Michael DeSalles

Reviewer
DISC Type : Ci

Principal Analyst at Frost & Sullivan

San Antonio, Texas, United States

Overview

Michael DeSalles is a Principal Analyst at Frost & Sullivan, where he is a recognized thought leader on customer experience (CX) and contact center technologies. Leveraging extensive prior experience at AT&T and a B. A. from UC Santa Barbara, he analyzes emerging trends like BPO, nearshoring, AI, and work-at-home agents for the North American market.

He is a frequent speaker at industry events and travels for his work, including trips to Central America to analyze the global outsourcing market. He is a prolific writer, contributing to industry reports, white papers, and podcasts on the evolution of customer care.

An interesting fact: Michael has been tracking and analyzing the customer care and BPO market for over 15 years, giving him a deep historical perspective on its evolution.

Personality Overview

Challenger

Late Adopter

Persuasive & Assertive

They can sound friendly and charming but can quickly change gears to become inquisitive and probing.  They are generally good communicators and can be hard to convince. They often ask many questions and rely heavily on information and documentation.

Topics They Care About

CX Outsourcing
A core focus of his analysis at Frost & Sullivan, covering BPO, nearshoring, offshoring, and global market dynamics.
AI in Contact Centers
Frequently writes and speaks about the impact of conversational AI, automation, and virtual agents on customer service and operational efficiency.
Work-From-Home Agents
Covers the deployment and management of remote agent workforces, a key trend in the BPO industry that he has tracked for years.

Media Appearances

A Frost & Sullivan White Paper Excerpt – Michael DeSalles, Principal Analyst. Featured in Frost & Sullivan

See Now

Work History

12-2005
Principal Analyst at Frost & Sullivan
11-1980 - 12-2005
Sales Support Manager, Trainer,Coach, Team Leader, Center Manager, Network Routing Manager at AT&T

Education

1973 - 1977
B.A. from UC Santa Barbara

More Information

Social Presence :

Prographics :

Exp : 45 Location : San Antonio, Texas, United States Job Level : Senior Designation : Principal Analyst at Frost & Sullivan
URL has been copied!

Insights For Selling To Michael

During A Call Or A Meeting

DO's

  • Help them understand the risk aspect fully while inspiring confidence
  • Invite them for a social do but don’t rely solely on the relationship
  • Be prepared for a lot of questions, answer them objectively

DONT's

  • Don’t brush off any concerns, take all questions seriously
  • Avoid making offhand commitments
  • Don’t rely excessively on your relationship with them to win the deal

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Michael is

  • Clear proof of product value matters to them, followed by others' testimonials and rapport.
  • Will you ever get a clear answer from Michael

  • They are practical and friendly, don't expect a clear-cut response often.

Insights For Deal Planning

    How fast (or slow) will Michael move?

  • They like to perform full analysis and can take time to make any decision.
  • Can Michael take some risk or not?

  • They systematically evaluate all decisions and are unlikely to take many risks.

You And Michael

Personality Compatibility


Other Frost & Sullivan Employees

Explore more public profiles from related professionals at the same organization.

More Profiles

Discover additional public profiles from our index.

Search more profiles

Looking for someone else? Search here for anyone.

Or visit Humantic AI to know more.