Contributors
Anastasia Milgramm
Anastasia recently joined the CCC team and looks forward to helping the team craft new best-practice insights. She will be diving into a number of projects – including a study on customer segmentation strategies. Anastasia recently moved to the DC area from NYC, where she was an Associate at a leadership strategy services firm. In her free time, she enjoys hiking (and continually being mesmerized by the green space/prevalence of nature in DC!), checking out new restaurants & trying new food, and exploring her new city.
Brad Fager
As a research analyst, Brad spends most of his time supporting members who participate in any and all offerings from CCC’s survey portfolio – especially CCC’s ever-popular Benchmarking Survey. He views every new participant as an open door to help great companies become even greater. Like many other members of the research team, Brad enjoys riding through the D.C. area for his commute to work. Brad also has a passion for playing golf on the weekends, but it’s certainly no coincidence that come spring-time he tends to have an abnormal number of afternoon “doctor’s appointments.”
Chris Herbert
Chris Herbert is on the Client Solutions team for CCC's European members and is based in the London office. He previously managed the CCC's Benchmarking desk while in the D.C. office and in an earlier life worked as both a technical support representative and a contact centre support & technology analyst in the human resource industry. Chris is a self-described "wanna be techie" and early adopter but prefers to think of himself as a Net Native . He used to be a more active blogger but admits that Twitter now consumes more of his attention. A perfect day would be at a small coffee shop, listening to good music, and catching up on the week's events with his favorite newspapers & magazines.
Matt Dixon
Matt Dixon is Managing Director of the Sales & Service Practice of the Corporate Executive Board (CEB) in Arlington, VA. In this capacity, he has management responsibility for the Customer Contact Council and its sister program, the Sales Executive Council, which together serve more than 1,000 customer service and sales organizations globally. As Managing Director, Matt has overseen dozens of original quantitative and qualitative research studies of customer service and sales and has presented to hundreds of senior executives and management teams around the world, including those of many Fortune 500 companies, on issues ranging from customer service strategy to sales productivity.
Dalia Naamani-Goldman
Dalia is an associate director with CCC. Her areas of particular interest include methods for tracking and driving customer loyalty, analysis and use of voice of the customer data, and the impact of the customer service experience on overall business financials. In her free time, she enjoys art museums, walking tours, public transportation, and volunteering with kids with developmental disabilities.
Saurav Das
Saurav is a research analyst with our Sales, Marketing and Communications practice, based out of the India office. His focus area of work is around global marketing initiatives and communications planning. In his spare time, he likes to travel, catch up on Neil Gaiman & Terry Pratchett and expand his movie collection.
Eric Braun
Eric Braun is a Managing Director at the Corporate Executive Board, responsible for guiding research and content development in the areas of Sales, Marketing and Communications. He has published numerous studies on topics ranging from customer-orientation to reputation management and has counseled executives at Fortune 500 and FTSE 100 companies. Prior, Eric led the Communications Executive Council from its inception. He has also led research for CIOs and Heads of Corporate Strategy.
Latika Mahajan
Latika is a senior research analyst with our India-based team. She is currently involved in new media projects across the sales, marketing and communications practice. A theater buff, she polishes her communication and acting skills by observing human behavior and communication styles. If she is not enacting a situation somewhere, then you might catch her planning trips across Asia to collect fodder for acting and magnets for her fridge!
Lauren Pragoff
A CCC research consultant, Lauren has been with the team since 2004. At work, she particularly enjoys discussing IVR best practices and the endless benefits of remote rep programs. Lauren’s non-work activities include traveling abroad (when the budget allows), reading (just about anything), creating big messes in the kitchen, and teaching her daughter to crawl. She also enjoys conversations that begin with: “You work with call centers? Why can’t I just talk to a real person?”
Lara Ponomareff
Lara is a Project Manager who directs CCC’s research program and has a passion for improving the customer experience. She thinks it’s especially fun when she can find solutions that help both the company and the customer. Lately, she’s been thinking about the talent profile of top-performing reps, and how that profile may have changed over the past few years. When she’s not on the phone with members or thinking about CCC’s next big research initiative, you can find Lara training for her next century bike ride (that’s a hundred miles, folks!), scoping out D.C.’s restaurant scene (Rasika is tops on her list), or volunteering with local non-profits.
Matt Lind
Matt is a research analyst and enjoys working with CCC members to address a variety of challenges, particularly those concerning technology and its impact on the customer experience. A native of Chicago and lifelong Blackhawks fan, Matt can occasionally be found supporting his adopted hometown team, the Washington Capitals. He also enjoys exploring DC, but still struggles with the humid summers and lack of snow during winter.
Neha Ahuja
Neha is an Analyst with the Sales, Marketing and Communications practice in our India office. She works across topics in sales and marketing and has explored issues around sales metrics and global marketing campaigns.
Priyanka Kaushal
Priyanka is an Analyst with our Sales, Marketing and Communications practice, based out of the India office. She works on topic areas ranging from proactive customer service to contact center technologies. Outside the office, Priyanka likes to travel to new places, discover new restaurants and write silly limericks.
Pete Slease
Pete Slease, who came to CCC after almost ten years of leading a contact center, is a Member Advisor, guiding members on topics such as strategy, coaching, loyalty & costs savings. Pete works with members one-on-one and one-to-many, and holds sessions virtually, as well as live. When he's not working with members, Pete enjoys spending time with his beautiful wife and daughters, watching all kinds of sports (he's retired from most physical activity these days), and continuing his passion for music.
Rick DeLisi
Rick has spent the past five years traveling the globe to facilitate live meetings and interactive seminars in the US, Canada, UK, Europe, Australia and South Africa. (His travel schedule is so extreme, he literally puts the “freak” in frequent flyer!). Prior to becoming an Executive Advisor, he worked for more than 10 years in the airline and hospitality industries—specializing in customer communications and media relations.
Nick Toman
Nick serves as the SEC’s Research Director, leading an incredible team of researchers and consultants in the pursuit of the right approaches to managing the sales function, contrary or dissonant as those truths may be. Prior to leading the SEC’s research team, Nick spent several years leading the Customer Contact Council, which works with heads of customer service. Can’t find Nick at work? He’s probably gone fishing, no joke.
Vineet Arora
Vineet is a senior analyst with our Sales, Marketing and Communications practice, based out of the India office. He has worked on a wide variety of topics that include new product development, open innovation, social media, marketing campaigns, and communications planning. In his spare time, Vineet likes surfing the internet and exploring new places.
Judy Wang
Judy is one of the newest research analysts on the CCC team. A graduate from Vanderbilt University with degrees in Economics and Political Science, her previous experience include research and consulting work in government. Here at CEB, she will be working on several topics, including projects dealing with customer experience and offshoring/outsourcing. In her spare time, Judy enjoys traveling (and adding postcards to her current collection of 250+), playing tennis, and reading the Economist religiously.
