Latest blog entry
Welcome to Outlaw Research.com and The Branded Experience January 22, 2008 As a contact center industry analyst I spend my days researching, analyzing, and thinking about customer contact. So, no surprise, that is what this blog will be about. I plan to weigh in on customer contact, customer service, call centers, contact centers (in-house, virtual, outsourced, and hosted), CRM, communications enabled business process, and even unified communications, but only as it relates to customer contact, from as many angles as I can think of.
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About Outlaw research
Outlaw Research is an independent provider of market research, analysis, and strategic advice about customer contact systems and services for large and mid-size businesses. Joe Outlaw founded Outlaw Research in 2003 and is its President and Chief Analyst. Joe brings his uniquely broad and deep analytical expertise and industry experience to each analysis, report, presentation, and inquiry. His more than 30 years of IT experience include: · almost 20 years of large enterprise IT/telecommunications experience with DuPont (applications programming, systems analysis, training, consulting, project and program management) · 10 years with Gartner and the acquired McGraw-Hill/Datapro as its voice processing, contact center and mid-market customer relationship management Research Director · 3 years with Current Analysis, where Joe created and built the contact center solutions practice as its first Principal Analyst Joe experience as a customer contact industry analyst includes: Extensive experience in the six dimensions of market analysis (demand-side, supply-side, tactical, strategic, primary research, and secondary research) including: · Daily inquiry and strategic advisory interactions, numbering in the thousands, with both end-users and vendors · Quantitative market analysis - market sizing, market share, and market grow forecasting · Primary market research - customer/prospect surveys (large and small samples, direct calling, web-based, panels, and in-person interviews) · Competitive product and go-to-market analysis - targeting vendor sales, marketing, product management, and product marketing · Creation and ownership of a Gartner Magic Quadrant Frequent speaker at conferences and customer briefings including: · Keynote speaker at vendor's internal, partner, and user group conferences · Panel Leader and speaker at contact center industry conferences · Gartner IT/Expo Symposium, CRM, Mid-Market theme conferences · ITU Telecom World conference Joe earned Bachelor of Science and Master of Business Administration degrees at the University of Delaware.
Industry events
Joe Outlaw will be attending the following upcoming events: Genesys Analyst Conference San Francisco, CA January 23 – 25 Alcatel-Lucent Enterprise Forum Paris, France February 19 – 22 NICE Systems Investor Day New York City February 26 VoiceCon Orlando 08 Orlando, FL March 17 - 20,