Leadership
Trusted And Proven Customer Experience Leadership
Our Team
Meet The Leaders Of CCMC
Scott M. Broetzmann
President, CEO & Co-Founder
Scott’s creed for creating an extraordinary customer experience is simple: invest in those actions that lie at the intersection of increased customer loyalty and a favorable return on investment.
Over the past 35 years, Scott has been empowering marketplace leaders from all industries to deliver a more profitable customer experience by helping them leverage good science.
As he sees it, good science isn’t about just keeping score or chasing a number. Good science consists in using the voice of the customer to compel those actions that yield the best ROI for improving the customer experience.
Having collaborated with more than 500 companies, worldwide, in nearly every sector, Scott has a well-rounded, results-focused, and practical perspective on how to make the leap from measuring to managing the customer experience.
A social scientist by training – in the disciplines of Social Psychology and Communication – Scott has a special affection for data, applied analytics, and the value of a fact-based approach to engineering a better customer experience. A pragmatic business analyst by vocation, he believes that the secret sauce for realizing customer experience profitability is motivating managers to translate the voice of the customer into a business case.
As Scott often remarks, “data doesn’t take action – people do.” Scott’s forte is helping companies translate voice of the customer survey data into effective, actionable business plans. An emerging thought leader, Scott’s work and perspectives are routinely featured in the national and international conversation about the customer experience.
You might read about his views in The Wall Street Journal, The New York Times, The Washington Post, USA Today, Business Week, Forbes, or Money. Or perhaps you might see his work referenced on CNN, MSNBC, or CBS News.
Scott lives in Alexandria, Virginia with his wife, Jennifer, and their three children, Ellen, Elizabeth, and Benjamin.
Having collaborated with more than 500 companies, worldwide, in nearly every sector, Scott has a well-rounded, results-focused, and practical perspective on how to make the leap from measuring to managing the customer experience.
A social scientist by training – in the disciplines of Social Psychology and Communication – Scott has a special affection for data, applied analytics, and the value of a fact-based approach to engineering a better customer experience. A pragmatic business analyst by vocation, he believes that the secret sauce for realizing customer experience profitability is motivating managers to translate the voice of the customer into a business case.
As Scott often remarks, “data doesn’t take action – people do.” Scott’s forte is helping companies translate voice of the customer survey data into effective, actionable business plans. An emerging thought leader, Scott’s work and perspectives are routinely featured in the national and international conversation about the customer experience.
You might read about his views in The Wall Street Journal, The New York Times, The Washington Post, USA Today, Business Week, Forbes, or Money. Or perhaps you might see his work referenced on CNN, MSNBC, or CBS News.
Scott lives in Alexandria, Virginia with his wife, Jennifer, and their three children, Ellen, Elizabeth, and Benjamin.
David Beinhacker
Chief Research Officer & Partner
David’s methodological prowess, coupled with a passion for innovative analytics, is helping leading companies get the most from their investment in listening to the voice of the customer.
David has an aptitude, the skill set, and a penchant for bridging the proverbial gap between the science of the customer experience and business acumen.
As he sees it, complex statistics and mathematics don’t have much value if they don’t genuinely shape decisions and actions that improve the customer experience.
Possessing a rare talent for fashioning business cases from survey results, and demonstrating a zeal for storytelling with complex data, David is helping blue chip companies improve their customer experience ROI.
His skills in bringing data to life have been honed over a decade of practical experience, working with some of the best and most admired corporations from more than a dozen sectors.
David lives in Alexandria, Virginia with his wife Christine and their daughter Helena.
David has an aptitude, the skill set, and a penchant for bridging the proverbial gap between the science of the customer experience and business acumen.
As he sees it, complex statistics and mathematics don’t have much value if they don’t genuinely shape decisions and actions that improve the customer experience.
Possessing a rare talent for fashioning business cases from survey results, and demonstrating a zeal for storytelling with complex data, David is helping blue chip companies improve their customer experience ROI.
