Steve Blood Email & Phone Number

Sitges, Ct, Es

Spain

Steve Blood is VP of Market Intelligence and Evangelism at Five9, a role which draws on more than 30 years’ experience in customer service, combined with thought leadership gleaned from working with customer service executives as a Gartner analyst and advisor for 23 years. Steve is tasked with identifying emerging CX market trends, understanding customer behavior, and evaluating the competitive landscape in an ever-evolving CX industry.As an evangelist Steve will share his enthusiasm and passion for using technology to advance customer experiences, and Five9’s role as an innovative leader in this space.

Barcelona, Catalonia, Spain

Analyst and advisor in the Customer Service Technology team within a newly created Sales and Customer Service practice, which combine analysts with business and technical skills to support and grow clients subscribing to the Gartner for Customer Service and Support Leader (GCSSL) product. The new team affords me more opportunity to engage with customer service practitioners to seek out benefits of technology in the customer service center such as Connected Rep, a strategy that bridges technology and talent to support customer service reps’ performance. Key AchievementsExpanded Connected Rep Key Initiative with technology-oriented research and advice

Barcelona, Catalonia, Spain

Analyst for Customer Service Technology within the Customer Experience practice. Providing advice and insight into the use of customer service technology for operational benefits. The transition into a focused customer service role enabled me to expand my research coverage into customer service analytics and digital customer service.Key AchievementsInstrumental role in developing research and best practices to support Gartner BuySmart™ forContact Center as a Service, including database population for client proposal reviews.Authored first combined Magic Quadrant for Contact Center as a Service, merging the North American and Western European versions together.

Barcelona, Catalonia, Spain

Analyst covering technologies for the digital workplace, with a specific focus on cloud contact center (CCaaS), unified communications and collaboration technologies.Key AchievementsLed the first cloud contact center Magic Quadrant for Western Europe.Pioneered the concept of separating unified communications into messages, meetings and calls with an emphasis on the value of the former, deprecating telephone calls and the PBX.

Barcelona, Catalonia, Spain

My continued role as an analyst within the communications and mobile applications team, supporting clients requirements for communications technologies across multiple geographies, but from a new country office, based in Barcelona, Spain.Key AchievementsSupported business development of the newly acquired Spanish business as part of Gartner’s expansion into IberiaAgenda Manager for wired and wireless communications applications practice2009 - Rated most important analyst for communications. and networking by members of the Institute of Industry Analyst Relations (IIAR)Gartner Sales Excellence Award EMEA 2014Gartner Sales Excellence Award EMEA 2015

Egham, England, United Kingdom

My promotion to Vice President coincided with the merger of European analysts into a global analyst function, and my role in a team focused on advising all clients across all segments on enterprise communications technologies. My research and advice in contact center and voice over IP technologies was supplemented by research into using communications applications in business process flows, a concept that truly came to fruition a few years later in communications platform as a service capabilities.Key AchievementsResearch Area Leader for Unified Communications, leading the direction of research for the global communications practiceGartner Thought Leadership award in 2004 for work on Communications Enabled Business Process (CEBP)

Egham, England, United Kingdom

The start of my career as an industry analyst joining an expanding European analyst team at Gartner. My primary role as part of the Enterprise Networking practice was to support end user clients in their technology investments in call center-contact center and voice over IP-based communications solutions, the latter was just starting to emerge as disruptive technology in the 2000s.Key AchievementsSuccessfully transitioned from a product marketing and product management background to becoming an IT industry analyst.Promotion to Research Vice President.

Slough, England, United Kingdom

My first role as a product marketing manager, working for the European division of Rockwell Electronic Commerce (previously Rockwell Switching Systems) a division of Rockwell Collins, focused on call and contact center technologies and platforms. My role encompassed building value propositions for customers and prospects around Rockwell's transition from call center to contact center, including partner companies. Supporting sales in go to market activities as Rockwell expanded its international presence to EMEA was a key requirement of the role.Key achievementsLaunch of Call Center Command Server, the new Management Information PlatformLaunch of Call Center Studio, an agile desktop tool to support agent experiences.Instrumental role in creating a set of processes for introducing new products in the EMEA business unit.

Farnborough, England, United Kingdom

Bracknell, England, United Kingdom