Gartner Expert

Steve Blood

VP Analyst

Steve Blood is a VP, analyst in the Customer Experience practice of Gartner Research and Advisory. His research focus is on customer service and support technologies. His key areas of specialty are contact center applications, digital customer service and customer service analytics. Mr. Blood writes for and advises end-user clients on market adoption, technology trends and the value of technology in the customer service space.

Previous experience

Mr. Blood has 30 years of experience in the ICT industry including his time at Gartner. Prior to joining Gartner, he was product marketing manager at Rockwell Electronic Commerce, where he was responsible for marketing the next-generation contact center portfolio to the EMEA marketplace. Before that, Mr. Blood spent 10 years in the United Kingdom's telecommunications industry in product management, sales and technical support roles for BT, Mercury Communications and NTL.

Professional background

Rockwell Electronic Commerce

Product Marketing Manager

NTL

Product Manager

Mercury Communications

Product Manager

Areas of coverage

Customer Service and Support Technology

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Top Issues That I Help Clients Address

1Selecting cloud contact center and related customer service analytics technologies

2Achieving best value in the buying cycle of contact center technology

3Using analytics to improve customer and employee engagement in the contact center

4Defining how collaboration benefits the customer service organization

5Transitioning customers from the phone channel to a digital experience