Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from.
31. John DiJulius Follow @JohnDiJulius
John R. DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more.
32. John Formica Follow @JohnFormica
John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. He is a leading contributor to Tourism, Hospitality and Service Industries alike. He brings a wealth of knowledge and hands-on experiences to his keynotes and seminars. John is consistently helping his clients create a magical customer experience like Disney.
33. Joseph Michelli Follow @josephmichelli
Joseph A. Michelli is an internationally sought-after speaker, New York Times bestselling author of business books “The Starbucks Experience”, “The New Gold Standard”, “Prescription for Excellence”, and “Driven to Delight”, and an organizational consultant. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops.
34. Kate Leggett Follow @kateleggett
Kate is the VP and Principal Analyst at Forrester and serves Application Development & Delivery Professionals. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. She is a sought-after public speaker and regular contributor at various publications.
35. Kerry Bodine Follow @kerrybodine
Kerry Bodine has established the consulting firm, Kerry Bodine & Co., with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs. Kerry is the co-author of the book “Outside In: The Power of Putting Customers at the Center of Your Business”. She also writes for various publications such as Harvard Business Review, The Wall Street Journal, Forbes, and the like. Apart from being an author, Kerry is also a renowned speaker and an insightful coach.
36. Kristina Evey Follow @KristinaEvey
Kristina is a customer experience expert and host of “The Customer Experience Podcast for Business Leaders”, a podcast series for motivating C-Suite and leadership teams in improving customer experience. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty. She is a regular contributor to radio and web interviews.
37. Lincoln Murphy Follow @lincolnmurphy
Lincoln is a Customer Success Consultant, keynote speaker and co-author of the book “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue”. He believes that customer success is the way to make customers stick to the brand longer, buy more and advocate for them. He educates about the transformative power of customer success to his clients.
38. Lior Arussy Follow @LiorStrativity
Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement. He is the Founder and President of design and transformation firm Strativity Group. Marketing and thought leadership programs. He specializes in customer experience strategies, customer service engagement, and loyalty.
39. Lynn Hunsaker Follow @clearaction
Lynn Hunsaker, CCO at ClearAction Continuum, has been in the customer experience field since 1991. The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. She has been listed as a top thought leader in customer experience, customer success and customer service by Customer Experience Professional Association, CustomerThink, Global Gurus and many others.
40. Mark Johnson Follow @MJohnsonLoyalty
Mark is CEO & CMO of Loyalty360, an “Association of Customer Loyalty”. He has vast experience in designing and administering loyalty/CRM programs, and data-driven marketing communication programs. Mark is a strong believer in establishing loyalty to the forefront as a critical marketing strategy.
41. Marsha Collier Tweet to @MarshaCollier
Marsha Collier is a world-renowned customer experience expert and the best-selling author of over 40 books, including the “Ultimate Online Customer Service Guide.” She is also a marketing futurist and a top-notch speaker who has appeared on Today Show, CBS Morning, CNN, FOX, and Bloomberg Network. As a writer, her articles are published in leading publications such as Forbes, Time, Wall Street Journal, and New York Times.
42. Martha Rogers Follow @martha_rogers
Martha is the co-founder of CX Speakers LLC, a company that trains and educates and trains B2B and B2C companies in enhancing customer relations and increasing customer engagement. She is a world-reknowned author, professional speaker and a customer experience consultant. In her own words, Martha “has spent the last 25 years making the world safer for customers and more profitable for companies”.
43. Matt Dixon Follow @matthewxdixon
Matt is Chief Product and Research Officer at Tethr, an AI-powered VoC intelligence platform. He is the co-author of the book “The Challenger Sale, The Challenger Customer and The Effortless Experience”. He is also an experienced advisor to senior executives on sales, service and customer experience.
44. Maurice FitzGerald Follow @customerstrateg
Maurice is the ex-Vice President, Customer Experience of HP and author of four best-selling books on customer-centric strategy. He is the founder of Maurice FitzGerald Consulting, where he helps companies improve theit customer experience and their methods of developing and implementing business strategy.
45. Megan Burns Follow @MeganBurnsCX
Megan Burns is a preeminent CX expert and is the CEO and founder of Experience Enterprises, a boutique consulting firm that helps organizations build and execute plans for CX transformation. Before starting her own firm, Megan served as the Vice President Principal Analyst, Customer Experience at Forrester Research. One of her most notable research works was Forrester’s Customer Experience Management Maturity Model. Its original version was the cornerstone of the 2012 book “Outside In: The Power of Putting Customers at the Center of Your Business.” She is also a distinguished keynote speaker and is a member of the Customer Experience Professionals Association (CXPA), where she sits on the Professional Development committee.
