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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Monday, 08 June, 2020 / 09:00 AM - 10:00 AM BST
Gartner Opening Keynote: Leading CX When the Stakes Are High

As customer-centricity becomes increasingly important in an uncertain world, IT leaders supporting CX must understand their role in supporting organization transformation to deal with uncertainty and serve what Gartner calls the emerging Everything Customer. This keynote will provide practical guidance and inspiration for the future.

Monday, 08 June, 2020 / 03:30 PM - 04:15 PM BST
Top 5 Use Cases of Using AI to Enhance the Customer Experience

In this session, we will look at the five most prominent use cases of how you can use artificial intelligence/machine learning to enhance the customer experience. AI and ML are used today to improve CX but which use cases should you consider first? Which ones are the most promising ones in order to deliver improved NPS, CSAT scores and customer engagement scores today? We will take a look at the five most lucrative AI use cases to improve CX in this session.

Tuesday, 09 June, 2020 / 02:30 PM - 03:15 PM BST
How to Use AI to Create the Customer Experience of the Future

This session will look at how organizations should use AI-enabled tools to create smarter marketing, customer support and sales experiences and thus supercharge the customer journey of the future. We will explore the importance of using AI and conversational platforms to create the customer experience of the future, and we will show how to leverage AI tools to differentiate yourself and future proof yourself in a world of hyperintelligent customer services and sales applications.

Meet the experts face to face.