Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. There is no denying that it is critical to business success.
But as a CX enthusiast, where do you start? While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Do follow these experts to learn from the best in business!
1. Adam Ramshaw Follow @Genroe
Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management.
2. Adam Toporek Follow @adamtoporek
Adam Toporek is internationally renowned for his expertise as a keynote speaker, customer service expert, and front-line trainer. He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience.
3. Aimee Lucas Follow @Aimee_Lucas
Aimee Lucas is a Certified Customer Experience Professional and Vice President at Temkin Group, where her research and consulting efforts are dedicated to transforming customer experience within large organizations. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training.
4. Amanda Forshew Follow @Amanda_CXfromCA
Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones.
5. Annette Franz Follow @annettefranz
Annette Franz is the Founder and CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients achieve customer experience strategies via customer understanding. She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience.
6. Arie Goldshlager Follow @ariegoldshlager
Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty.
7. Augie Ray Follow @augieray
Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. He advises Fortune 500 businesses on customer-centric CX strategy, goals, metrics, and procedures. He has tremendous experience in social media marketing and customer experience management.
8. Bill Quiseng Follow @billquiseng
Bill Quiseng is a renowned keynote speaker, blogger, and award-winning writer in the field of customer service and customer experience. He has consistently been ranked amongst the most eminent customer experience influencers and leaders in the world.
9. Blake Morgan Follow @BlakeMichelleM
Blake Morgan is a keynote speaker, best-selling author, and futurist in the field of customer experience. She is the author of the best-selling book “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” Her blogs are regularly published on eminent publications such as Forbes and The Harvard Business Review.
10. Bob Thompson Follow @Bob_Thompson
Bob Thompson is Founder and CEO of CustomerThink Corp., the world’s largest online community devoted to customer-centric businesses. He is an acclaimed international keynote speaker, blogger, and author. He is the author of the best-selling book “Hooked On Customers: The Five Habits of Legendary Customer-centric Companies” and has a vast experience in customer management.
11. Bruce Temkin Follow @btemkin
Bruce Temkin is the Managing Partner and a Customer Experience Transformist at the Temkin Group. He is also the Chairman and co-founder of the Customer Experience Professionals Association. Bruce is widely regarded as a customer experience visionary.
12. Carol Buehrens Follow @CarolBuehrens
Carol Buehrens is a leading customer experience expert, best-selling author, and professional speaker. She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. She is a Founding Member and Expert Panel Member of the international Customer Experience Professional Association (CXPA).
13. Chip Bell Follow @ChipRBell
Chip Bell is an award-winning author, keynote speaker, and world-renowned consultant in customer loyalty and service innovation. He is also the founder of Chip Bell Group, a confederation of highly experienced customer experience consultants that help businesses grow by focusing on CX.
14. Colin Shaw Follow @ColinShaw_CX
Colin Shaw is the CEO and Founder of ‘Beyond Philosophy’, a global customer experience consultancy, training, and research company. He is a sought-after keynote speaker and a best-selling author on customer experience.
15. Dan Steinman Follow @dantsteinman
Dan is currently the General Manager at GainSight EMEA and is one of the foremost thought leaders in customer success. His deep understanding of customer success and customer support makes him one of the most sought-after CX leaders in the world.
16. Dennis Snow Follow @DennisSnow
Dennis Snow is the CEO of Snow & Associates, a customer service excellence firm. Having worked for over 20 years with Walt Disney World, he has developed great customer service abilities. He is a renowned keynote speaker, consultant, and a best selling author of the business books “Lessons From the Mouse” and Unleashing Excellence. His expertise includes helping organizations achieve their goals in the areas of customer service, employee development, and leadership.
17. Don Peppers Follow @DonPeppers
Don Peppers is a renowned keynote speaker, best-selling author, blogger, and customer experience strategist. He is the co-founder of CX Leaders LLC, a professional services company that aims at helping B2B and B2C organizations around the globe to build more meaningful, long lasting and profitable customer relationships.
18. Flavio Martins Follow @flavmartins
Flavio Martins is the EVP of Operations and EVP of Customer Support at DigiCert, Inc. He is a sought-after customer service expert and the author of the best-selling book “Win The Customer”.
