Ken Landoline, Principal Analyst, Ovum
Ken Landoline is a member of Ovum's Customer Engagement team where he tracks and analyzes contact center hardware/software technologies and associated applications for both premises and cloud-based solutions. Areas of focus include contact center platforms, interactive voice response (IVR), customer self-service, workforce management (WFM), workforce optimization (WFO), data analytics, gamification and contact center business process outsourcing (BPO).
Prior to joining Ovum, Ken held analyst positions at Current Analysis and Yankee Group where he managed the Customer Engagement research sector and custom consulting projects for both vendor and end-user clients in the customer service/contact center marketplace. Prior to that Ken spent 20+ years in a variety of product and market management positions with several major global telecommunications companies including Siemens, Fujitsu, AT&T and ITT.
Ken earned a BA degree in economics/business administration from Rutgers University and an MBA from the Seton Hall University Stillman School of Business. Ken lives with his wife, two grown daughters and three grandchildren in the San Francisco Bay Area.