Gartner Expert

Tom Coshow

Sr Director Analyst

Tom Coshow is a Senior Director Analyst with Gartner's Technical Service Providers division focusing on Business Process Outsourcing Customer Management (BPO CM). He supports customer experience, CX technology, and executive leadership in in the CMO BPO space. An early adopter and developer of cloud CCaaS technology, Mr. Coshow has also developed AI technologies for customer management and operational management. Mr. Coshow joins with 30+ years expertise, across technical, operational and leadership roles in customer management. His focus has historically been on contact software, experience efficiency, AI in customer service, and learning management tools. Mr Coshow's most recent positions have included CEO, Managing Director and COO, within and outside of the customer management industry. Notably, Tom was the CEO of Teledirect where he led development of an early cloud CCaaS that included agent scripting, on demand phone numbers, learning management, staffing and operational analytics. After joining Transcomos, he led the building of, or acquisition of, operations in Sacramento, Wisconsin and Arizona and sold globally to Fortune 500 clients. Mr. Coshow also has experience in ecommerce. He was the COO of an import business that sold Italian and Chinese products in the beauty industry online. In this role he deployed sales and service chatbots that leveraged Shopify data, built an outside sales team and negotiated contracts with suppliers.Mr. Coshow is a certified SCRUM Product Owner and a trained Balanced Scorecard advocate.

Previous experience

Specialized in customer service technology and training tools. Also led development on Balanced Scorecard Strategic Planning application that included goal setting, milestones and presentation mode. Implemented AI driven tools such as NLP ChatBots and transaction monitoring and scoring applications.

Professional background

Transcosmos Inc.

Managing Director

TeleDirect Communications


Bold Beauty Brands

Chief Operating Officer

Areas of coverage

Product/Service Organization and Leadership

Messaging and Differentiation

Strategize Long-Term Growth (retired)

Emerging Technologies and Trends Impact on Products and Services

Tech Buying Behavior

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Top Issues That I Help Clients Address

1Customer facing artificial intelligence

2Customer experience and customer journey

3Acquisition selection and integration

4Customer service

5Sales organization