Analyst Profile

Brian Manusama

Sr Director Analyst

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

Brian Manusama's Recent Gartner Activity

Latest Research

Predicts 2019: CRM Customer Service and Support
13-Dec-2018
Four Best Practices for Implementing Extreme Customer Self-Service
27-Nov-2018
Select the Best Approach for Connected Customer Service Experiences
22-Nov-2018

On-Demand & Upcoming Webinars

Using AI Conversational Platforms for Customer Experience; Better, Faster and Cheaper
03 January 2018
Maverick: The Emerging Machine Society
04 January 2018
Improve Customer Experience With AI Conversational Platforms
12 June 2018

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

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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.
9 November 2018
Getting Started With Data Literacy and Information as a Second Language: A Gartner Trend Insight Report The increasingly pervasive nature of data makes it crucial for all employees to learn to “speak data.” This follow-up to our first Data Literacy Special Report outlines practical advice for data and analytics leaders to start data literacy programs as a key to a broader digital dexterity campaign.

17 Dec 2018
How Gartner Customer Acquisition Key Initiative Enables Tech CEOs to Grow Faster EST: 10:00 a.m. | PDT: 7:00 a.m. | GMT: 15:00 Your customers are your most important asset -- without them you have no business. You must satisfy your current customers while always growing your base. Thus, it is critical for you to identify and target prospects. You need a strong value story that will resonate with prospects, establish credibility and trust, and motivate your target audience to take action. You must couple this with an effective sales process that incorporates many moving parts. In this webinar, Gartner expert Rob Addy reveals how the Gartner Customer Acquisition Key Initiative can help tech CEOs craft the most compelling value story while instilling a market-leading sales process.
17 Dec 2018
The 2018 Customer Fulfillment & Collaboration Survey Results: Change Is Coming EST: 11:00 a.m. | PDT: 8:00 a.m. | GMT: 16:00 Do you have a customer-centric supply chain? Gartner predicts that by 2020, customer experience will overtake price and product as the key differentiator, requiring supply chain leaders to manage shifting customer expectations while adapting to new digital business models. Customer fulfillment leaders have a unique understanding of the customer that can help link the supply chain, the business, and the customer to design solutions that enhance the customer experience. In this webinar, we reveal the results of the Gartner 2018 Supply Chain Customer Fulfillment and Collaboration survey and what they mean for the future of your organization.

Analyst Profile

Brian Manusama

Sr Director Analyst

Roles and Responsibilities

Areas of Coverage

Brian Manusama's Recent Gartner Activity

Latest Research

On-Demand & Upcoming Webinars

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

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