His skills in bringing data to life have been honed over a decade of practical experience, working with some of the best and most admired corporations from more than a dozen sectors.
David lives in Alexandria, Virginia with his wife Christine and their daughter Helena.
John A. Goodman
Vice Chairman
A customer experience researcher, innovator, and entrepreneur.
A co-author of the 1970’s breakthrough study of consumer complaint behavior and customer service for the White House Office of Consumer Affairs, John is one of the original trailblazers of the customer experience industry. His contributions to this research overturned conventional wisdom and were instrumental to repositioning customer care as a potential profit center.
Since then, John has “written the book” on the customer experience – literally and figuratively.
Having personally directed some 1,000 customer experience studies for clients worldwide in every conceivable sector, John is an authoritative consultant in the field of customer-driven quality.
John facilitates the alliance of Service, Quality, Insights, Digital Marketing and IT to create a business case for a stellar experience that the most cynical CFO will accept.
His first book – Strategic Customer Service – offers a panoramic view of his body of work and presents a proven, practical approach for leveraging the profitability of better customer relationships.
It has been translated to multiple languages in both Europe and Asia. The new second edition of Strategic Customer Service was published by Harper Collins February 2019 and includes an enhanced section on empowerment, Voice of the Customer, technology and outsourcing.
John is also the author of Customer Experience 3.0, which focuses on why companies need to learn the benefits, pitfalls and best practices of the latest technologies to create a seamless customer experience that will improve their bottom line.
John is an engineer by training. So it’s no surprise that his approach to harnessing the benefits of a better customer experience is powered by his appreciation and skills for measuring and quantifying voice of the customer data. His motto: if you can’t measure it, you can’t improve the management of it.
The key to customer experience success is building a powerful business case for improvement. John has the unique ability to do this by triangulating the traditional data sources, such as surveys and contacts, with operational and process metrics and employee input.
Frank, straightforward and ROI savvy, John helps his clients get past the hype and find the true golden nuggets of a better customer experience. As John is often known to remark in a client briefing, “If you don’t have a headache at the end of this briefing, we haven’t done our job – you’re not working with us to make you feel good, you’re working with us to help you increase profitability.”
A highly sought-after speaker, John routinely shares his customer experience perspective with companies and organizations worldwide. John has spoken in more than 20 countries.
John and his wife Alice reside in Bethesda, Maryland.
A co-author of the 1970’s breakthrough study of consumer complaint behavior and customer service for the White House Office of Consumer Affairs, John is one of the original trailblazers of the customer experience industry. His contributions to this research overturned conventional wisdom and were instrumental to repositioning customer care as a potential profit center.
Since then, John has “written the book” on the customer experience – literally and figuratively.
Having personally directed some 1,000 customer experience studies for clients worldwide in every conceivable sector, John is an authoritative consultant in the field of customer-driven quality.
John facilitates the alliance of Service, Quality, Insights, Digital Marketing and IT to create a business case for a stellar experience that the most cynical CFO will accept.
His first book – Strategic Customer Service – offers a panoramic view of his body of work and presents a proven, practical approach for leveraging the profitability of better customer relationships.
It has been translated to multiple languages in both Europe and Asia. The new second edition of Strategic Customer Service was published by Harper Collins February 2019 and includes an enhanced section on empowerment, Voice of the Customer, technology and outsourcing.
John is also the author of Customer Experience 3.0, which focuses on why companies need to learn the benefits, pitfalls and best practices of the latest technologies to create a seamless customer experience that will improve their bottom line.
John is an engineer by training. So it’s no surprise that his approach to harnessing the benefits of a better customer experience is powered by his appreciation and skills for measuring and quantifying voice of the customer data. His motto: if you can’t measure it, you can’t improve the management of it.
The key to customer experience success is building a powerful business case for improvement. John has the unique ability to do this by triangulating the traditional data sources, such as surveys and contacts, with operational and process metrics and employee input.
