Analyst Profile

Brian Manusama

Brian Manusama

Sr Director Analyst

6 years at Gartner ,  21 years industry experience

Roles and Responsibilities

Brian Manusama is a Senior Director Analyst in Gartner Research. His research focuses on customer experience (CX) strategies and technologies, customer service and support and artificial intelligence. With his in-depth thought leading insights in CX and use of artificial intelligence, Mr. Manusama's latest research projects involved AI conversational platforms like chatbots and virtual customer assistants (VCA), defining the future of customer service and developing self-service strategies. Mr. Manusama is also the lead author of the Magic Quadrant for CRM Customer Engagement Centers and Conference Chair of the Customer Experience and Technology Summit in London. Mr. Manusama brings more than 25 years of international business and IT experience.

Areas of Coverage

  • Customer Relationship Management


Previous Experience

Before joining Gartner, Mr. Manusama was an international serial entrepreneur. With extensive experience in both customer experience, CRM and artificial intelligence, he consulted and coached CEOs/CIOs transforming their organizations to a digital, AI-driven customer-centric 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, 5 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


Bachelor of Business Administration



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