He conducts research exploring the people, process, information and technology issues behind customer operations management, customer interaction management, customer experience management and customer relationship management. He also works with senior business operations and IT managers to ensure that companies get the best performance from today’s highly complex application products. Richard has more than 25 years experience working in the IT services industry, including service with eLoyalty, Price Waterhouse, Sema Group and Valoris.

In his work, he has been involved with all aspects of delivering highly complex IT solutions to a variety of clients in the telecommunications, financial services and public sectors. Richard has specialized in delivering customer care and billing solutions for telecommunications operators, and delivering several multi-channel contact centers for organizations in both the public and private sectors.

richard.snow@ventanaresearch.com