Kathy Ross

Kathy Ross is a senior director analyst at Gartner, supporting customer service and support business leaders, channel strategy design and effectiveness, and talent and operations management with a focus on technology enablement. She advises primarily end-user organizations, but also technology and services providers on adoption, technology trends, and the business value of technology.

Ross brings more than 25 years of experience in customer service and customer experience with a concentration on strategy, operations, technology, and process. Previously she served as senior director of customer experience for communication, media and entertainment for the Americas at Infosys, where she advised clients on strategy, technology, and resource solutions to transform their business. She previously served as associate director of desktop strategy and innovation at Verizon, where she oversaw a large team of digital and service transformation managers focused on driving customer experience while optimizing business expense across assisted and self-serve channels.

Articles by Kathy Ross