About Omer

Omer Minkara is the VP & Principal Analyst leading the Contact Center & Customer Experience Management research within the Aberdeen Group. In his research, Omer covers the Best-in-Class practices and emerging trends in the technologies and business processes used to enhance the customer experience across multiple channels (e.g. social, mobile, web, email and phone). Omeri's research is widely consumed by senior-level Customer Care, Contact Center, Sales, Marketing, IT and Service executives. He has published numerous industry research papers, which are used by worldwide executives to build and nurture strategic customer engagement programs. Omer also speaks frequently with global decision makers to discuss their contact center and customer management activities. Linked In URL: http://www.linkedin.com/in/omerminkara Twitter handle: @omerminkara