Customer Experience & Customer Contact

Juan Manuel González

Juan Manuel González serves as Research Director within Frost & Sullivan’s Digital Transformation business unit. He focuses on Contact Centers, BPO, Unified Communications & Collaboration Solutions areas. González has over 11 years of experience in the industry, his know-how lies in managing strategic consulting projects and regional market intelligence studies in the Enterprise Communications field, as well as monitoring emerging trends, technologies and market dynamics. González was recognized as Associate Fellow in 2015, as part of Frost & Sullivan’s Fellowship Program. Furthermore, he was ranked in the Top 50 official list of most influential Executives in Nearshoring Outsourcing in 2010 and 2011, according to Nearshore Americas. He holds a Bachelor’s Degree in Political Science (Cum laude) and a Master’s Degree in International Economic Relations from the University of Buenos Aires (Argentina).

Articles:

Nearshore Americas – Call Centers in Latin America: Soon to Be Irrelevant?
Nearshore Americas – Top 10 BPO Trends and Business Priorities for 2017
Nearshore Americas – Top Customer Experience Management Trends for Latin America in 2016
Nearshore Americas – Hot Tips for Latin American Outsourcing Providers in 2015
Nearshore Americas – Will Paraguay Be the Next Star in Latin American BPO?

Top Mentions:

Finance TnT – People Are Complaining About Their Banks Much More than Last Year
Call Center News – Juan Manuel González, Frost & Sullivan: “Las 10 prioridades para América Latina en 2017”
Exame –  Aplicativo de emprendedor canadense quer o fim do e-mail
CC Sur – América Latina: el sector de las telecomunicaciones ante la transformación digital

Videos:

The Future of Latin America
Cloud, Video and Contact Centers in Latin America
Panorama y tendencias claves que impactarán en la industria de BPO
Lavisión de Frost sobre la industria del contactcenter en América Latina

Sebastian Menutti

Functional Expertise
8 years of consulting and research expertise in the Information and Communications Technologies industry in Latin America.

Particular expertise in:

• Market research reports & participating in consultancy projects.
• Monitoring emerging trends, technologies and market dynamics.
• Thought leadership, press releases and articles.

Industry Expertise
Experience base covering the Information and Communications Technologies industry in Latin America.

• Business Process Outsourcing (BPO)
• Customer Relationship Management (CRM)
• Unified Communications & Collaboration (UC&C) & Connected Work.
• Communications as a Services (CaaS)
• Telecommunications.

What I bring to the Team

• Strategic Analysis & Planning Capabilities
• Strong Methodology Basis.

Career Highlights

• Played a prominent role in consulting projects for CANTV (Venezuela), Bain Capitals, Atento, Teleperformance, Genesys, Interactive Intelligence, Contax and Avaya, among other companies.
• Interviewed and quoted several times in regional and international publications.
• A frequent speaker at international industry events.

Education

Bachelor in Political Science from Universidad de Buenos Aires, (Argentina).

Krishna Baidya

Functional Expertise
More than 15 years of industry research, consulting and marketing experience, including 10 years in the ICT sector. Particular expertise in:

-Analyzing market dynamics and highlighting future trends
-Strategy and corporate planning
-New business opportunity, market strategies, channel and partner development and growth strategies

Industry Expertise
Experience base covering broad range of sectors, leveraging long-standing working relationships with leading industry participants’ Senior Executives

-Customer Experience Technology, Contact Center, Outsourcing
-Office of the Future, Wearables, Internet of Things (IoT), Big Data Analytics (BDA), Connected Industries
-Unified Communications & Collaboration, Enterprise Software

Recent Reports/projects worked on

• Market engineering reports: Asia-Pacific contact center applications, Hosted/ Cloud contact center, Contact center outsourcing, Customer analytics market
• Buyer’s guide report: Hosted/ Cloud Contact center market
• Growth consulting projects for global/ regional contact center solution vendors/ outsourcers
• Thought leadership roadshows – global customer interactions management vendor
• Customer experience benchmarking study – Malaysia, Singapore, Indonesia
• QBR presentations to client partner’s global/ regional leadership team
• Number of whitepapers and webinars for leading vendors

Career Highlights

• Pitched for, won, and led significant research and strategic consulting projects
• Widely quoted in prestigious on-line, print and broadcast media
• Held leadership positions in firms in different businesses
-Drove business planning activities across the region for a multi-faceted telecom group
-Held overall business responsibility for Singapore operation for an innovative Dutch start-up

Education

-MBA (Finance & Marketing) from University of Illinois, Chicago, USA
-B.Tech (Mechanical Engineering) from Indian Institute of Technology, Chennai, India

Sherrel Sonia Roche

Sherrel Sonia Roche is an Industry Principal with Frost & Sullivan’s Customer Experience Research team since 2018. She has 15+ years of market research and consulting expertise, which include 9 years of practice in ICT industry. She specializes in product and vertical market analysis, competitor strategy analysis, channel and partner ecosystem analysis, ICT market sizing and demand analysis, sales and marketing support, analyzing market opportunities and challenges and growth consulting. She has delivered several syndicated research studies while being a part of various consulting projects in relation to business process management and customer experience outsourcing services markets.