Customer Management Practice

January 01, 2018

Alabama, United States


Leadership Team

With a ton of personality, energy and experience, we are a team passionate about the customer management industry. We frequent group lunch orders and pow wow meetings, to get things done.

Michael DeJager
Principal Analyst & Divisional Director

Michael DeJager is a Principal Analyst and Divisional Director with the Customer Management Practice. His research and events primarily focus on the service design sector, which include the Service Design Week and Design Thinking annual programs. Michael joined the Customer Management Practice in October 2016.

Fun Fact: Despite Michael’s Oklahoma roots, he maintains an obsession for fine dining, outrageous hospitality, travel and martinis.

Gahwui Kim
Marketing Director

As the Marketing Director for the Customer Management Practice, Gahwui oversees the marketing strategy for the entire practice including demand generation, lead management, content strategy, email, social media marketing, pricing, loyalty, branding, promotions, advertising and more. With 6+ years of marketing experience at IQPC, she’s personally managed the marketing strategy for the company’s flagship event “Customer Contact Week (CCW)” growing it significantly over the last few years and now she manages a team of 6 marketers specifically dedicated to the practice with an aim to grow.

Fun Fact: She spent 5 years of her childhood in Cardiff, Wales and used to speak Welsh!

Mario Matulich
Executive Director

As Executive Director of IQPC's Customer Management Practice, Mario oversees the cross functional leadership team responsible for our cutting edge market research, reporting, industry specific large scale events, digital engagement platforms, and c-level, invitation-only exchanges, exclusively focused on serving the ever-evolving and continuously improving customer management sector. Our clients include customer management practitioners at the enterprise level in addition to the solution providers that support them. Our sub sectors include Service Design, Customer Experience, Customer Delivery, and Customer Contact, all graciously supported by our industry leading advisory boards.

With 13+ years of experience at IQPC, Mario regularly appears on stage at our events to address the industry with stats from our marketing research reports to help our network prepare now and for the future.

Fun Fact: The son of a NYC Firefighter and graduate of the college prep school for boys, Chaminade High School, he went on to play college baseball at Oklahoma State University and professional baseball for the Cleveland Indians Organization

Max Ribitzky
Head of Commercial Research, Director of Business Development

Max Ribitzky leads markets and vendor research on customer experience trends and strategy. He contributes to our special reports series and speaks regularly about digital transformation and emerging technologies, human capital management and design thinking. In addition, Max oversees global business development for the Customer Management Practice, including key accounts management, sponsorship and digital partnerships across the Practice.

Max has 12 years of experience in communications, digital project management, training and business development, and previously had run business development for our Berlin, Germany office.

Fun Fact:You can often find him sailing a small, 24’ keelboat amongst some of the world’s largest cruise ships on Manhattan’s Hudson river.