Gartner Expert

Brian Patrick Manusama

Sr Director Analyst

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

Serial Enterpreneur of several CRM Startups


Atos (Origin)

Vice President CRM and BI


Vice President Customer Service and Support

Areas of coverage

Artificial Intelligence

CRM Strategy and Customer Experience

Customer Service and Support Technology

Service and Support Strategy and Leadership

Service and Support Channel Strategy and Execution


Bachelor of Business Administration

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Top Issues That I Help Clients Address

1Developing your Customer Service and Support Strategy

2Selecting the right Customer Service and Support Technology

3Selecting, Building and Deploying Your AI Conversational Platform; Chatbot and Virtual Assistant

4Building Your Customer Experience Strategy

5Delivering upon your Customer Experience Strategy