19. Frank Eliason Follow @FrankEliason
Frank Eliason is a sought-after customer experience consultant and a renowned business strategist. He is the author of the book “@YourService” and helps businesses transform their customer experience in a digitally transforming world.
20. Greg Ortbach Follow @GregOrtbach
Greg Ortbach is Engagement Catalyst at Arcane, where he helps businesses engage with their clients and teams better. He is a co-host on Marsha Collier’s weekly #CustServ chat on Twitter. Prior to joining Arcane, he founded his own web development firm – webAssist.ca.
21. Harley Manning Follow @hmanning
Manning serves as a research director in the customer experience practice at Forrester. His research mainly focuses on the business impact of customer experience. He has coauthored “Outside In: The Power of Putting Customers at the Center of Your Business” with Kerry Bodine. Harley is a world-renowned keynote speaker and has addressed major business conferences around the world.
22. Ian GoldingFollow @ijgolding
Ian is the CEO and Founder of Customer Experience Consultancy Ltd., a consultacy firm that aims at guiding and mentoring organizations in transforming their approach to customer experience. He is a highly influential freelance customer experience consultant and a CCXP.
23. Jack MacKey Follow @jmackey5000
Jack Mackey is a Founding member Of CXPA and a CX Expert. He is a Keynote Speaker, Workshop Leader and Consultant and an expert in customer experience management, team member engagement and leading for growth. He has vast experience in driving profitable sales growth through more loyalty-inspiring customer experiences.
24. Jackie Huba Follow @jackiehuba
Jackie Huba is a Marketing Executive with vast experience in helping businesses achieve higher business and customer goals. She is the best selling author of four books on customer loyalty – “Fiercely You: Be Fabulous and Confident by Thinking Like a Drag Queen”, “Monster Loyalty: How Lady Gaga Turns Followers into Fanatics”, “Citizen Marketers: When People are the Message”, and “Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force”. She is sought after TEDx and Keynote Speaker and a regular contributor on Forbes.
25. James Dodkins Follow @JDODKINS
James Dodkins is the Principal Consultant at The BP Group and Founder of Rockstar CX. Dodkins is one of a best-selling author, startup advisor, keynote speaker and famously known as Customer Experience Rockstar. He empowers companies with his customer-centric strategies to achieve true customer experience.
26. Jay Baer Follow @jaybaer
Jay Baer the Founder of Convince & Convert, The New York Times bestselling author of six customer-focused books, global keynote speaker, and a digital expert. He is also a blogger, a renowned venture capitalist, a financial advisor, and an entrepreneur. His vast experience in planning and implementing customer-focused strategies helps his clients achieve great customer experience, retention, and, in turn, customer loyalty.
27. Jeannie Walters Follow @jeanniecw
Jeannie Walters is the CEO and Founder of 360Connext, a global customer experience consultancy firm. She is a certified CCXP, CX Expert, TEDx Keynote Speaker and renowned blogger. Her vast experience of over 20 years helps her clients achieve employee engagement, customer loyalty, and overall customer experience.
28. Jeanne Bliss Follow @JeanneBliss
Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. She is a Customer Experience Expert, Adviser, a global Keynote Speaker and the author of four best-selling books – “Chief Customer Officer”, “I Love You More Than My Dog”, “Chief Customer Officer 2.0”, and “Would You Do That To Your Mother?”.
29. Jim Rembach Follow @BeyondMorale
Jim Rembach is a reputed Adviser, Speaker and Thought Leader. He is a Certified Emotional Intelligence Practitioner, Certified Contact Center Auditor, and is a CX Expert Emeritus for the Customer Experience Professionals Association (CXPA). He is also CEO and founder of Beyond Morale, a customer experience consultancy firm.
30. Jim Tincher Follow @jimtincher
Jim is Journey Mapper Heart Of The Customer, customer engagement consultancy company. He is a certified CXP, a CX Expert, a renowned speaker and a blogger. He has expertise in using Voice of the Customer research to identify needs, develop new products and improve customer service. His Heart of the Customer Journey Maps is powerful tools empowering businesses with customer loyalty.
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