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Gartner Expert
Steve Blood
VP Analyst
Steve Blood is a VP, Analyst in the Customer Service and Support team, part of the Sales & Customer Service practice. 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 more than 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
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