Andy West is a Director Analyst for Customer Service and Support. He advises senior executives in Customer Service, Support, Success and Experience on how to build, scale and optimize their organizations to deliver revenue, retention and cost to serve improvements. Andy brings his 25+ years of experience leading customer and operations teams in both large global and small startup organizations. He advises on topics including Organizational Structure and Delivery Models, Vision & Planning, Resource Management & Outsourcing and Executive Leadership.
With over two decades of hands-on experience as a SaaS executive and strategic consultant, Andy specializes in driving operational excellence, customer experience (CX) innovation, and top-line revenue growth in the technology sector. Prior to joining Gartner, he served as a Chief Operating Officer and as a Vice President of Global Customer Services (managing 2500+ employees across 16+ countries), where he led massive digital transformation initiatives.
His expertise is centered on aligning global service operations with strategic business objectives, specific tactics include
Transforming CX: Implementing self-service strategies that resulted in 90%+ adoption and significant cost containment while maintaining high customer satisfaction,
Driving Efficiency and Growth: Leading large-scale organizational and technological consolidations, reducing service costs, and formalizing multi-million dollar lead generation programs that drove substantial year-over-year revenue increases, and
Leveraging Data: Building robust business intelligence and data analytics solutions to enable data-driven decision-making for executives and operational teams.
Andy is an advocate for leveraging AI-powered technologies, contact center innovation, and pragmatic operational restructuring to help organizations navigate complex technological landscapes and turn customer service into a strategic business asset. He is also a proud U.S. Army Veteran.
RedTeam Software, Chief Operating Officer, 3 years
Sage Software, VP / Sr. Dir / Dir of Global Customer Services, 7 years
Bright Idea Insights, Self Employed - Contact Center Consultant, 2 years
Symantec / Veritas, Sr. Mgr / Mgr of Customer Support Operations, 9 years
Service and Support Strategy and Leadership
Service and Support Assisted and Self-Service Delivery
MBA, High Technology Management, W.P. Carey School of Business, Arizona State University
BS, Computer Science, University of Minnesota-Duluth
BBA, Finance, University of Minnesota-Duluth
Services & Support Strategy
Services & Support Leadership
Change Management
Self-Service Adoption
Securing Investment For Service Initiatives