Customer Management Practice

January 01, 2018

Alabama, United States

1-800-882-8684

Our Analysts

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
Principal Analyst & Managing Editor

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
Senior Analyst & Conference Director

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
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 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
Research Development Analyst

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.

Max Ribitzky
Head of Commercial Research, Director of Business Development

Max Ribitzky leads commercial markets research across CMP portfolios. This body of research helps CMP key partners – from leading enterprise IT vendors, startups and top professional service providers - create and execute a go-to-market strategy, craft branding campaigns, articulate a value story and position a differentiated message across channels, as well as manage sales process design to increase win rates, and navigate complex market and buyer life cycle challenges. Max contributes to our special reports series and speaks regularly about digital transformation, human capital management and emerging technologies. In addition, Max oversees global business development for the Customer Management Practice, including key accounts management, sponsorship and digital partnerships across the Practice.