Simon Harrison

A GEEK AT HEART

Three Decades of High Tech Experience

Simon started out as a technical consultant for Enghouse, ntl and Siebel Expert Services. He developed a deep rooted understanding of apps and the communication and collaboration space that would become the foundation for success as a product, sales and marketing leader. He went on to become an award winning Chief Marketing Officer.

At Gartner he saw notable success, becoming the Gartner Apps Key Initiative leader and a Chief of Research advisor. Today he advises companies of all sizes on technology and strategy initiatives, globally.

12 Years in Technical
Consulting and Strategy

In his early career Simon was a UNIX system administrator and engineer. For Siebel Expert Services he worked with senior leadership, and consulted on application technical design, for the most advanced companies in the world. He would be in three countries per week, sometimes with over 400 developers making sense of 10’s of thousands of lines of code. He can talk in developer language to improve product alignment and positioning.

8 Years in Product
Innovation Leadership

As a product leader Simon pursued an ambition to be disruptive with application innovation. He broke all new ground in the CCaaS space, in particular, seeing accelerated career success as a result as an SVP of Product Marketing and Management. He maintains a deep understanding of cutting-edge technologies and the related research informing the advisory he provides to leading companies in the world.

11 Years in Sales and Marketing Leadership

As a Sales and Marketing leader Simon delivers QoQ and YoY growth even without any new products. By leveraging research he creates relevance to where buyers are headed. He’s enjoyed success in leading marketing efforts as a Chief Marketing Officer on a global scale across 190 countries and in 62 languages. He loves to drive excitement with a brand and is an expert in information architecture and digital reach to achieve that.

Moving Pictures Say So Much More

Up Close and Personal Interview

Simon has provided many video interviews, podcasts social media appearances. In this interview by UC Today, talking to senior leaders across the UC, Collaboration and CX space Simon talks about his background and journey so far. He covers topics such as workplace trends, UC trends and answers quick fire questions.

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Award Winning CMO

Simon is a big stage presenter, having inspired audiences of over 40,000 people, globally. During all employee broadcasts he helps thousands of staff become so driven, they become unstoppable.

He was trained by a movie producer on the art of storytelling, that helped him create professional video media for brands like Microsoft and Dell.

Simon is a master of creating demand for raised hands.

SPOTLIGHT

Gartner Success

Being a mentor, illustrating Gartner’s core values and demonstrating client impact: “Special kudos to Simon for his versatility and collaboration. His coverage of CCaaS, CEC and WEM enables Simon to take more complex CSS inquiries. He’s always willing to jump in and help out a colleague.”

Simon continues to be a respected and well reputed thought leader by his former Gartner colleagues who he stays in close contact with.

GARTNER HIGHLIGHTS

Magic Quadrant Lead

Lead author on the CCaaS and WEM Magic Quadrant (MQ) research notes. Co-authored CRM CEC MQ.

The Future Series Lead

Wrote the “The Future of Contact Center” research note — most read of all the Future Series notes.

Global Stage Presenter

Helped shape the Gartner CX Summit presentations and stories for client events in London, Sydney, and Tokyo.

Apps KI Leader

Apps Key Initiative (KI) leader working across 16 agendas incl. ERP, CRM, CX/EX, Digital Workplace, Procurement, Sales Technology and Blockchain.

Broader Coverage

As Apps KI co-authored 68 notes in one year and supported UCaaS MQ, Digital Customer Service (DCS) and more. Topped the scoreboard as lead author.

Thought Leader

Spotlighted for one of three leading thought leadership notes — Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace.

BE A THOUGHT LEADER

Simon’s Latest Research

The Architecture of Trust: Merging Traditional Approaches with the Latest in Data Security

Artificial Intelligence (AI) introduces new, often overlooked risks that require an understanding of new security concepts and a modern approach. Vendors must recognize the limitations of traditional security practices in addressing AI-specific challenges such as adversarial attacks, new data extraction techniques, and regulatory compliance under new laws like the EU AI Act.

Beyond the Hype — Realigning Customer Service Strategies for Real CX Impact

The customer service technology landscape is rapidly evolving as vendors seek to deliver more comprehensive Customer Experience (CX) solutions. Despite the promise of an enhanced service value proposition, many offerings fail to meet expectations due to their complexity, scope, and developmental immaturity. This research explores the changing dynamics within the customer service vendor market, highlights the key challenges faced by both vendors and organizations, and offers actionable strategies to implement a more integrated and future-ready approach to customer service.

How CCaaS Vendors Can Remain Relevant in a Shifting CX Landscape

As the CX landscape evolves with AI advancements and greater data integration, CCaaS vendors face growing competition from CRM and UCaaS providers. This note explores key strategies for CCaaS vendors to remain relevant, emphasizing deeper partnerships, technology innovation, and holistic solutions that deliver value across the entire customer journey.

Cloud Is 28 Years Old — Catch up Now to Be Able to Compete in the AI Innovation Race

Cloud computing hasn’t stood still in its 28-year evolution, becoming the cornerstone of AI and business innovation. Companies still relying on outdated on-premises systems risk being left behind as the cloud continues to drive rapid advancements. This research aims to equip buyers with the insights needed to accelerate Cloud adoption plans.

Testimonials

An excellent visionary that helped unify Avaya’s messaging globally. As a former Gartner analyst and prior to that sales and product leader, Simon has a rare blend of technical, marketing and business development skills.

ZEUS KERRAVALA

Founder and Principle Analyst, ZK Research

Simon is a natural collaborator with a key ability to visualize and articulate innovation in ways everyone can understand. He was instrumental in defining how our customer service research agenda should be shaped, still foundational three years later.

STEVE BLOOD

VP Analyst, Gartner

Simon has an amazing passion and energy for aligning a company’s brand vision and message with its product strategy.

DENNIS KOZAK

COO, Ivanti

He brings energy into every room he enters and is always envisioning the next greatest trend that is going to change peoples lives!

GINNY DAVIS-LEE

VP Corporate Communications, Avaya

Simon is a brilliant and gifted leader who crafts and communicates a compelling vision and then organizes and coaches the team to maximize the associated business opportunity.

STEVE BROCK

Marketing Strategist and Innovator

Simon is a leader who brings a great depth of industry knowledge and perspective to everything he does. His energy is contagious and he truly knows how to inspire a team. He’s confident, caring and wise.

LAURA FAUGHTENBERRY

Global Product Marketing Lead at PMI

Traits that sum him up – the passion and enthusiasm he injects into everything he does; his industry knowledge and ability to provide a thought leading stance on market shifts; and his human-centered approach to life and work which ensures the needs and wellbeing of everyone he engages with are put before his own allowing them to perform to the best they can be.

JIM DAVIES