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Stephen Loynd - Analyst Profile

Global Program Director
Frost & Sullivan
Information & Communication Technologies

Summary

Funtional Expertise

•  Thirteen years of research and analytical as well as sales and marketing expertise in the Business Process Outsourcing (BPO) market, with a focus on Customer Contact. Particular expertise in:

-  Guiding enterprises as they negotiate Customer Contact business and technology challenges

-  Advising enterprises on effective Customer Experience strategies

-  Emerging trends and market dynamics in the BPO industry

-  Go-to-market BPO strategies relative to specific vertical markets

-  Analyzing the competitive Customer Contact landscape

Industry Expertise

•  Experience base covering a broad range of sectors, leveraging long-standing working relationships with leading industry participants’ Senior Executives

-  Customer care/CRM/Customer Contact/the Customer Experience

-  Business Process Outsourcing (BPO)

-  Global sourcing (from the US, to offshore, nearshore and homeshore)

What I bring to the Team

•  Particular skills in writing, analysis, and presentation

•  A passion for analyzing Customer Experience insights from the perspective of the end-user and conveying those to enterprises

•  Experience and skills in sales and marketing

•  A global outlook

Education

•  M.A. from the Paul H. Nitze School of Advanced International Studies (SAIS) at Johns Hopkins University, Washington, D.C.

•  B.A. Phi Beta Kappa, from Colby College, Waterville, ME

Before Frost & Sullivan

Stephen came to Frost & Sullivan from global BPO provider Stream Global Services, where he focused on go-to-market strategies for specific vertical markets, and also led efforts in competitive intelligence.

Stephen also spent close to seven years at market intelligence firm IDC as the Global Program Manager of their Contact Center practice. As a leader on the Business Process Outsourcing (BPO) team, he offered expertise on contact center and CRM industry trends and opportunities worldwide and published research including competitive landscapes and forecast and analyses. Along the way, he helped grow practice revenue almost threefold, and expanded regional analyst coverage in Latin America, Europe, Africa, and Asia Pacific.

Before IDC, Stephen was a key member of the management team at telecom provider Sakon, L.L.C., where he led efforts in competitive and country analysis while spearheading business development initiatives and crafting project proposals.

For four years prior to that, Stephen was the point-person on issues of trade and state relations relative to Europe for the Commonwealth of Massachusetts, reporting to the office of the Governor and the Department of Economic Development.

Stephen is based in Boston, MA.


Areas of expertise
MARKET RESEARCH
COMPETITIVE INTELLIGENCE
INVESTORS


Recent items from Stephen Loynd

The Current and Future Government and Education Vertical
This study’s objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the government and education vertical. The use of Web self-service, social media, mobile applications, and video are expected to increase over the next 2 years, but LiveAgent voice and email will likely decline. Centers are mostly multichannel integrated, but more contact centers in North America are fully integrated than in Europe. Organizations plan to increase the use of social media strategies by 2016, with priority given to the dedicated customer support forums and integration with other contact channels. Centers in North America will make more social media investments than in Europe.
Published: Oct 15 2014 Customer Research
The Current and Future Manufacturing Vertical
The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the manufacturing vertical. Email accounts for the highest share of customer interactions, ahead of LiveAgent voice, especially in Europe. More customer interactions are taking place through chat in North America than in Europe. In 2 years, more contact centers in North America are expected to have customer interactions through chat and interactive voice response, compared to those in Europe. Overall, 39% of contact center organizations state their contact channels are fully integrated, while the largest proportion is mostly integrated. By 2016, 64% expect to be fully integrated, primarily due to 25% of mostly integrated contact centers transitioning to full integration.
Published: Aug 04 2014 Customer Research
The Current and Future Communications Vertical
The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the communications vertical. As a proportion of total customer interactions in the communications vertical, the projected growth is clear for Web self-service portal, social media, and mobile apps. Email and LiveAgent voice show a decrease in the proportion of customer interactions in the next 2 years. About 40% of contact center organizations in Europe and North America state their contact channels are fully integrated, while the largest proportion is mostly integrated. By 2016, 57% expect to be fully integrated, primarily due to 11% of mostly integrated contact centers transitioning to full integration. Compared to Europe, significantly more contact centers have fully integrated with other contact channels in North America.
Published: Aug 04 2014 Customer Research
Positioning for a New Consumer with Technology Enablement, Automation, and Self-help
The market insight contains a summary of economic conditions, regulatory challenges, and contact center budget considerations (drivers and restraints). This includes analyst conclusions and recommendations. This research study also provides Frost & Sullivan insight into mobile communication application development in the contact center market.
Published: Feb 12 2013 Market Insights

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