Frank, straightforward and ROI savvy, John helps his clients get past the hype and find the true golden nuggets of a better customer experience. As John is often known to remark in a client briefing, “If you don’t have a headache at the end of this briefing, we haven’t done our job – you’re not working with us to make you feel good, you’re working with us to help you increase profitability.”
A highly sought-after speaker, John routinely shares his customer experience perspective with companies and organizations worldwide. John has spoken in more than 20 countries.
John and his wife Alice reside in Bethesda, Maryland.
Katie Haring
Principal Consultant
Katie’s approach to customer service is founded on the principle that excellent customer service is a never-ending process that doesn’t happen by accident.
Katie has always known she would work in a customer-centric field since her first job as a hostess at a local pub in high school.
After nearly a decade of working in restaurants she discovered a passion for research in college, which ultimately led her to trade in her apron for a cubicle at the Census Bureau.
At the Census Bureau, Katie gained experience in survey methodology along with data management and analytics.
But it wasn’t until she came to CCMC that her true professional focus became clear: figuring out the “science” behind delivering customers an outstanding experience time and time again.
Katie has had the opportunity to work with clients in a variety of industries across the globe.
Her ability to plan ahead and multi-task has allowed her to manage some of the most complex survey projects with relative ease.
Katie’s approach to customer service is founded on the principle that excellent customer service is a never-ending process that doesn’t happen by accident.
She encourages her clients to focus on the customer experience by consistently demonstrating their commitment through measurement, communication, and customer interactions.
She practices what she preaches by applying the same energy and dedication in her own project management.
Katie lives in Arlington, Virginia with her husband Nick and their dog, Spencer.
Katie has always known she would work in a customer-centric field since her first job as a hostess at a local pub in high school.
After nearly a decade of working in restaurants she discovered a passion for research in college, which ultimately led her to trade in her apron for a cubicle at the Census Bureau.
At the Census Bureau, Katie gained experience in survey methodology along with data management and analytics.
But it wasn’t until she came to CCMC that her true professional focus became clear: figuring out the “science” behind delivering customers an outstanding experience time and time again.
Katie has had the opportunity to work with clients in a variety of industries across the globe.
Her ability to plan ahead and multi-task has allowed her to manage some of the most complex survey projects with relative ease.
Katie’s approach to customer service is founded on the principle that excellent customer service is a never-ending process that doesn’t happen by accident.
She encourages her clients to focus on the customer experience by consistently demonstrating their commitment through measurement, communication, and customer interactions.
She practices what she preaches by applying the same energy and dedication in her own project management.
Katie lives in Arlington, Virginia with her husband Nick and their dog, Spencer.
Mat Snyder
Senior Research Manager
Through his passion of weaving numbers into meaningful feedback and direction, Mat discovers achievable and valuable business intelligence to enhance his clients’ contact handling performance, bolster internal strengths and successfully address strategic areas of opportunity.
Mat has gravitated toward numbers for as long as he can remember, always reveling in the presumed outcome that you’re either right or you’re wrong.
He took this mindset with him through his studies and adoration of mathematics until a Psychology professor of his told him, “Numbers and data are just that – numbers and data.
Their real beauty comes when applied to the gray area – when things aren’t so clear, and answers require more insight.” From that point on, this “gray area” fascinated Mat, and understanding the “why” became his new focal point.
He eventually found himself at the helm of a local restaurant, still ruminating “why” (much to the chagrin of his coworkers and Chef). And, while Mat developed a passion for handling customers, their needs, and ensuring they left happier than when they arrived, he still felt himself longing for working with numbers and data.
Enter CCMC, where he has been able to satisfy both of these ambitions. At CCMC, Mat has worked hands-on with clients to put his analytical prowess to use, helping to guide the data into a story – to make the “gray area” a little less murky.
Through this passion of weaving numbers into meaningful feedback and direction, Mat has helped numerous clients achieve valuable business intelligence to enhance their contact handling performance, bolster internal strengths and successfully address strategic areas of opportunity.
