Michael DeSalles
Login to view DISC.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.
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