Lara Ponomareff’s extensive travel experiences, both personal and professional, have equipped her with a unique perspective on the different wants and needs of customers around the world. It’s through this lens, along with CEB’s rigorous research and thought leadership, that she advises Fortune 500 companies and other multinational organizations on how to perfect their customer service.
As a practice leader at CEB and head of the company’s customer service research and advisory teams, Lara oversees original quantitative and qualitative research studies on issues that address organizations’ most critical customer service-related challenges
Lara was a principle contributor to “The Effortless Experience” (Penguin/Portfolio, 2013) and, most recently, has led the launch of CEB’s suite of Effortless Experience™ services and tools, offering members hands-on training, measurement and benchmarking capabilities. She is a frequent contributor on customer service topics for a number of blogs, including Business 2 Community, The Customer Edge and CEB’s sales and customer service blog. She is also a regular on the conference circuit, presenting at the ICMI Contact Center Expo & Conference, Salesforce’s ServiceCloud events and eGain’s World 2014.
Lara received a Bachelor of Arts from The College of William and Mary and a Master’s in Public Policy from Harvard University’s Kennedy School of Government.