Analyst Profile

Brian Manusama

Brian Manusama

Research Director

4 years at Gartner ,  19 years industry experience
Netherlands


Roles and Responsibilities

Brian Manusama is a Senior Director in Gartner Research. His research focuses on customer strategies and technologies, with in-depth thought leading insights in customer experience, customer self-service and use of artificial intelligence (AI). Mr. Manusama's latest projects involve AI conversational platforms like chatbots and virtual customer assistants. Mr. Manusama brings more than 25 years of international business and IT experience, with 20 years in customer relationship management and customer experience, worldwide, but predominantly in the European market.

Areas of Coverage

  • Customer Relationship Management

Background

Previous Experience

Before joining Gartner, Mr. Manusama was an international serial entrepreneur. With extensive experience in both customer experience and CRM, he consulted and coached CEOs/CIOs transforming their organizations to a digital customer-oriented business. He did this both from a strategic perspective and from an operational management perspective. Before his entrepreneurship, Mr. Manusama held several management positions with system integrators, consulting firms and in retail banking. Mr. Manusama has the ability to quickly familiarize himself with organizations and present a thorough analysis of the current situation. With a realistic and pragmatic approach, he is able to help organizations to proceed with the next steps in order to achieve the set of objectives. Using his knowledge, his respect for people and his enthusiasm, he makes it possible to solve complex situations. Mr. Manusama's clients and colleagues see his experience as a nice balance between great knowledge of business organizations and essential understanding of the supporting innovative ICT resources.

Professional Background

ABN AMRO Bank, VP Customer Service and Support (Contact Center), 8 years
Atos (Origin), VP Business Intelligence / Customer Relationship Manage, 8 years
Entrepreneur (BM Partners, iRelate BV, Kryptonite), CEO, 6 years

Industry Awards/Accolades


Contact Center Manager of the Year, 1995 ABN AMRO Bank, the Netherlands
Winner of the Contact Center Award of the Year with P-Direkt, 2012, for Innovation

Education

Bachelor of Business Administration

Languages

Dutch
English
German