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Gartner Expert
Kathy Ross
Sr Director Analyst
Kathy Ross is a Senior Director Analyst at Gartner, supporting Customer Service & Support Business Leaders. Mrs. Ross's primary focus is on Channel Strategy Design & Effectiveness, and Talent & Operations Management with a focus on technology enablement. She advises primarily end user organizations, but also technology and services providers on adoption, technology trends and the business value of technology.
Previous experience
Mrs. Ross brings over 25+ years of experience in Customer Service and Customer Experience with concentration on strategy, operations, technology, and process. Most recently, Kathy served as Senior Director of Customer Experience for Communication, Media & Entertainment for the Americas at Infosys where she advised clients on strategy, technology and resource solutions to transform their business. She previously served as the Associate Director of Desktop Strategy and Innovation for Verizon, where she oversaw a large team of digital & service transformation managers focused on driving customer experience while optimizing business expense across assisted and self-serve channels.
Professional background
Infosys, Senior Director - Customer Experience for the Americas, 2 years
Verizon, Associate Director, 20 years
Areas of coverage
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Service and Support Strategy and Leadership
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Service and Support Talent and Operations
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Service and Support Customer Experience and Analytics
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Service and Support Channel Strategy and Execution
Top Issues That I Help Clients Address
Channel Strategy & Execution
Talent Management & Operations
AI, Automation and Analytics use case support
Assisted Service Technology Enablement
Contact Volume Reduction