Personal Information

About Nicole France

Nicole France is Vice President and Principal Analyst at Constellation focusing customer experience as an enterprise-wide team sport. Her research examines the interrelationship between sales, marketing, service, and customer engagement—and how to make it work effectively. She focuses on the migration path from traditional CRM to next-generation customer experience strategies. Her work helps both enterprises and vendors to get the most from their investments.

France evaluates the tools as well as the principles and practices that generate the best results in the real world. She considers the customer relationship lifecycle to be one of the most critical aspects of digital transformation for any business. It’s also one that can easily go awry. Success requires a clear focus on the objectives as well as a thorough understanding of how technology tools help to achieve them—and where they can’t.

With over twenty years of experience as both technology analyst and practitioner, she has a unique perspective on both the trends and the practicalities of effective customer engagement. Throughout her career, she has focused on successfully adopting technology capabilities and the transformative impact they have for customers.


Professional Background:

  • Executive thought leadership, Cisco, 3 years
  • Technology marketing best practices, ITSMA, 2 years
  • Strategy, technology capability, and industry marketer, Fujitsu, Equinix, 8 years
  • Industry analyst, Gartner, 9 years



  • Bachelor of Arts, Political Economy, University of California, Berkeley