About Us
Make Informed Decisions Faster Amid Transformation
Delivering unlimited advisory support, diagnostic tools, and data-driven insights. We help customer contact & CX executives optimize experience, technology, and operations, while enabling solution providers with go-to-market strategies and customer insights - all powered by the organization behind Customer Contact Week.
Compare
Benchmark your customer contact function’s performance against peers, build data-backed business cases, and quantify ROI
Advance
Answer the question: “What are other companies doing?"
Innovate
Become a thought leader and the customer contact executive you aspire to be
Areas of Focus
Employee Experience
Determine which customer contact agents will thrive in today's flexible environment.
Identify effectiveness in front-line leaders and guide development and organizational improvement.
Identify and optimize drivers of positive employee experience and predict employee attrition.
Customer Experience
Build a strategy for customer self-service.
Determine the optimal bundle of customer support channels that maximizes customers' first choice in resolving an issue.
Measure ROI of self-service channels.
KPIs, Governance and Organizational Structure
Compare functional performance against peers to inform business cases.
Submit dashboards, strategic plans, and business cases for document reviews.
Technology & Partnership Decisions
Use CMP Research Prism to inform technology investment decisions. Streamline technology selection processes to save time.
Leverage in-depth insights to secure the most effective solutions.
Our Team
Nicole Kyle, Managing Director & Co-Founder
Nicole Kyle is Managing Director and co-founder of CMP Research. Nicole joined CMP in November 2021 from Gartner, where she spent eight years leading research and advisory. Nicole is known for her exceptional work in customer contact, workplace strategy, and employee engagement, delivering frame-breaking insights that have supported critical decision-making across hundreds of enterprise-level leadership teams. Prior to Gartner, Nicole was a journalist and still maintains the natural curiosity of journalism in her research.
Fun Fact: Nicole lived and worked in London for five years.
Jordan Zivoder, Quantitative Research Lead
Jordan Zivoder has 10 years of experience in Market Research and Voice of the Customer and joined CMP in March 2022. Jordan has previously worked at Genpact, The Ohio State University and Cleveland Clinic. He is based in Columbus, OH.
Fun fact: Jordan has two dogs.
Kotei Kotey, Research Analyst
I spent 4 years supporting CFOs and senior finance leaders, and 4 years as a strategic consultant to public sector organizations. I primarily helped with future state analysis, audit readiness, and technology adoption. I'm looking forward to supporting business leaders to make difficult decisions!
Carrie Simon, Marketing Lead
Carrie Simon leads marketing for CMP Research. Carrie has nine years of marketing experience and began her career at IQPC. While at IQPC, Carrie developed and executed strategic marketing campaigns that resulted in successful launch events and YoY growth for large scale events. Carrie has worked across portfolios including defense, automotive, pharma, life sciences, intelligent automation and shared services.
Fun Fact: Carrie enjoys exploring new places, trying out new restaurants and being out in nature.
Bruce Hedrick, Executive Connections Specialist
Bruce Hedrick has over 5 years of sales and market research experience before joining CMP Research. Bruce had previously worked at Momence, a fitness software start-up, and at the web development agency, Vibethink. He is based in New York City.
Fun Fact: Bruce went Skydiving this year.
