Gartner Expert

Kathy Ross

Sr Director Analyst

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.

Previous experience

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.

Professional background


Senior Director - Customer Experience for the Americas


Associate Director

Areas of coverage

Digital Workplace Strategy

Digital Workplace Applications

CRM Strategy and Customer Experience

Customer Service and Support Technology

Talent and Performance Management

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Top Issues That I Help Clients Address

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