Who We Are

Software Market Insight (SMI) is a research and analysis firm dedicated to software business and technology best practices for communications service providers (CSPs). Decades of experience means SMI truly understands the software and processes for communications operations. SMI measures the market for software and services, and provides advice on important buyer behavior and technology trends in the global markets. SMI serves both the commercial and U.S. Federal markets.

SMI’s expertise includes customer experience, business operations, network operations, advanced analytics, and auditing/assurance systems.

Susan McNeice

Susan McNeice


Susan McNeice is CEO and founder of Software Market Insight. With more than 30 years in the communications and IT industries, she advises commercial and governmental clients worldwide on the software and processes that deliver a more effective and profitable customer experience. Her areas of expertise include OSS/BSS, Customer Experience, rating and charging, business intelligence/analytics, revenue assurance and related disciplines.

Prior to forming SMI, McNeice was Vice President of Software Research for Yankee Group, where she spearheaded the industry’s first quantitative assessment of the Customer Experience. Prior to Yankee Group, she led the OSS/BSS research and consulting team at Stratecast, serving as global director of communications infrastructure systems and software. She also led several teams for AT&T in OSS/BSS strategic planning, software definition and program management, and held leadership positions with Vibrant Solutions (now Teoco) and TeleStrategies.

McNeice holds an M.S. from the George Washington University School of Business and a B.A. in Economics from the University of Delaware. She has been quoted in The Wall Street Journal, Dow Jones’ Market Watch, WirelessWeek and the San Jose Mercury News, and frequently publishes articles in Billing & OSS World, BillingOSS and other industry publications.