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.
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.
Concentrix & Convergys (CNXC acquired CVG)
Concentrix & IBM (CNXC acquired IBM's CM BPO Unit)
Associate Project Executive
Program Operations Lead
Messaging and Differentiation
Emerging Technologies and Trends Impact on Products and Services
Tech Buying Behavior
Education: Bachelor of Arts Accounting, Michigan State University
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)