Gartner Expert

Simon Harrison

Sr Director Analyst

Simon Harrison is a Research Director in the Customer Service and Support team. Mr. Harrison has 25 years of unified communications and contact center experience. He advises end-user organizations, technology and service providers and investors on market adoption, technology trends, product and marketing strategies, and deployment of customer service solutions. He specializes in applications that empower agents, chatbot, NLP/NLU and conversational platforms, omnichannel design and applications, blended digital and voice engagement, intelligent routing and queueing, self and assisted service, proactive outbound contact, CRM Customer Engagement Management, Workforce Engagement Management (WEM), Knowledge Management (KM) and Customer Analytics.

Previous experience

Before joining Gartner, Mr. Harrison was the Sales and Marketing Director for a contact center vendor. This followed an extended period as a product leader for companies such as Vocalcom and Enghouse. Earlier, Mr. Harrison was a hands-on technical consultant who led complex contact center solution design and deployment for companies such as ntl and Siebel Systems, working with foremost contact center platforms and related technology. He has spent most of his career working with the largest multinational companies in the world to define their customer communications and staff collaboration strategies.

Professional background

Cirrus Response

Sales and Marketing Director

Rich Interactive

General Manager, Software Solutions


VP Product Marketing and Management

Areas of coverage

CRM Strategy and Customer Experience

Customer Service and Support Technology

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Top Issues That I Help Clients Address

1Selecting contact center and related customer services technologies

2How to design digital first and cross-channel journey solutions

3How to deploy contact center and CRM customer engagement management applications

4Customer relationship management, employee engagement and customer experience strategies

5How to improve employee engagement in the contact center