VP, Client Services
In her role as CMB’s VP of Client Services, Jessica marries over two decades of project and team management with data-driven product and process expertise. As a client services and operations leader, Jessica focuses on developing operational improvements, motivating and engaging teams, and helping them deliver a consultative and seamless execution of projects leveraging innovative products and solutions to support actionable insights.
Jessica is a frequent speaker at industry events on research excellence and emotion science. She holds a B.S. in Social Psychology from Union College, with a concentration in Organizational Behavior, as well as a Six Sigma Black Belt certification.
VP, Strategy & Account Planning
Brenda Ng brings over 20 years of management and activation experience delivering critical insights that drive product development, market strategy, and global corporate strategic planning for some of the world’s leading brands. At CMB, she spearheads the development of CMB’s engagement solutions in partnership with CMB’s parent company: ITA Group.
Brenda specializes in unlocking consumer insights to fuel business strategy and product development for nascent and mature categories. She brings deep industry expertise in software, hardware, digital entertainment, gaming, and telecommunications for some of the world’s leading brands.
Prior to CMB, Brenda was Founder of The Trio Group, a Seattle-based consulting firm, where she built strategic roadmaps to develop, launch, and sustain products and initiatives for clients such as Amazon, Sonos, Rakuten, Grainger, and Starbucks. Brenda’s passion for product, portfolio, pricing and people blossomed as VP of Customer Insights and VP of Product Innovation at T-Mobile. At Microsoft, Brenda developed her multinational sensitivity and management as a hardware and software product manager and was Director of Global Consumer Insights for Digital Entertainment. She’s a proud member of the original incubation team that developed and launched Xbox, Xbox Live and Xbox 360.
Brenda earned her Bachelor of Science in Business Administration from the Haas School of Business at the University of California Berkeley.
VP, Qualitative Strategy & Innovation
Armed with 15 years of qualitative experience, first as a successful entrepreneur, then as Managing Director of APAC for Communispace in Shanghai, followed by Vice President of Client Services for C Space in Boston, Kathy is well-equipped to lead CMB’s Qualitative Strategy & Innovation Practice.
By synthesizing findings from both traditional techniques and myriad cross-platform digital tools, Kathy’s teams have uncovered breakthrough insights that fuel product and packaging innovation, new brand positioning, accessing new targets, messaging development, shopper insights, and more. Her work has been game-changing for clients such as Converse, Pepsico, McCormick, Starbucks, Ahold, OfficeMax, Walmart, Comcast, Novartis, and GSK. Kathy believes in collaborating directly with consumers/patients/customers to achieve success, or in some cases, fail faster.
Kathy earned her B.S., cum laude, in business from the University of Illinois. She is a RIVA trained moderator, and has performed hundreds of interviews, groups, shop-alongs and ethnographies. She volunteers for the homeless of Boston and is active in her local community.
VP, Financial Services
Lori brings more than two decades of experience conducting research within the financial services industry, and has worked with leading firms in the investment, advertising, and retail sectors. She has significant expertise in translating business challenges into action, providing the voice of the consumer for both strategic and tactical initiatives to build brand and drive business results. Lori delivers insights, and the ever-important “now what?” through a deep understanding of consumer behavior, that’s always translated through the lens of business needs and realities. Lori has been called upon by clients across many different industries including financial services, banking, and consumer goods for both strategic and tactical initiatives to build a brand, and drive business results.
VP, Consumer Psychology
Erica has a proven ability to lead, package, and present research that impresses stakeholders, and impacts their business decisions. She brings a passion and talent for uncovering valuable insights, and telling compelling stories that drive action.
Prior to CMB, Erica led research client-side at American Express. She was a go-to team member for high-profile projects, trusted to deliver outstanding, influential research to high-level audiences across the organization. She was a recipient of the American Express CMO Award for Achievement in Excellence.
A Ph.D. social psychologist, Erica applies her expertise to provide clients with a unique edge in the market. For example, she applied:
- “Fast” vs. “slow” thinking to illuminate how consumers choose a form of payment, informing financial product development and marketing strategies
- The psychology of habits to understand reward program participation, with implications for how to trigger and reinforce habits that drive brand loyalty
- Emotional motivations in a customer segmentation, driving strategies to increase customers’ spending and satisfaction via tailored treatments
- Models of persuasion to understand how prospects process communications throughout their decision journey, delivering best practices for how to influence them at each stage
- Perceived social norms and stereotypes to profile segments of dads, giving the client a unique authority on modern dads that was the basis for an award-winning pro-social campaign
Erica has a B.A. in Psychobiology and Philosophy (Phi Beta Kappa, summa cum laude) from Wellesley College, and a Ph.D. in Social Psychology from Princeton University. At Princeton, she was a recipient of the Honorific, Quin Morton, and President’s Fellowships.
