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Contributors

Rick DeLisi

Rick DeLisi Rick DeLisi is a Senior Director with the CEB Communications Leadership Council, the world's leading research and executive education network for corporate communications professionals. Based at CEB's headquarters in Washington, D.C., Rick specializes in delivering live research presentations, facilitating interactive seminars and conducting executive retreats for communications professionals across the globe. Over the past four years, he has led workshops in locations including New York, London, Paris, Berlin, Sydney, Johannesburg and even Las Vegas on topics including the value proposition of the communications function, stakeholder engagement, corporate branding, crisis communications, social networking and process-oriented consultative problem solving. Prior to his work with CEB Communications, Rick spent more than a decade in the field of corporate communications, primarily in the airline and hospitality industry. He was formerly on the board of directors member of the Public Relations Society of America Travel and Tourism section. Rick also has considerable experience in broadcast journalism and TV documentary production. He received a BS in Communications from the S.I. Newhouse School of Public Communications at Syracuse University, and is a past winner of the national CableAce award for excellence in local TV programming, as well as several Associated Press broadcast awards for outstanding achievement in news and feature reporting.

Priyanka Kaushal

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 Pete is a Senior Director with the Customer Contact Council of the Corporate Executive Board. In his role, Pete provides support to member executives identifying and applying insight to address their most critical customer-facing challenges. Pete provides advice for executives in the Customer Contact Council across a number of critical decision areas, including: strategy, planning, talent management, issue resolution, loyalty and channel management. Pete joined the Corporate Executive Board in 2007 after spending nine years in a financial services contact center, ultimately leading the commercial & retail centers. Pete received a Bachelor of Arts from the University of Notre Dame and a Masters in Teaching from the University of Portland. Pete lives in Wilmington, Delaware.

Neha Ahuja

Neha Ahuja 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.

Matt Dixon

Matt Dixon 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.

Mark Dauigoy

Mark Dauigoy Mark Dauigoy is an Executive Advisor within the CEB Customer Contact Leadership Council. He is responsible for delivering and tailoring CEB Customer Contact insights to fit the unique needs of customer service leaders and their organizations. Prior to working at CEB, Mark worked as a sales consultant for a small consulting firm in Arlington, VA. Mark received his bachelor's degree in Business Administration from Georgetown University.

Lauren Pragoff

Lauren Pragoff Lauren is a Director with the Customer Contact Council of the Corporate Executive Board (CEB). In her role, Lauren conducts original research and provides customized advice to member executives to address their most critical customer contact-related challenges. Lauren consults with executives of the Customer Contact Council across key decision areas including: quality assurance and coaching, service-to-sales, IVR technology, remote agent programs, and the customer experience. Lauren joined the Corporate Executive Board in 2004. She received a Bachelor of Arts from Davidson College and lives in Warrenton, Virginia.

Latika Mahajan

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!

Lara Ponomareff

Lara Ponomareff Lara is the Practice Manager at CEB. She currently heads up the CEB Customer Contact's research, advisory and engagement teams. As Practice Manager, Lara oversees the program’s original quantitative and qualitative research studies and works with hundreds of senior executives and management teams around the world, on issues that address their most critical customer contact-related challenges to improve the customer experience while maintaining cost efficiency. Lara has been with CEB since 2007. She lives in Washington, D.C.  When she's not traveling the globe to speak with contact center executives or working on CEB Customer Contact's latest research project, you can find Lara enjoying long-distance bicycling or planning her next trip to a far-flung corner of the world.

Eric Braun

Eric Braun 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.

Emily Brill

Emily Brill Emily is a research analyst for the CEB Customer Contact Leadership Council. In her role, she contributes to original research projects and impacts members through discussion forums, blog posts, and research calls.   Emily joined the CCLC team in 2013 after graduating from the University of Pennsylvania with a degree in economics.  In her free time, Emily enjoys tasting her way through DC and traveling to both new and familiar places.

Chris Herbert

Chris Herbert Chris is an Associate Director with the Customer Contact Council of the CEB. In his role, Chris advises senior executives & their teams from the UK, European and South African regions, for both B2C and B2B organisations. He provides advice for executives in the Customer Contact Council across a number of critical decision areas, including: customer experience, talent development, multi-channel strategy and customer loyalty. Chris joined the CEB in 2006, starting on the CCC research team leading the Annual Operational Cost, Productivity and Quality Benchmarking before moving to Sales Product Support in the London office and now as an Executive Advisor for EMEA. Prior to CEB, he worked in the call centre industry for a large payroll & HR outsourcing company in the hardware & software support centre and in their Workforce Management Reporting areas. Chris received a Bachelor of Arts from the Colorado College and a Masters in Business Information Systems from the Rochester Institute of Technology. Chris lives in London, UK.

Carol Shin

Carol Shin Carol Shin is a research consultant with the CEB Customer Contact Leadership Council.  Since joining CEB, Carol has focused her research on talent management and customer effort.  She enjoys working with the research team to develop research for CEB Customer Contact’s Annual Executive Retreats, as well as webinars and other studies. Prior to joining CEB, Carol did research at Yale University in behavioral economics.  She has an MBA from the Yale School of Management and degrees in economics and psychology from George Mason University.  In her spare time, she enjoys training for local races and cycling events.

Brad Fager

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.”

Aparajita Mazumdar

Aparajita Mazumdar Aparajita is an Analyst with the Sales, Marketing and Communications Practice in our India office.

Devin Poole

Devin Poole Devin Poole is an Executive Advisor with the CEB Customer Contact Leadership Council. He supports senior executives at inbound service organizations to build and execute strategies to drive results such as loyalty, talent development, and cost efficiencies. Devin has delivered sessions to members in many different formats and in varying group sizes. Through his work with CEB he has gained global experience supporting members most recently in the Asia-Pacific region based out of our Australian offices. Prior to joining CEB in 2006 Devin worked in customer service in the tourism industry specializing in client education. Devin lives in Chicago, IL.