Gartner Expert

Scott Frederick

Sr Director Analyst

Scott Frederick is a Senior Director Analyst in Gartner Technology and Service Provider research organization. Mr. Frederick research is focused primarily on the Customer Management Business Process Services market.

He advises CM-BPO and services providers on market trends and opportunities, various go-to-market, location, and differentiation strategies. Mr. Frederick research will be focused on the various opportunities for service providers to enhance their product offering and improve business results by delivering analytics/insights and technology solutions including hybrid work, digitization, automation, and artificial intelligence.

Previous experience

Mr. Frederick has more than 30 years experience across an array of roles ranging Agent, Operations Leadership, Project Management, Account Management, Solutions Strategist, and Solutions Director. He has worked for industry leading companies in the market including Sitel, IBM, Convergys, and Concentrix as well as within the customer operations centers of other end-user companies including Ford and General Motors.

Professional background

Concentrix & Convergys (CNXC acquired CVG)

Solutions Director

Concentrix & IBM (CNXC acquired IBM's CM BPO Unit)

Associate Project Executive


Program Operations Lead

Areas of coverage

Go-to-Market Strategy

Messaging and Differentiation

Emerging Technologies and Trends Impact on Products and Services

Tech Buying Behavior


Education: Bachelor of Arts Accounting, Michigan State University

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Top Issues That I Help Clients Address

1Product Planning (Customer Profiles, Market Risks/Opportunities, Landscape, Offering Strategy)

2Product Development (Investments, Differentiation, Compelling CX, T2M)

3Product Introduction (Product Value, Pricing/Commercials, Collaborating to Drive Value)

4Product Lifecycle (Attaining Financials, Innovation/Evolution, Optimizing Life Cycle Events)

5Product Leadership (Invest in Teams, Measure Performance, PM Approach, Tools, Internal Collaboration)