VP, Analytics & Data Management
Jay consults with many leading corporations by assisting them in using advanced methods to make better marketing and business decisions, both domestically and globally. Jay has expertise in pricing, segmentation, customer and employee satisfaction, conjoint analysis, and discrete choice analysis, in addition to solid multivariate statistical skills. His experience includes creating key performance measures for customer loyalty, brand equity, and brand evangelism. Jay is well-known for thinking outside-the-box, and designing custom analysis to answer the client’s business issues.
Jay has his Ph.D. in Marketing & Research from the University of Texas at Arlington, as well as an M.B.A. in Finance and Commercial Banking, and a B.B.A. in Marketing.
Jay has published and presented papers on conjoint, choice, and pricing research in conference proceedings.
VP, Technology & Telecom
Chris has over fifteen years of telecom and high-tech industry expertise as a market researcher, industry analyst, and consultant. He has managed large, complex projects from many clients including Apple, Cisco, Dell, Comcast, Sprint, Avaya, EMC, RSA, VMware, HP, and Oracle. Chris’ functional expertise includes market segmentation, new product development, brand positioning, social media effectiveness, and customer loyalty optimization. His industry content knowledge spans diverse topics such as mobile services/applications/devices, IT security, unified communications, storage, servers, enterprise applications, databases, managed IT and networking services, desktop/laptops, and digital lifestyle services and products, including online content distribution and home networking.
Fluent in Spanish, he was previously Director of the Latin America group at Pyramid Research, a telecom and networking consultancy.
Chris holds a B.A. in Economics and International Relations from Occidental College, and an M.A. in International Economics and Latin American Studies from Johns Hopkins SAIS.
Amy has been with Chadwick Martin Bailey since 1998, and has experience across several industries, including healthcare, insurance, and financial services. She currently manages our Healthcare practice doing work with insurers, providers, hospitals, and medical device companies. Some of her healthcare clients include Blue Cross Blue Shield, Harvard Pilgrim HealthCare, MedStar Health, Children’s Hospital Boston, CIBA Vision, and Bayer.
Amy combines her project leadership, and deep analytical skills to provide clients well-executed projects that yield actionable results. Amy has led projects in brand development and tracking, market segmentation, brand/customer experience, and product/service development. She brings dedicated expertise in marrying qualitative and advanced quantitative techniques.
She earned her M.B.A. at Simmons School of Management in 2010. She also has a B.S. in Management Science, with a concentration in Marketing from Bridgewater State College.
VP, Travel & Hospitality
Clients such as the Hilton, Caesars, Royal Caribbean, and Tauck Worldwide call upon Judy to drive their highest visibility research projects because of her proven experience, insight, and focused use of market information. Her projects often focus on maximizing opportunities to increase customer engagement, identifying strategies to engage high-value customer segments, and new product development. Judy applies high-end analytics, such as discrete choice, to assist her clients with business-focused and action-oriented recommendations.
Judy has been with CMB for over 20 years. Prior to joining Chadwick Martin Bailey, Judy was a Sales Executive for a Resort Hotel, sold timeshare, and was a tour guide in Scotland. She has served as the President of the Boston Chapter of the American Marketing Association, and frequently speaks at industry conferences. She is frequently published in Loyalty Management, Hospitality Executive, Sales and Service Excellence, The Journal of Business Strategy, and Sales & Service Excellence.
Judy earned her B.A., magna cum laude, from Boston College and her M.B.A., cum laude, from Babson College.
VP, People & Culture
Heather is Vice President of People & Culture, fostering CMB’s culture of trust, teamwork, and collaboration to ensure that each CMBer achieves their highest potential. She partners closely with other members of CMB’s Leadership and Management teams to attract, retain, and develop our talent as a strategic differentiator.
Heather brings 20+ years of professional experience and deep knowledge of CMB to this role. Heather began her career with us as a Project Manager bringing a client-centric approach to project management, leading both strategic and tactical client engagements. In 2010, she transitioned to a program management role overseeing CMB’s mission critical programs, playing a key part in employee training and development, client feedback, and resource planning. In 2012, her role expanded to overseeing Client Services with responsibility for research operations and project execution: People, Process, and Technology. Currently, Heather is focused even more purposefully on the People side of that equation, bringing a human-centered approach to her position.
Heather earned her M.A. in Experimental Psychology, with an emphasis in quantitative methods, from University of Hartford, and her B.A. in Psychology from Ohio University, where she graduated Phi Beta Kappa and summa cum laude.