Gartner Expert

Jonathan Schmidt is a Sr. Principal, Analyst within Gartner for Customer Service and Support Leaders. In this role, Mr. Schmidt is responsible for supporting and partnering with senior executives at member organizations to identify and apply insights to their most critical challenges. He provides advice and develops content for executives in talent management to help them achieve their business objectives. He joined Gartner in 2012 after spending 5 years in consulting and operations for organizations across a variety of industries including supply chain/logistics, retail, and hospitality. He earned both his B.A. in Criminology/Law and M.S. in Business Administration/Management from the University of Florida.

For over 10 years, Mr. Schmidt has supported clients and served in leadership roles focused on driving client outcomes in organizations across the retail, hospitality, logistics, and professional services industries. Throughout his career, Mr. Schmidt has always been fascinated with developing and implementing strategies to enhance organizational efficiencies, including talent hiring/development/retention, operations, and client experience efforts. Using research to develop solid recommendations, he continuously strives to push himself and his clients further to ensure their strategies are effectively impacting the overall goals and priorities. He's passionate about creating solutions that drive measurable engagement and impact. Within his 12 years of B2B and B2C operations and customer delivery experience, Mr. Schmidt spent over 9 years supporting customers across multiple industries while leading, scaling, developing teams and managing change in a high-growth B2B customer success organization. He also become a passionate advocate, collaborator and leader within the businesses he has supported throughout his career.

Previous experience