Brian Manusama

Brian Manusama

Sr Director Analyst
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.
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Tuesday, 16 June, 2020 08:15 AM|Tuesday, 16 June, 2020 09:00 AM
The Present and Future of Artificial Intelligence

Artificial intelligence adoption has entered the mainstream, but most organizations are at the earliest stages and still developing their strategy and governance. Get a sense of where you stand and where the industry will progress.

Tuesday, 16 June, 2020 04:15 PM|Tuesday, 16 June, 2020 04:45 PM
Magic Quadrant for Customer Engagement Center

Customer service and support is both a department that handles customer issues and an enterprise discipline that is a part of every customer process. This Magic Quadrant looks at the vendors that deliver software to manage customer support requests, from the creation of a case, to social media engagement and IoT. We look at the leaders such as Salesforce, Pegasystems, Microsoft and Oracle, as well as the emerging innovators.

Wednesday, 17 June, 2020 10:30 AM|Wednesday, 17 June, 2020 11:00 AM
Knowledge in the Era of AI

Knowledge management and representation is undergoing yet another metamorphosis driven largely by the introduction of AI. Increasingly machines join alongside humans in both surfacing knowledge and generating it. With most knowledge management efforts spread across the enterprise and a 'grab bag' of tools this session will look at how application leaders must not just use knowledge but develop and codify it as an ongoing priority to help their organizations achieve competitive differentiation.

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