Richard leads Ventana Research's
Customer and Contact Center Performance Management research practice, which is dedicated to helping
organizations improve the efficiency and effectiveness of managing their customers, throughout
their lifetime and across all touch points, including the contact center. He conducts research
exploring the people, process, information and technology issues behind customer operations
management, contact center management, and customer experience 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 several multi-channel
contact centers for organizations in both the public and private sectors.