Jonathan Ruchman, CCXP, Expert on Customer Experience

As Senior Director of Customer Experience, Jonathan knows our customers really well. The first thing he did when joining Brookdale was to pack his bags and move into a  community temporarily to better understand the daily lives of our residents, families and associates. Charged with managing Brookdale’s resident and family experience, Jonathan believes that when it seems like something can’t be done, like an uncommon request from a resident, we owe it to them to find a way to make it happen.

Jonathan says his opportunity to join the senior living industry was fate. He was looking for a chance to do meaningful work with a mission-driven company. Turns out, his role at Brookdale was just what he was looking for and more.

Jonathan joined Brookdale in 2014 and brings more than 25 years of knowledge in customer experience and brand marketing. Jonathan is a designated Certified Customer Experience Professional (CCXP). He founded the Customer Experience Professional Association (CXPA) Nashville Network and is dedicated to growing the profession in Middle Tennessee.



08 July 2019
by Jonathan Ruchman, CCXP, Expert on Customer Experience

Delivering Your Brand in a 24/7 World

When you move into a Brookdale community, you become a “resident.” We are your home. It is the only product or service where the customer lives with the brand 24 hours a day, seven days a week, 365 days a year. Jonathan Ruchman, Brookdale’s expert on customer experience, discusses what it takes to deliver our brand in a 24/7 world.


11 February 2019
by Jonathan Ruchman, CCXP, Expert on Customer Experience

The Importance of Becoming Your Own Customer

The first thing Jonathan Ruchman did when he joined Brookdale was move into Brookdale University Park. As a marketing professional, he understands the importance of knowing your customer. In order to learn about Brookdale’s customers, he moved in with them! Click the link to read what Ruchman learned from the experience and why senior living is unlike any other business.