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Customer Experience & Customer Contact

Moving Toward a Technology-Enabled, Omni-Channel World

New technology platforms will be essential to meeting the communication needs of tomorrow’s consumer. Frost & Sullivan offers an integrated approach to a vast contact ecosystem, a 360 degree perspective for decision makers.

CONTACT CENTER SYSTEMS (On-Prem, Hosted and Cloud)

BUSINES PROCESS OUTSOURCING (BPO)

CUSTOMER EXPERIENCE ENHANCEMENT PRACTICES & TECHNOLOGIES

The ever changing competitive business environment and demanding customers are putting more pressure on organizations to go back to the whiteboard and redefine their customer experience capabilities.

Customer Experience has become a key deciding factor for customer loyalty and retention and is turning into a major driving factor for companies’ business performance.

Meet Our Team

Engage with our industry experts and learn more about our process of identification, evaluation, go to market strategic planning and implementation emphasis on managing the transformation journey that lies ahead.

Customer Engagement, Global Program Director | North America

Stephen Loynd

Stephen comes to Frost & Sullivan from global BPO provider Stream Global Services, where he focused on go-to-market strategies for specific vertical markets, and also led efforts in competitive intelligence.

Prior to that Stephen spent close to seven years at market intelligence firm IDC as the Global Program Manager of their Contact Center practice. As a leader on the Business Process Outsourcing (BPO) team, he offered expertise on contact center and CRM industry trends and opportunities worldwide and published research including competitive landscapes and forecast and analyses. Along the way, he helped grow practice revenue almost threefold, and expanded regional analyst coverage in Latin America, Europe, Africa, and Asia Pacific.

Before IDC, Stephen was a key member of the management team at telecom provider Sakon, L.L.C., where he led efforts in competitive and country analysis while spearheading business development initiatives and crafting project proposals. For four years prior to that, Stephen was the point-person on issues of trade and state relations relative to Europe for the Commonwealth of Massachusetts, reporting to the office of the Governor and the Department of Economic Development.

Stephen is based in Boston, MA.

Digital Transformation, Principal Analyst | North America

Nancy Jamison

Meet the Analyst

Nancy Jamison is a Principal Analyst at Frost & Sullivan with more than 30 years of experience, spanning product marketing and management, market analysis and strategic consulting, with a focus on Contact Center and Speech Technologies. Particular expertise in: supply and demand-side quantitative market research and analysis, product management, marketing, pricing and competitive analysis, new market expansion strategies, and partner development programs for vendors.

In addition, she has 13 years of experience in a major contact center vendor’s product management and marketing department, contact routing infrastructure and applications, IVR/Speech self-service, Speech Technologies, social customer care, and multi-channel and proactive customer care.

Top Mentions:

Smart Action: Three Glaring Reasons to Upgrade Your Voice Self-Service
IoT Now: Omnichannel solutions that drive customer contact digital transformation vital for success, finds Frost & Sullivan

Customer Care, Principal Analyst | North America

Michael DeSalles

With close to 15 years of research and analytical expertise, Michael’s select areas of industry coverage include customer care outsourcing, skills-based routing, home-based agent deployment, agent training development, and onboarding. DeSalles offers extensive knowledge in:

  • Outsourcer vendor selection for end users
  • Emerging contact center trends & technologies
  • Global outsourcing market dynamics
  • Insight into site management, supervision, and agent development.

He has experience in contact center operations, agent supervision, training, competitive sales and network routing (Cisco ICM). Michael has a B.A. degree in Economics from the University of California at Santa Barbara.

Articles

https://www.linkedin.com/pulse/engineering-culture-security-consciousness-contact-centers-desalles?articleId=6492362775556345856#comments-6492362775556345856&trk=public_profile_posthttp://digitaltransformation.frost.com/index.php/search/?query=Michael+DeSAlles

Top Mentions:

https://www.nearshoreamericas.com/guyana-nearshores-secret/
https://www.prweb.com/releases/2014/01/prweb11500354.htm
https://www.customercontactwest.com/2019/04/09/cc-awards-program-opens-to-recognize-excellence-in-customer-service-in-2019/

Digital Transformation, Vice President | North America

Melanie Turek

As an Associate Fellow and Vice President of Research for Connected Work at Frost & Sullivan, Melanie Turek has over 25 years’ experience covering video and web conferencing, social networking, unified communications, voice, IP communications, instant messaging and presence, as well as a wide range of business software and services.

