-centric transformation and sustain adoption at scale?