Analyst Profile

Brian Manusama

Brian Manusama

Sr Director Analyst

7 years at Gartner ,  22 years industry experience

Roles and Responsibilities

Brian Manusama is a Senior Director Analyst within Gartner Research and Advisory. His research focuses on customer experience (CX) and customer engagement strategies and technologies, including customer service and support (CSS) and artificial intelligence. With his in-depth thought leading insights, Mr. Manusama's latest research projects involved The future of Customer Service, Digital Customer Service strategies, Pricing AI conversational platforms and Using AI in Customer Service. Mr. Manusama is also the lead author of the Magic Quadrant for CRM Customer Engagement Centers, the Market Guide for Digital Customer Service and Conference Chair of the Customer Experience and Technology Summit in London.


Previous Experience

Before joining Gartner, Mr. Manusama was an international serial entrepreneur and CEO of several CRM Startups. His teams consulted and coached CEOs/CIOs in their digital transformation and becoming a customer-centric business. 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 strategic, realistic and pragmatic approach. He is a trusted advisor, mentor and coach able to help organizations to accelerate in their growth potential. 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 him and 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, Vice President Customer Service and Support, 5 years
Atos (Origin), Vice President CRM and BI, 8 years
Serial Enterpreneur of several CRM Startups, 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



Call +1 855-515-4486 or contact us

to become a Gartner client.