Kathy Ross is a Senior Director Analyst at Gartner. She is part of the compant's in the Customer Service & Support team. Mrs. Ross's primary focus is on Self-Service, Digital Channel effectiveness, and Multichannel strategy & design. She advises primarily end user organizations, but also technology and services providers on adoption, technology trends and the business value of technology.
Mrs. Ross brings over 20+ 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.
Senior Director - Customer Experience for the Americas
Digital Workplace Strategy
Digital Workplace Applications
CRM Strategy and Customer Experience
Customer Service and Support Technology
Employee Performance Management
1Self-Serve & Digital Channel effectiveness
2Best-Fit Channel selection for optimal resolution
3AI, Automation and Analytics use case support
4Prevent unnecessary contacts and improve customer experience with proactive notification