Mat lives in Charlottesville, Virginia with his wife, Lauren, and their son, Theodore.
Mat has gravitated toward numbers for as long as he can remember, always reveling in the presumed outcome that you’re either right or you’re wrong.
He took this mindset with him through his studies and adoration of mathematics until a Psychology professor of his told him, “Numbers and data are just that – numbers and data.
Their real beauty comes when applied to the gray area – when things aren’t so clear, and answers require more insight.” From that point on, this “gray area” fascinated Mat, and understanding the “why” became his new focal point.
He eventually found himself at the helm of a local restaurant, still ruminating “why” (much to the chagrin of his coworkers and Chef). And, while Mat developed a passion for handling customers, their needs, and ensuring they left happier than when they arrived, he still felt himself longing for working with numbers and data.
Enter CCMC, where he has been able to satisfy both of these ambitions. At CCMC, Mat has worked hands-on with clients to put his analytical prowess to use, helping to guide the data into a story – to make the “gray area” a little less murky.
Through this passion of weaving numbers into meaningful feedback and direction, Mat has helped numerous clients achieve valuable business intelligence to enhance their contact handling performance, bolster internal strengths and successfully address strategic areas of opportunity.
Mat lives in Charlottesville, Virginia with his wife, Lauren, and their son, Theodore.
Ilke Prawitz
SENIOR RESEARCH ANALYST
Ilke loves to solve problems; she sorts through the clutter and sees patterns where others see complexity. Her consultative approach comes from her belief that the traits critical to build trust and true understanding are transparency, inclusion, and empathy.
Ilke is a highly experienced marketing and market research professional with proven skills in connecting the dots for her clients by providing actionable insights to drive strategic decision-making.
She has over 20 years of insights experience with an emphasis in customer satisfaction, loyalty, and brand perception research in both B2B and B2C environments.
Her passion with survey research comes from her instinctive ability to understand others. She takes the time to discover unique traits or issues to truly understand them. Those insights enable her to listen to clients’ concerns, making no judgments, and striving to understand their business situation.
Most recently, Ilke spent over eight years in the travel industry leading the Strategic Business Insights team in leveraging consumer and marketplace insights to drive strategic initiatives across a global portfolio.
One cannot survive in the travel industry without being consumed with the customer relationship. It comes with no shortage of problems that need to be solved. Ilke loves to solve problems, she sorts through the clutter and sees patterns where others see complexity.
Her consultative approach comes from her belief that the traits critical to build trust and true understanding are transparency, inclusion, and empathy.
In addition to Ilke’s knowledge in measurement systems, business planning, and project management, she brings an array of quality tools and processes to her position.
Ilke and her family live in Milwaukee, Wisconsin.
Ilke is a highly experienced marketing and market research professional with proven skills in connecting the dots for her clients by providing actionable insights to drive strategic decision-making.
She has over 20 years of insights experience with an emphasis in customer satisfaction, loyalty, and brand perception research in both B2B and B2C environments.
Her passion with survey research comes from her instinctive ability to understand others. She takes the time to discover unique traits or issues to truly understand them. Those insights enable her to listen to clients’ concerns, making no judgments, and striving to understand their business situation.
Most recently, Ilke spent over eight years in the travel industry leading the Strategic Business Insights team in leveraging consumer and marketplace insights to drive strategic initiatives across a global portfolio.
One cannot survive in the travel industry without being consumed with the customer relationship. It comes with no shortage of problems that need to be solved. Ilke loves to solve problems, she sorts through the clutter and sees patterns where others see complexity.
Her consultative approach comes from her belief that the traits critical to build trust and true understanding are transparency, inclusion, and empathy.
In addition to Ilke’s knowledge in measurement systems, business planning, and project management, she brings an array of quality tools and processes to her position.
Ilke and her family live in Milwaukee, Wisconsin.
Emma Charles
Research Analyst
“Data, visuals, and narrative are the essentials to creating any meaningful data story.”
