Analyst Profile

Brian Manusama

Brian Manusama

Research Director

4 years at Gartner ,  19 years industry experience

Roles and Responsibilities

Brian Manusama is a Research Director in Gartner Research. His research focuses on customer strategies and technologies, with an emphasis on CRM, customer service disciplines, customer self-service and customer experience. He also researches customer engagement centers, smart-machine technologies and business intelligence strategies. Mr. Manusama has more than 25 years of international experience, with 20 years in CRM applications, contact centers/customer engagement hubs and field service in the European market.

Areas of Coverage

  • Customer Relationship Management


Previous Experience

Before joining Gartner, Mr. Manusama was an international entrepreneur, working as a senior managing partner and program director, with extensive experience in both profit and nonprofit organizations. He consulted and coached CEOs/CIOs who were transforming their companies to a digital customer-oriented focus. He did this both from a strategic perspective and from an operational management perspective. Based on his extensive knowledge and experience, Mr. Manusama is able 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 problems. The consulting and management assignments that he has done cover all facets of customer service management: - Organizational changes, customer engagement centers - Commercial processes, optimization - CRM system and vendor selections - Project management Mr. Manusama's clients and colleagues see his experience as a nice balance between the necessary knowledge of the business organization and great knowledge of the current innovative ICT resources.

Professional Background

Atos, Business Unit Manager BI/CRM, 8 years
BM Partners, CEO, 3 years
iRelate BV, CEO, 3 years

Industry Awards/Accolades

Coach of Contact Center Manager of the Year, 1998, Comfort Card, the Netherlands
Coach of the Contact Center Management Team of P-Direkt, Winner of the Contact Center Award of the Year, 2012, for Innovation
Contact Center Manager of the Year, 1995 ABN AMRO Bank, the Netherlands


Bachelor of Business Administration