Matthew Barlow
Managing Partner, Avasant
Biography
With over 25 years of experience in Business Operations, Sourcing Management, and Vendor Strategy, Matthew Barlow is a seasoned leader in Contact Center Operations, Field Services, and Customer Support Strategy. Renowned for his leadership in various practices and engagements across top-tier industry Service Providers, he has spearheaded innovative Vendor Management Strategies in some of the largest and most dynamic companies in the US. Leveraging his extensive experience in both provider and client markets, Matthew continues to blaze trails at Avasant, pioneering new solutions in the Digital and Customer Support space and providing consulting services across highly competitive and regulated industries. Before joining Avasant, he served as the Chief Operating Officer for the largest privately held healthcare administrator in the US and held executive leadership positions at innovative technology firms like Microsoft and Cognizant.
Matthew is recognized as an innovative designer of Digital Support Strategies across customer support, specializing in Social Enterprise, Social Media, Chat-Bot Support, IVR Self-Help Automation, Big Data, and Cloud Services. He has led Meter Services and Contact Center Strategy initiatives across leading Utility providers in the US, focusing on designing low-risk, high-value solutions that ensure long-term engagement success.
At Avasant, Matthew developed and implemented the Avasant Resource Estimation Model and Portability assessment for Contact Center (Customer Support) and Meter Services, which has been widely leveraged across the Utility Vertical. Additionally, he serves as the lead for Contact Center, Customer Support, and Digital Solutions Strategies, leading numerous engagements related to highly regulated Contact Center and Field Services Strategy.
With expertise in technology-enabled business operations and deep knowledge of digital design, platform development, emerging tech, IT architecture, data center consolidation and Ops, Converged Networks, and multiple platforms and processes, Matthew is a specialized business leader excelling at rapid business growth, market strategy, global workforce management, contact centers, business process services, BPaaS, outsourced engagements, IT managed services, and business analytics.
Expertise:
- Business Operations
- Sourcing Management
- Vendor Strategy
- Contact Center Operations
- Field Services
- Customer Support Strategy
- Digital Support Strategies
- Digital Design and Platform Development
- Emerging Tech, IT Architecture, Data Center Consolidation and Ops, Converged Networks
