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Cloud Services, Digital Transformation Industry Manager | Latin America

Ignacio Perrone

Ignacio Perrone is an industry expert with more than 15 years of experience in the Information and Communication Technologies (ICT) sector. Perrone currently serves as Digital Transformation Industry Manager at Frost & Sullivan in Latin America, responsible for the management of regional market intelligence studies and strategic consulting projects, assisting global and regional telecom service providers and value chain participants. In addition to its client-facing role, Perrone also participates in the most important events in the region as speaker, moderator and panelist, and contributes to Latin American and international media vehicles with articles and industry-related statements. His experience encompasses consulting projects related to market size in terms of Telecom and IT services, customer insights, solutions/services trends by vertical, enterprise mobility, M2M and VAS. Prior to this role, Perrone worked for Logicalis (Argentina), AIM (Argentina), the Yankee Group (USA) and Pyramid Research (USA). Perrone holds a BA in Sociology from the University of Buenos Aires, a Master’s Degree in Economic Sociology from UNSAM (Buenos Aires), and an MBA from the Di Tella University (Buenos Aires).


TelesemanaConectividad: los desafíos de proveer un servicio invisible
TelesemanaO desafio chave das telcos: como seguir sendo relevante?
Nearshore AmericasTechnology and Education: Calling for Two Forces to Come Together in Latin America

Top Mentions:

La NaciónInteligencia artificial: ¿cómo modifica la vida cotidiana?
La Nación –  ¿Cómo medir el impacto en el PBI de la inteligencia artificial?
BNAmericasLa transformación debe ser total para aprovechar IoT
Infotech LeadWill Brexit prompt CIOs to revise IT investment?
BBC Mundo –  ¿Cómo ganan las compañías de teléfono cuando usamos el celular en el extranjero?


Interview CIC Brasil
3 Level Summit
Andicom 2014

Information & Communications Technologies, Research Director | Latin America

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).


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


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

Internet of Things (IoT) Global Research Director

Dilip Sarangan

Dilip Sarangan is the Global Research Director for Internet of Things (IoT) at Frost & Sullivan. With over 10 years of marketing and consulting expertise, his areas of coverage consist of The Internet of Things and Machine-to-Machine Communications, Physical and Cybersecurity, Mobile & Wireless Solutions, as well as Consumer & Enterprise Mobile Devices (smartphones, tablets, wearables).

His extensive background in enterprise and consumer applications for IoT has allowed him to collaborate and consult with leading mobile & IoT vendors such as AT&T Inc., IBM, Cisco, Verizon, Sprint, Samsung, LG amongst many others.

Dilip graduated with an MBA degree in International Marketing and Brand Management from Thunderbird School of Global Management.

Top Mentions:

Reuters Number of IoT devices to top 45bln by 2023: study
Internet of Things Institute IoT Regulation: Disarming a Ticking Security Time Bomb
Internet of BusinessSamsung launches data monetization service for IoT device manufacturers
MediaPost45 Billion Connected Devices Projected

Connected Work, Vice President | Global

Elka Popova

Frost & Sullivan Connected Work & Digital Experience Vice President and Senior Fellow, Elka Popova, has 15 years of market analysis and strategic consulting expertise, with a focus on enterprise communications and next-generation technologies.

Elka’s experience spans across a broad range of industry sectors, with a particular focus on areas such as Enterprise Telephony and Messaging, Unified Communications and Collaboration, Hosted/Cloud-based Communications and SaaS, as well as SIP trunking and VoIP access services.

In addition to her extensive knowledge in various enterprise communications technologies and markets, clients are appealed by Elka’s ability to leverage a broad set of qualitative and quantitative analytical tools to develop comprehensive and in-depth market, product and competitive analyses.

Elka holds a Master’s Degree in Internation Management from Thunderbird, School of Global Management, a Master’s Degree in English and American Literature and Linguistics from Kilment Ohridsky University, as well as a Master’s Degree in Financial Management from the National University of Business Administration and Economics.

