Analyst Profile

Brian Manusama

Sr Director Analyst

5 years at Gartner , 20 years industry experience
Netherlands

Roles and Responsibilities

Brian Manusama is a Senior Director Analyst 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.

Brian Manusama's Recent Gartner Activity

Latest Research

On-Demand & Upcoming Webinars

Improve Customer Experience With AI Conversational Platforms
12 June 2018
Panel Discussion: Ways AI Transforms the Customer Experience
17 September 2018
How AI Will Impact the Customer Experience of the Future
16 October 2018

Upcoming Gartner Events

Gartner Customer Experience & Technologies Summit
22 May 2019 - 23 May 2019
Gartner Customer Experience & Technologies Summit
17 June 2019 - 18 June 2019

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 leadership 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, 8 years
Atos (Origin), VP CRM / BI, 8 years
Serial Enterpreneur (iRelate, BM Partners e.o.), 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

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18 April 2018
Demand Planning Maturity Assessment Guide for Supply Chain Planning Leaders Understanding the current state is a vital first step in demand planning maturity advancement and process transformation. Supply chain leaders can use this guide to plan for the demand planning maturity assessment in their business.
14 November 2018
The Healthcare Supply Chain Top 25 for 2018 Each year, the Healthcare Supply Chain Top 25 identifies the supply chains that successfully advance healthcare by improving patient outcomes and controlling costs. Supply chain leaders in the healthcare industry can use lessons from these leading organizations to improve their operations.

29 April 2019
The 2019 Analytics and BI Magic Quadrant Highlights EDT: 9:00 a.m. | PDT: 6:00 a.m. | BST: 14:00The modern analytics and business intelligence (BI) market continues to rapidly grow with new innovations in augmented analytics. When modernizing your traditional BI environment, you face myriad vendor choices, from well-established mega-vendors to start-ups, and it may be difficult to determine how to proceed. Join this complimentary webinar to get the latest on market trends and vendor movement in the 2019 Analytics and BI Gartner Magic Quadrant.
6 May 2019
Strategies to Maximize Your Java Investments EDT: 11:00 a.m. | PDT: 8:00 a.m. | BST: 16:00
Oracle recently announced significant changes to how it is released, licensed and supported. For example, public patches for Java 8 have now ended and the Java 11 license restricts production deployments. In this complimentary webinar, we cut through the confusion, hype and uncertainty around the new dynamics and offer strategies that Java adopters can leverage to maximize their Java investments moving forward.

Questions about registering or watching? Email us: gartnerwebinars@gartner.com

Analyst Profile

Brian Manusama

Sr Director Analyst

Roles and Responsibilities

Brian Manusama's Recent Gartner Activity

Latest Research

On-Demand & Upcoming Webinars

Upcoming Gartner Events

Background

Previous Experience

Professional Background

Industry Awards/Accolades

Education

Languages

Manage Finance Talent Supply & Demand

Creating a Culture That Performs

Gartner Top 10 Strategic Technology Trends for 2018

Managing R&D Portfolios

Speed Up Legal Reviews

Should You Build or Buy a Customer Data Platform?

Gartner Predictions for the Future of Supply Chain Operations in 2018

Effortless Experience Explained

To the Point: Lifting the Fog Around AI and Advanced Analytics in Healthcare

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