Melanie’s in-depth technical expertise and understanding of the ways in which technology can positively impact business process and performance, has allowed her to cover a broad range of markets and leverage long-standing relationships with leading industry participants’ senior executives and customer organizations. Prior to joining Frost & Sullivan, Melanie was a founding partner of Nemertes Research, Inc. and Senior Managing Editor at InformationWeek Magazine. Melanie is a BA graduate from Harvard College.

Top Mentions:

Samsung Reaping the Benefits of Mobile Communications and Mobile Call Recording
Samsung Top Trends in the Mobile Workforce: Frost & Sullivan’s Latest Look at Enterprise Usage
SearchUnifiedCommunications Employee consultation needed before deploying new UC tools
SearchUnifiedCommunicationsPrioritize UCC tools to support a virtual workforce

Digital Transformation , Vice President | Global

Alpa Shah

Information & Communications Technologies, Research Director | Latin America

Juan Manuel González

Juan Manuel González serves as Research Director within Frost & Sullivan’s Digital Transformation business unit. He focuses on Contact Centers, BPO, Unified Communications & Collaboration Solutions areas. González has over 11 years of experience in the industry, his know-how lies in managing strategic consulting projects and regional market intelligence studies in the Enterprise Communications field, as well as monitoring emerging trends, technologies and market dynamics. González was recognized as Associate Fellow in 2015, as part of Frost & Sullivan’s Fellowship Program. Furthermore, he was ranked in the Top 50 official list of most influential Executives in Nearshoring Outsourcing in 2010 and 2011, according to Nearshore Americas. He holds a Bachelor’s Degree in Political Science (Cum laude) and a Master’s Degree in International Economic Relations from the University of Buenos Aires (Argentina).

Articles:

Nearshore Americas – Call Centers in Latin America: Soon to Be Irrelevant?
Nearshore Americas – Top 10 BPO Trends and Business Priorities for 2017
Nearshore Americas – Top Customer Experience Management Trends for Latin America in 2016
Nearshore Americas – Hot Tips for Latin American Outsourcing Providers in 2015
Nearshore Americas – Will Paraguay Be the Next Star in Latin American BPO?

Top Mentions:

Finance TnT – People Are Complaining About Their Banks Much More than Last Year
Call Center News – Juan Manuel González, Frost & Sullivan: “Las 10 prioridades para América Latina en 2017”
Exame –  Aplicativo de emprendedor canadense quer o fim do e-mail
CC Sur – América Latina: el sector de las telecomunicaciones ante la transformación digital

Videos:

The Future of Latin America
Cloud, Video and Contact Centers in Latin America
Panorama y tendencias claves que impactarán en la industria de BPO
Lavisión de Frost sobre la industria del contactcenter en América Latina

Cloud Computing, Senior Industry Analyst | Latin America

Maiara Munhoz

Information & Communications Technologies, Senior Industry Analyst | Latin America

Sebastian Menutti

Functional Expertise
8 years of consulting and research expertise in the Information and Communications Technologies industry in Latin America.

Particular expertise in:

  • Market research reports & participating in consultancy projects.
  • Monitoring emerging trends, technologies and market dynamics.
  • Thought leadership, press releases and articles.

Industry Expertise
Experience base covering the Information and Communications Technologies industry in Latin America.

  • Business Process Outsourcing (BPO)
  • Customer Relationship Management (CRM)
  • Unified Communications & Collaboration (UC&C) & Connected Work.
  • Communications as a Services (CaaS)
  • Telecommunications.

What I bring to the Team

  • Strategic Analysis & Planning Capabilities
  • Strong Methodology Basis.

Career Highlights

  • Played a prominent role in consulting projects for CANTV (Venezuela), Bain Capitals, Atento, Teleperformance, Genesys, Interactive Intelligence, Contax and Avaya, among other companies.
  • Interviewed and quoted several times in regional and international publications.
  • A frequent speaker at international industry events.

Education

Bachelor in Political Science from Universidad de Buenos Aires, (Argentina).

