Drew Kraus | Source | VP Analyst at Gartner

Drew Kraus is the VP Analyst at Gartner. Working with contact center planners and decision makers, he supports contact center and customer service operations, technology and planning functions throughout the planning, buying, operations and solutions replacement life cycle. In support of technology and service providers, he provides insights into end-user decision-making criteria and trends as input to vendors' product development and positioning, and go-to-market strategies.