Analyst Team

Mark Smith, CEO & Chief Research Officer
Mark is responsible for the overall business and research direction of Ventana Research and drives the global research agenda covering both business and technology areas. He defined the blueprint and methodology for improving business by using benchmark research to provide guidance across people, processes, information and technology. Mark is an expert in enterprise software and business technology innovations including: business analytics, big data, cloud computing, business collaboration, mobile technology and social media. Mark has held CMO, research and product development roles at research and software companies.  Mark started Ventana Research more than a decade ago; he has worked in the software industry for 25 years leading innovations in research and technology. Mark was rated the 2011 software industry analyst of the year by The Institute of Industry Analyst Relations (IIAR).  Mark is also ranked as one of the top ten technology influencers in 2012 by Human Resources Executive magazine. Check out Mark's Klout Score or check out his Kred Score. Mark can be found on Twitter at @marksmithvr, on LinkedIn, on Google+ and can be reached via email at and read his blog at

Robert D. Kugel, CFA, SVP & Research Director - Business Research
Rob heads up the CFO and business research focusing on the intersection of information technology with the finance organization and broader business applications. The financial performance management (FPM) research agenda includes the application of IT to financial process optimization and collaborative systems; control systems and analytics; and advanced budgeting and planning. Rob also covers the areas of GRC and Sustainability that span across business and IT. Prior to joining Ventana Research he was an equity research analyst at several firms including First Albany Corporation, Morgan Stanley, and Drexel Burnham, and a consultant with McKinsey and Company. Rob was an Institutional Investor All-American Team member and on the Wall Street Journal All-Star list. Rob has experience in aerospace and defense, banking, manufacturing and retail and consumer services. Rob earned his BA in Economics/Finance at Hampshire College, an MBA in Finance/Accounting at Columbia University, and is a CFA charter holder. As an industry veteran with more than 30 years experience, Rob can be found on Twitter at @rdkugelvr and on LinkedIn and reached via email at and read his blog at

Richard Snow, VP & Research Director – Customer and Contact Center Research
Richard leads Ventana Research’s Customer and Contact Center Management research practice, which is dedicated to helping organizations improve the efficiency and effectiveness of managing their customers, throughout their lifetime and across all touch points, including the contact center. He conducts research exploring the people, process, information and technology issues behind customer operations management, contact center management, and customer experience management. He also works with senior business operations and IT managers to ensure that companies get the best performance from today’s highly complex application products. Richard has worked in management and consulting leadership positions in the technology industry including with Price Waterhouse, Sema Group and Valoris. In his work, he has been involved with all aspects of delivering highly complex IT solutions to a variety of clients in the telecommunications, financial services and public sectors.  Richard has specialized in delivering customer care and billing solutions for telecommunications operators, and several multi-channel contact centers for organizations in both the public and private sectors. As an industry veteran with more than 30 years experience, Richard can be found on Twitter at @rjsnowvr and on LinkedIn and reached via email at and read his blog at

Tony Cosentino, VP & Research Director, Business Analytics
Tony is responsible for the business analytics research practice including business intelligence, location intelligence and operational intelligence. He is an expert in helping business and IT organizations develop strategies to use information and analytics to take smarter actions and make better decisions. Tony is responsible for researching the intersection where information can be used and enhanced with business technology innovations including: business analytics, big data, cloud computing, business collaboration, mobile technology and social media. Tony is an expert in market research and business intelligence with decades of experience. Tony has helped business and IT use technology across marketing, sales and customer service and brought one of the first global deployments of a web-based architecture for Voice of the Customer (VOC). Tony is an accomplished author with his book titled Into the River: How Big Data, the Long Tail, and Situated Cognition are the Changing the World of Market Insights Forever. Tony has held research and consulting positions in the technology industry over the last two decades and worked at companies like General Electric, TNS and Ipsos. Tony holds a BA in Political Science from the University of California, San Diego and an MBA with a focus in Business Analytics and Computing Systems (BACS) from the San Francisco State University School of Business. His work has been published in Business 2.0, Marketing News and many other publications. You can find Tony on Twitter at @tonycosentinovr and on LinkedIn and reached via email at and read his blog at

Stephan Millard, VP & Research Director, Human Capital Management 
Stephan is responsible for the Human Capital Management research practice including talent management, workforce management, payroll and human resources management. Stephan conducts research into how human capital management technology can improve the effectiveness of organizations. The research encompasses use of mobile, social platforms and cloud in human capital management, advanced analytics in human capital management and integrating human capital management technologies. Stephan has over 15 years of experience in enterprise software and over 10 years of experience with many leading vendors in the human capital management space including SumTotal, Saba, Softscape, Workstream, Unicru and Kronos leading product marketing and product management. Stephan earned his BA in International Relations from the University of Minnesota.  You can find Stephan on Twitter at @smillardvr and on LinkedIn and reached via email at and read his blog at



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