Emma would go on to win her college’s Applied Research Award her senior year, solidifying to Emma that she was meant to do research as a career. After graduating, she received her Data Analytics Certification while working at a law firm in Northern Virginia. Since high school, Emma always knew helping others was her purpose. She went to Roanoke College thinking it would be the next step she needed to achieve going to law school and accomplishing her lifelong dream of becoming a lawyer. That was until she took a Sociology course her first semester and fell in love with research. Ever since she became a Research Assistant for her college’s Sociology Department her freshman year, research became a passion for Emma. She appreciated using both qualitative and quantitative data to find answers to questions that had not been answered before. Emma would go on to win her college’s Applied Research Award her senior year, solidifying to Emma that she was meant to do research as a career. After graduating, she received her Data Analytics Certification while working at a law firm in Northern Virginia. Emma began working at CCMC a year after graduating college.CCMC allows Emma to continue her passion in research and her purpose of helping others by providing clients with data that can help them identify their business strengths and opportunities. She enjoys creating deliverables for clients that allow the data points to come to life in a visually-pleasing manner. Emma lives in Fairfax, Virginia with her partner Will and their dogs, Bullet and Maverick.
Jennifer Johnson
Administrative Director
“Small things can have a big impact.”
Jennifer believes this principle especially applies to the world of customer service. The smallest detail – an apology or kind word – can diffuse the anger of an unhappy customer or make a happy one delighted. Resolving any issue can then be addressed more quickly, and this can hopefully result in a very satisfied customer. Jennifer joined CCMC in 2003, shortly after the company was established in September 2002, as an administrative assistant. Over the past 20 years, her responsibilities have grown along with the success of CCMC, and she now serves as Administrative Director. Jennifer handles the financial matters of the business such as client billing, accounts payable, payroll and banking and oversees office management. A former journalist and newspaper editor, Jennifer approaches all aspects of any job with a positive, hard-working mindset and strict attention to detail. In her former profession, she learned the importance of the details – the small things – when an article she wrote included an event that was incorrectly listed as 11 p.m. instead of 11 a.m. She dreaded taking that phone call from the mother of the bride who was concerned guests would show up to her daughter’s wedding close to midnight. Just one little wrong letter. Small things can have a big impact. Jennifer believes this principle especially applies to the world of customer service. The smallest detail – an apology or kind word – can diffuse the anger of an unhappy customer or make a happy one delighted. Resolving any issue can then be addressed more quickly, and this can hopefully result in a very satisfied customer.
Jess Vicman
Research Analyst
“Research with no action is an exercise in futility, action without research is an exercise in chance.”
Jess enjoys scouring through the data, looking for connections, and sharing insights that allow clients to make actionable decisions that would best serve their customers. As far back as Jess can remember, she has always enjoyed being helpful, taking a hands-on approach whenever the opportunity arose. Jess attended UC Berkeley with plans to pursue and expand on this path through her passion in clinical psychology. However, while she was at university, Jess found an unexpected love and enthusiasm for all things statistics and data based. She found herself wanting to marry her two interests of helping others but also working closely with and analyzing data. Her gravitation towards data analyses and research solidified as she joined multiple research laboratories. Jess would go on to pursue an Honors Research Thesis with her department and received Highest Honors in her year, bolstering her belief that research was the way to go. After graduating from university, Jess would spend a year becoming disenchanted with the current therapy standards she witnessed and had to adhere to, which would lead her to spending the next three years returning to the academic research realm, optimistically hoping to fix the problems she witnessed. Jess began working at CCMC after seeing the slow rate at which academic research made its impact on the broader community and deciding that she wanted to work more closely with clients to help enact more immediate changes and improvements. Jess enjoys scouring through the data, looking for connections, and sharing insights that allow clients to make actionable decisions that would best serve their customers. Jess lives in Ontario, California with her partner, Mikal, and their cat, Panda.
Our Passion
