Evan is Practice Leader of the Enterprise team at Ovum Telecoms. In this role, he draws together our research in enterprise fixed, mobile and customer interaction services, with the goal of evolving our enterprise telecoms research and client relationships. As an analyst, Evan focuses on enterprise mobility, managed mobility services, mobile-centric UC, enterprise routing and contact center technologies. Previously, Evan served as Analysis Director at Datamonitor, where he was responsible for Datamonitor’s technology research planning and production.
Evan has written studies covering internet-based customer service, contact center outsourcing and offshoring, and CRM in India and Asia-Pacific. Most recently, Evan has researched and published on managed enterprise mobility, mobile unified communications, communications-enabled business processes, workplace collaboration and M2M. In addition, Evan has developed an expertise on self-service, customer analytics, offshoring/outsourcing and IT services.
Prior to his previous roles, Evan led Datamonitor’s CRM, Contact Center and IT Services/BPO research programs. Before joining Datamonitor, Evan worked at Nortel Networks in its Wireless Systems Engineering department.
Evan holds a BA magna cum laude in English and European Studies from Amherst College (Massachusetts, USA) and an M.Phil. in European Politics from The Queen’s College, Oxford.