Biographical Information

Uma Challa

senior director analyst, Gartner’s Customer Service and Support Practice

Uma Challa is a senior director analyst within Gartner’s Customer Service and Support Practice, covering digital customer service, CX and customer service and support strategy/leadership. Learn more about machine customers in the Gartner book, When Machines Become Customers.

Articles for Uma Challa

Prepare for Machine Customers’ Impact to Customer Service and Support

Customer service and support leaders must understand the impact of machine customers—virtual assistants, smart devices, and the like—to their business and establish a strategy to enable them in order to stay competitive.