Omer Minkara is the vice president and
principal analyst leading the contact center and customer experience management
research.
In his research, Omer covers the best practices
and emerging trends in the technologies and business processes used to enhance
the customer experience across all channels (e.g., social, mobile, web, email,
and phone). Omer’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.
Omer has a strong finance background with significant international
experience. Prior to joining Aberdeen Group, he was an auditor at PricewaterhouseCoopers
in the European region. Omer has an MBA degree from Babson College, where he
participated in the launch of a technology company, creating a customer
acquisition and engagement strategy, while also developing all the operational
and financial forecasts for the enterprise.