We caught up with the brilliant and insightful Mario Matulich a few weeks ago and have shared our conversation below.

Mario, appreciate you joining us today. Was there an experience or lesson you learned at a previous job that’s benefited your career afterwards?

One of the most important lessons I learned in my career came from my time playing professional baseball with the Cleveland Guardians organization. I realized early on that every player on the team has a unique role, and the team’s success depends on each individual’s performance. This lesson translates directly to the customer contact industry, where a call center agent’s interaction with a customer can significantly impact the team’s overall success. Just as scoring runs wins a baseball game, a customer contact operation succeeds through satisfied customers. Every effort contributes to the team’s success, both on the field and in a call center.
Playing baseball with individuals from all over the world exposed me to the value of different perspectives and cultures, which has been invaluable in my professional career. Working with global organizations, I’ve learned the importance of effective communication across departments and cultures. Understanding and respecting different “languages” within an organization—be it Sales, Product Marketing, or Operations—helps build strong, cohesive teams and achieve collective goals.
I also learned there is no “one size fits all” approach to motivation and empowerment. In sports, different players respond to different coaching styles. Some thrive under pressure and direct challenges, while others need encouragement and support. This understanding is critical in customer contact roles. Each team member is unique, with different backgrounds, abilities, and motivations. As a leader, it’s essential to recognize these differences and adapt your approach accordingly. Empowering team members as individuals, beyond just their job performance, leads to greater engagement and productivity. A motivated and empowered player is more likely to perform better, whether their success is measured by a scoreboard or customer feedback.
These experiences from my baseball career have profoundly influenced my approach to leadership and team dynamics in the customer contact industry. They’ve taught me the value of individual contributions within a team framework, the importance of diversity and communication, the power of consistency, and the need for adaptable leadership. These principles continue to guide me as I strive to create high-performing teams that deliver exceptional customer experiences.

Mario, love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?

As President and Managing Director of Customer Management Practice (CMP), I oversee the overall business operations and spearhead strategic growth initiatives for a company that stands at the forefront of market research, events, and community building. With over 17 years in the industry, my journey began with a deep-seated passion for customer centricity and a drive to innovate within the customer contact space.
My career has been dedicated to transforming CMP from an events company into a premier provider of market analysis and industry connections. Our success stems from a winning culture built on confidence, innovation, collaboration, and unwavering quality standards that prioritize the customer. Today, CMP is recognized as a trusted partner, offering organizations the insights and tools they need to enhance customer experience, streamline operations, and drive profitability.
CMP provides a comprehensive suite of services, including cutting-edge research, world-class events, and vibrant online communities that serve multiple functions and disciplines throughout the customer journey. One of our standout achievements is the recent success of CCW Vegas 2024, which drew over 4,000 attendees. As the largest event series in the world for customer service professionals, CCW Vegas is our flagship event, bringing together top experts, thought leaders and industry professionals to explore the latest trends, solutions, and technologies in customer service.
Our relentless focus on delivering value to our clients sets CMP apart. We understand the unique challenges they face and are committed to providing tailored strategies that drive success. I take immense pride in the impact we’ve made and the strong relationships we’ve built within the industry. Our mission is to empower organizations with the knowledge and resources they need to thrive in a competitive landscape. Whether through our detailed market studies, engaging events, or dynamic online communities, we are dedicated to helping our clients achieve their goals and elevate their customer experience.

How do you keep your team’s morale high?

Managing a team and maintaining high morale starts with understanding that your people are your greatest asset. My advice is to foster an environment built on trust, collaboration, and clear communication. Recognizing and celebrating individual contributions is essential while ensuring everyone feels part of the bigger picture.
Firstly, set clear expectations and provide the tools and support needed to achieve them. Consistent and open communication is critical—keep your team informed about company goals and how their work contributes to these objectives.
Empower your team by offering opportunities for professional growth and development. Encourage innovation and be open to new ideas; when team members see their input is valued, they become more invested in their work.
Recognition and appreciation go a long way in maintaining high morale. Regularly acknowledge achievements, both big and small. This can be as simple as a thank you note or as elaborate as an awards ceremony. The key is to make it sincere and specific.
Lastly, lead by example. Demonstrate the work ethic, attitude, and commitment you expect from your team. When employees witness leadership embodying the values of the organization, they’re more likely to follow suit. Remember, a motivated and engaged team is the backbone of any successful organization.

What do you think helped you build your reputation within your market?

Building our reputation in the market has been a journey of steadfast dedication to excellence, innovation, and putting customers first. At the heart of this journey has been the growth of CMP and its diverse range of offerings, including CMP Research, CCW Digital, CCWomen, and CCW events.
One key factor has been our commitment to delivering real value through CMP Research. We provide independent, data-driven insights and advisory services that help customer contact leaders make informed decisions quickly. Our research covers critical areas such as improving agent experience, assessing manager competency, and optimizing the self-service experience for the post-COVID customer. This focus on actionable insights has built trust and reliability in our work.
CCW Digital, our global online community and research hub, plays a significant role as well. With over 170,000 customer contact members, we offer a wealth of knowledge and networking opportunities. We’ve created a space where professionals can grow and thrive by keeping our community up-to-date with the latest tools, techniques, and technologies.
CCWomen has also been pivotal in shaping our reputation. This community, designed for women and allies, champions equity and inclusion in the customer contact industry. Through our events and initiatives, we support and connect women, driving positive change and fostering a sense of belonging.
Our vision to be the leading resource for market analysis and industry connections across the entire customer journey sets us apart. By consistently delivering valuable insights, fostering community, and embracing innovation, we’ve established a reputation for excellence and trust in the market. Our focus on customer-centricity and our ability to adapt and innovate continually keep us at the forefront of the industry.

Contact Info:

• Website: https://www.customermanagementpractice.com/
• Linkedin: https://www.linkedin.com/in/mario-matulich-829b678/