Ian Elliott
Director, analyst for the Customer Service and Support team at Gartner
Ian Elliott is a director, analyst for the Customer Service and Support team at Gartner. He advises senior executives on how to optimize self-service and assisted service improvements for interactive voice response, conversational artificial intelligence, and natural language understanding applications, contact centers, voicebots, chatbots, and digital channels.
Elliott has more than 18 years of experience at companies like Genesys, Rogers Communications, and ClickFox, helping B2B and B2C organizations analyze, design, and execute on multichannel customer service strategies that drive efficient cost-to-serve resolutions across the customer journey.
Articles by
Ian Elliott
Why AI demands a new era of customer transparency
Posted June 26, 2026