Eric Braun is a Managing Director at CEB, 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.
CEB Sales & Service‘s proprietary research yields insights that upend conventional wisdom and change the way sales and customer service executives address long-standing and emerging business challenges. CEB’s actionable data, proven best practices, and advice helps our global network of clients drive improved sales productivity and improve the customer experience in their organizations.
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 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, an executive director of strategic research at CEB, has an unrelenting drive to find the answers to questions senior executives often take for granted. For more than 15 years, Matt has worked to uncover the truth behind many pillars of conventional wisdom in sales and customer service, often overturning long-held assumptions that are costing companies dearly in terms of wasted money and lost market opportunity.
Jonathan serves as a Research Coordinator in the Sales, Marketing, and Communications Practice. In his role he supports CCC with internal and external communications and research. Jonathan is a recent graduate of The George Washington University where he majored in International Affairs focusing in Conflict and Security and International Politics. With a background in, among other things, the food industry, Jonathan continues to explore the burgeoning DC ethnic food scene.
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!
A Research Director, 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), and creating big messes in the kitchen. She also enjoys conversations that begin with: “You work with call centers? Why can’t I just talk to a real person?”
Lara is CEB Customer Contact Leadership Council’s Practice Manager and oversees its research and advisory teams. From her first foray into the customer contact function (via a study on issue resolution) to today, Lara’s expertise spans everything from customer loyalty and segmentation to web self-service to coaching and culture. 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, or planning her upcoming getaway vacation.
Neha is an Analyst with the Sales, Marketing and Communications practice in our India office. She has more than five years of experience in conducting strategic research on business challenges through the lens of the sales, marketing, and service functions. Research focuses on yielding insights that upend conventional wisdom and change the way executives address long-standing and emerging business challenges. Some of the topics she has worked on include coaching, integration of analytics with traditional market research, sales and service organizational structures, and communication through social media.
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, 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 three children, watching all kinds of sports (he's retired from most physical activity these days), and continuing his passion for music.
As a senior director and executive advisor for CEB, Rick loves speaking to audiences that include members of all corporate departments, as he believes the customer service and communications functions in many companies have been historically underappreciated and undervalued for their strategic potential.
Judy is a 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.