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.