Analysts at the Customer Management Practice are topic experts within the sectors they focus on. Their day consist of speaking to the market, writing content, and guiding the conference strategy.
Brian Cantor is the Principal Analyst for the Customer Management Practice. In his role, Brian leads all customer experience, contact center, technology and employee engagement research initiatives. Citing this proprietary research, Brian authors CMP’s series of special reports. Additionally, he serves as managing editor and director for CCW Digital, which is the largest web publication and community for customer experience professionals. CCW Digital’s articles, commentaries, infographics, executive interviews, webinars and online events reach a community of over 140,000.
Nadia Chaity is a Senior Analyst supporting Customer Delivery and Customer Experience Sectors with the Customer Management Practice. Nadia specializes in covering supply chain operations - that is, everything from retail cross-channel fulfillment to logistics and transportation. She also covers innovative CX strategies to drive profitability at all levels of the company. She’s passionate about providing high quality, cutting edge events to understand the complex profile of consumers and how business can tap directly into their habits, aspirations and attitudes.
Michael DeJager is a Principal Analyst and Divisional Director with the Customer Management Practice. His research and events primarily focus on our design and innovation sector, inclusive of the Design Thinking, Service Design and Experience Design programs. As the fastest growing Customer Management Practice sector, Michael manages a team of analysts influencing the strategy and content curated for the future of CX viewed through the lens of design and innovation methods. Michael is frequently called upon to speak about the many insights generated by the Design & Innovation group. Michael joined the Customer Management Practice in October 2016.
Sandy Ko is a Research Development Analyst with the Customer Management Practice (CMP). She provides analysis on the Customer Experience landscape and produces quality content to execute high caliber events. Prior to joining the Customer Management Practice, she managed events in the healthcare industry.