Customer Care, Principal Analyst | North America

Michael DeSalles

With close to 15 years of research and analytical expertise, Michael’s select areas of industry coverage include customer care outsourcing, skills-based routing, home-based agent deployment, agent training development, and onboarding. DeSalles offers extensive knowledge in:

  • Outsourcer vendor selection for end users
  • Emerging contact center trends & technologies
  • Global outsourcing market dynamics
  • Insight into site management, supervision, and agent development.

He has experience in contact center operations, agent supervision, training, competitive sales and network routing (Cisco ICM). Michael has a B.A. degree in Economics from the University of California at Santa Barbara.


Top Mentions:

Digital Media, Senior Global Director | North America

Mukul Krishna

Meet the Analyst

Mukul Krishna is a management consulting and analysis professional specializing in technology markets with a focus on digital media. Specialties: Return on Investment for emerging technologies, Cost benefit analysis over legacy systems, Market entry and growth strategies, Industry forecasting and analysis, Mergers & Acquisitions, Business/Competitive Intelligence, Gap Analysis.

Mr. Krishna is responsible for the digital media practice at Frost and Sullivan. He is recognized as an expert and thought leader in the digital media industry and a trusted advisor to C-Level executives with deep domain knowledge and functional skill sets to tackle complex business challenges. He has analyzed, consulted, written, managed projects and presented extensively on the entire digital media ecosystem spanning content creation, management and delivery to analytics and content monetization for both enterprise and media & entertainment markets. Mr. Krishna has over 20 years of management consulting and industry expertise, which include engaging executive teams within the information and communication technologies industry to design, manage and execute on growth strategies.

Top Mentions:

Financial Express: Digital Transformation is not an IT Project but a Business Imperativ

Digital Media, Principal Analyst | North America

Dan Rayburn

Meet the Analyst

Dan Rayburn is considered to be one of the foremost authorities, speakers, and writers on streaming media technology and online video business models. An avid blogger, author and analyst, is often referred to as the “voice of the industry” and has been quoted in more than a thousand news items by nearly every major media outlet over the past twenty years. Blog ( is one of the most widely read sites for broadcasters, content owners, Wall Street money managers and industry executives in the online video sector.

Articles have been published by the WSJ, NYT, CNN, Huff Post, Fortune, Business Insider, Gizmodo and has been interviewed on Bloomberg, FOX Business, CNN, CBS, CNBC, and NPR amongst others. Due to expertise in the content delivery market, has also received invitations to speak as a witness at hearings by both the U.S. Senate and U.S. House of Representatives on topics pertaining to net neutrality, telecom mergers and content delivery architectures. A sought-after expert in patent cases involving video technologies and due to military background is a technical advisor to various DoD agencies. Has presented at more than a hundred conferences and has authored/co-authored eight streaming media related books. Founded one of the industry’s first live webcasting production companies, sold to telecom provider for $70M in the dot com era.

Top Mentions:

Wired: An App That Lets You Watch All Your Movies In One Place—Finally
Wired: Want A Look At Netflix’s Future? Follow The Anime


Interview CNBC: Apple will sell more iPhone X models than Iphone 8 line
Interview CNBCRoku’s ultimate

Digital Transformation, Principal Analyst | North America

Nancy Jamison

Meet the Analyst

Nancy Jamison is a Principal Analyst at Frost & Sullivan with more than 30 years of experience, spanning product marketing and management, market analysis and strategic consulting, with a focus on Contact Center and Speech Technologies. Particular expertise in: supply and demand-side quantitative market research and analysis, product management, marketing, pricing and competitive analysis, new market expansion strategies, and partner development programs for vendors.

In addition, she has 13 years of experience in a major contact center vendor’s product management and marketing department, contact routing infrastructure and applications, IVR/Speech self-service, Speech Technologies, social customer care, and multi-channel and proactive customer care.

Top Mentions:

Smart Action: Three Glaring Reasons to Upgrade Your Voice Self-Service
IoT Now: Omnichannel solutions that drive customer contact digital transformation vital for success, finds Frost & Sullivan

Industry Principal, Customer Experience Research

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.

Knowledge Partners & Speaking Engagements

Frost & Sullivan is proud to be partnering with leading trade associations and best-in-class event organizers for the Digital Transformation Industry. Our regional teams support your marketing activities with latest market research, bring your delegates up-to-date by presenting latest industry developments and take pride in promoting your conference or association to our clients.