Chapter 8: Directory of analysts

In a market as dynamic as CCaaS, independent research and analysis can help companies formulate their CX strategy. Independent firms can also be helpful when selecting and evaluating CCaaS providers. In addition to reports and consultations available exclusively to their clients, many analysts share insights publicly via LinkedIn, Twitter, and their blog.

Identifying the right analysts and consultants and finding their various online resources is not always easy, so we have compiled a list of analysts in alphabetical order by last name from leading firms that include sales enablement as an important part of their practice.

Adrian Swinscoe


Described as an experimental CX thought leader and visionary, Adrian Swinscoe is a best-selling author, Forbes contributor, speaker, investor, advisor and aspirant CX Punk. 

Amy Scott

Director, Sedulous

Amy is a Director at Sedulous, a customer insight-driven consultancy that has worked for a wide variety of international blue-chip organisations and brands. She’s worked as a service design, customer experience and user experience consultant to leading UK, Australian and Japanese companies.

Bernardin Arnason

Industry Principal at Frost and Sullivan

Bernie Arnason is an Industry Principal of Frost and Sullivan. Before this, he worked at Telecompetitor as the Founder, Publisher, and Editor-in-Chief. Bernie Arnason attended Johns Hopkins University and the University of the District of Columbia.

Donna Fluss

President, DMG Consulting LLC

Donna Fluss is President of DMG Consulting LLC. She has helped companies develop customer experiences for over three decades. Donna is a visionary, author, and speaker, driving transformation in the service industry. Paula Bernier is Executive Editor at TMC. She manages editorial content for INTERNET TELEPHONY, CUSTOMER, and M2M Evolution magazine. Paula has extensive experience in telecom, having worked for various publications and newspapers.

James Dodkins

Customer Experience, Rockstar CX

James used to be an actual, real-life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world, James is now the CX Evangelist at Pegasystems where he researches the mindsets, principals and philosophies of companies that deliver ‘Rockstar Customer Experiences’. He shares those strategies through transformative training, engaging video content and inspiring keynote talks.

Kenn Walters

ISG Global Lead Analyst, Executive Advisor

Kenn Walters is a commercially astute and highly skilled Senior Executive with over 40 years’ experience in directing and managing major technology projects and development programs, with a specialty in networking and communications of all types, as well as extensive experience in global management consultancy. A competent strategist capable of delivering innovative plans and activities designed to facilitate enhanced operational performance and process improvement.

Martin Hill-Wilson

Director, Brainfood Consulting

Martin was CEO of one of the first BPOs and CX consultancies in the UK. He then spent a decade in the systems integration industry positioning the value of new technology and the associated change agenda. He is now in his tenth year as Brainfood Consulting, offering a mix of services.

Max Ball

Principal Analyst at Forrsetor

Max is on Forrester’s digital customer and collaboration team serving customer service and technology leaders focused on transforming customer service engagement. He brings over 30 years of industry experience in product management and product marketing in the areas of omnichannel contact center platforms, speech recognition and interactive voice response (IVR), mobile, social, chat, and WebRTC. Max’s research focuses on the full breadth of contact center solutions ranging from self- and assisted-service applications to AI-driven digital customer experiences.

Mike Havard

Customer Management, Channels and Technology Industry Leader, Ember Group

Mike is a founding director of Ember, a business services group focused on service strategies, CX and performance transformation for champion brands. Over his career he’s advised many UK and global brands, including John Lewis, M&S, Toyota, Microsoft, Barclays, RSA, Lego, IKEA and Virgin Group.

Nerys Corfield

Director, Injection Consulting

Before setting up her consultancy Nerys spent almost 18 years in some of the UK’s most responsive outsourcers managing contact centre services for clients like Volkswagen, Vodafone, British Gas, the National Apprenticeship Service and Sky.

Steve Blood

VP Analyst at Gartner

Steve Blood is a VP, Analyst in the Gartner 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 centre 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.

Steve Morrell

Managing Director, Contact Babel

Steve Morrell is the Managing Director of ContactBabel, which was founded in 2001 to provide high-quality research and analysis to the US and UK contact centre industries. He has written hundreds of research reports and his opinion on the contact centre industry has been featured on the BBC, Forbes, Wall St Journal and the Financial Times.