Connected Work, Director of Consulting | Europe

Alexander Michael

Based in London, Alexander Michael heads up Frost & Sullivan’s Digital Transformation consulting business in Europe. He has been with Frost & Sullivan for 11 years and holds a Master’s Degree in European Management from ESCP-EAP in Paris. Alex has 25 years of industry and corporate strategy consulting experience, specialising in strategic partnering, business transformation and value proposition development. In recent years, Alex has focussed on helping clients optimise their customer experience using game-changing technology. He currently spearheads Frost & Sullivan’s research initiative into practical use cases for (and how to make money with) artificial intelligence.

Customer Experience, Senior Consultant | North America

Martin Hoff ter Heide

Functional Expertise

    – 11 years of consulting experience
    – Broad functional expertise including review and development of corporate, business unit and product strategies, commercial due diligence, organisational development and business process optimisation

Industry Expertise
Industry experience spanning from information and communication technologies (ICT), through media, retail, financial services, logistics, utilities and not-for-profit
Key interest in, and continuous exposure to, ICT and retail. Projects include:

    -Studies of digital transformation in retail, big data analytics uses in various industries, smart cities, intelligent transport systems, and back office workforce optimisation software
    -Strategic analysis of Russian x86 server and radio relay equipment markets
    -Market entry assessment for an Asian telecoms operator into a Western European market
    -Strategy review for an African incumbent operator, focused on redefining the role the wholesale business unit
    -Development of project management and quality assurance processes for ERP implementation for a leading Russian retailer

What I bring to the Team

    -Broad cross-functional and cross-industry experience
    -Strong all-round skill-set
    -International experience from operating in professional environments in 5 countries and languages: German national, studied mainly in France and UK, with multi-year experience in Russia and Scandinavia

Career Highlights
Experience working for leading consulting firms, including: Roland Berger, Droege & Comp. and PwC

Education
MSc in Management (Distinction) at University College Dublin & HEC Paris
BBA in Management (Distinction) at Lancaster University & Reims Management School

Connected Work, Global Director of Growth Implementation | Europe

Mark Simoncelli

Connected Work, Associate Director | Asia

Krishna Baidya

Functional Expertise
More than 15 years of industry research, consulting and marketing experience, including 10 years in the ICT sector. Particular expertise in:

    -Analyzing market dynamics and highlighting future trends
    -Strategy and corporate planning
    -New business opportunity, market strategies, channel and partner development and growth strategies

Industry Expertise
Experience base covering broad range of sectors, leveraging long-standing working relationships with leading industry participants’ Senior Executives

    -Customer Experience Technology, Contact Center, Outsourcing
    -Office of the Future, Wearables, Internet of Things (IoT), Big Data Analytics (BDA), Connected Industries
    -Unified Communications & Collaboration, Enterprise Software

Recent Reports/projects worked on

  • Market engineering reports: Asia-Pacific contact center applications, Hosted/ Cloud contact center, Contact center outsourcing, Customer analytics market
  • Buyer’s guide report: Hosted/ Cloud Contact center market
  • Growth consulting projects for global/ regional contact center solution vendors/ outsourcers
  • Thought leadership roadshows – global customer interactions management vendor
  • Customer experience benchmarking study – Malaysia, Singapore, Indonesia
  • QBR presentations to client partner’s global/ regional leadership team
  • Number of whitepapers and webinars for leading vendors

Career Highlights

  • Pitched for, won, and led significant research and strategic consulting projects
  • Widely quoted in prestigious on-line, print and broadcast media
  • Held leadership positions in firms in different businesses
    • -Drove business planning activities across the region for a multi-faceted telecom group
      -Held overall business responsibility for Singapore operation for an innovative Dutch start-up

Education

    -MBA (Finance & Marketing) from University of Illinois, Chicago, USA
    -B.Tech (Mechanical Engineering) from Indian Institute of Technology, Chennai, India

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Knowledge Partners &
Speaker Engagements

Industrial firms deploy security strategy around IIOT, amidst rising cyber threats to industrial architecture, says Frost & Sullivan

The attacks on industrial systems and the industrial controls systems (ICS) architecture could range from physical impact, such as damage to the infrastructure, production downtime, loss of revenue, and hefty fines, to more severe consequences, such as injuries and even loss of life. In order to address the growing sophistication of attacks, vendors are offering security solutions across the Industrial Internet of Things (IIoT) architecture and not just for information/operational technology (IT/OT) networks.

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