Ed joined Salesforce in August 2022 from Gartner the research and advisory company. He was an analyst there for over 27 years. His research focus was on CRM and Customer Experience Management. He wrote over 660 research papers and delivered over 200 different presentations. He answered inquiry questions on the phone or video calls from over 500 clients per year and met another 200 face to face. He spent his time helping IT, customer experience, customer service, sales, analytics and marketing leaders trying to define a vision, create a strategy, select technology and solve problems with implementations.