Tervinderjit (TJ) Singh

TJ Singh is a leading analyst in business process services (BPS/BPM), Customer Experience (CX), digital CX and workspace as well as the work from home services segment. TJ is a key analyst that service providers, clients and investors refer to for information and insight regarding the BPS/BPM market, and he is regularly quoted by the global press. He has over 28 years of experience in the information communication technology (ICT) and BPS/BPM industry.


TJ Singh covers all aspects of CX BPO services, including Digital CX . He also has extensive experience with other BPO services such as Mortgage BPO, HR and Finance and Accounting (F&A) BPO. TJ’s focus areas include business process best practices, process redesign, CX technology and business process vendor evaluation and selection, BPO governance design and management, and how buyers can get the most value out of their CX BPO services.


TJ Singh has over 30 years of experience working in the IT and BPO industry,. He was the lead analyst for CX BPO services at Gartner for over 16 years where he published over 300 research articles (including 12 Magic Quadrants), spoke at numerous Gartner and client events and conducted over a dozen CXO roundtable sessions. Prior to Gartner, TJ Singh was the global lead for IBM’s Customer Value Management (CVM) team. He was also the IBM Market Intelligence leader for IT & BPO Services in APAC.

Key Issues Covered

  • Identify market trends and opportunities
  • Define key competitive strategies
  • Develop service offerings and segmentation strategies
  • Develop key marketing strategies – messaging etc.
  • Identity market access opportunities and management

Services Offered

  • Technology & Business Process strategy reviews
  • Technology & Business Process strategy reviews
  • Product/Service Roadmap development and reviews
  • Go-to-Market strategy evaluations
  • Messaging and Positioning
  • Webinar and Speaking engagements
  • Partnership, Alliances and Ecosystem strategy