46. Micah Solomon Follow @micahsolomon
Micah Solomon is a renowned keynote speaker on customer service and customer experience,. He has written 100+ articles on Forbes.com covering customer experience, customer service, and corporate culture that foster loyalty. Author of bestselling “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization”, Micah is a leading voice in creating outstanding customer experience in the hospitality industry and has worked with some of the leading brands in creating the “Five-Star” experience.
47. Michael Hinshaw Follow @MichaelHinshaw
Michael Hinshaw is the President and CEO of a customer experience management firm, McorpCX, where he helps companies integrate digital and customer-centric innovation to improve business performance, by transforming how they interact with customers. He is a passionate advocate, educator, and evangelist, empowering companies with its customer-centred strategies. Hinshaw is also co-author of the best-selling book “Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of them”.
48. Michel Falcon Follow @MichelFalcon
Learning his way through experience, Michel is a renowned customer and employee experience keynote speaker. He has worked with and coached senior managers at leading brands in North America. Michel’s energy is infectious and his views on customer experience an eye opener. He has been featured and has contributed on Time Magazine, Yahoo Small Business Advisors, Yahoo Finance, Forbes, Digiday.com, BC Business, Business Talk Radio, Business2Community, and 1to1 Media.
49. Mila D’Antonio Follow @miladantonio
Mila D’Antonio is a Principal Analyst at Ovum. She is also a customer experience expert, writer, editor and a thought leader with a focus on enterprisewide customer engagement strategies. She is passionate about showcasing company leaders how to champion the customer experience across their organizations for real results.
50. Nancy Porte
Nancy Porte has years of experience in building corporate revenue through a loyal customer base. The CCXP helps organizations in developing Voice of the Customer programs in order to increase customer satisfaction and loyalty through differentiated customer experience. She is also a board member of the Customer Experience Professionals Association. She has also been consistently ranked as the top active influencers in the field of customer experience.
51. Nienke Bloem Follow @NienkeBloem
Nienke is an acclaimed Customer Experience (CX) consultant, a renowned CX coach, and a distinguished keynote speaker on CX. She is a certified Customer Experience Professional (CCXP). Notably, she is one of the few CX professionals in the world who is an Authorized Resource and Training partner of the Customer Experience Professionals Association (CXPA). Her mission is to make the world a more beautiful place for employees and customers. Currently, she is an independent CX consultant and her clientele includes prominent brands such as ABN AMRO, Zendesk, and Amadeus. The testimonials from her clients speak for her work.
52. Pamela Herrmann Follow @PamHerrmann
Pamela currently serves as the VP Marketing of Mortgage Cadence. She is the founder of The Paragon Effect, a consulting firm that develops customer experience strategies to help enhance brand engagement and loyalty. She is also an eminent keynote speaker and the author of the bestseller “The Customer Manifesto: How Business Has Failed Customers & What It Takes to Earn Loyalty.” Among her many areas of expertise are reducing churn with customer and employee journey mapping, reputation management, and brand storytelling.
53. Peter Lavers Follow @PeterLavers
Peter Lavers is Director at WCL Customer Management Ltd, the specialist arm of WCL helping organizations improve customer relations and engagement. He is one of the world’s most influential customer experience and relationship marketing professionals. He has expertise in journey mapping, customer strategy, and market analysis. He is an IBM futuristic, CRM expert, and a member of SAS Collaborators Program.
54. Richard Shapiro Follow @RichardRShapiro
Richard is the founder of The Center For Client Retention, a firm that provides research, training, and consulting services on how to improve the customer experience and increase loyalty. He is a leading authority in the area of customer satisfaction and loyalty. For 30 years, Richard has spearheaded the research conducted with thousands of customers from Fortune 100 and 500 companies compiling the ingredients of customer loyalty and what drives repeat business. He is also the author of the book “The Endangered Customer” and a public speaker.
55. Rob Markey Follow @rgmarkey
Co-author of ‘The Ultimate Question 2.0’, Rob heads Bain & Company’s global Customer Strategy and Marketing Practice. He is a keynote speaker and through his NPS Loyalty Forum, he brought together, for the first time, business leaders from across the world to share best practices in creating a culture of customer advocacy.
56. Rod Butcher Follow @rodbutcher
As erstwhile Global Head of Customer Experience and Insights at Aviva, Rod brings with him a strong track record in driving systematic improvements in the customer experience. He is recognized as a customer experience leader and his roundups provide great insights on creating a rewarding customer focused culture.
57. Shep Hyken Follow @Hyken
Shep is a customer service and experience expert and the Chief Amazement Officer and Owner of Shepard Presentations, LLC, where he works with companies and helps them build customer and employee loyalty. He is also a New York Times and Wall Street Journal bestselling author. He has also been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.
58. Sue Duris Follow @SueDuris
Sue is a renowned customer experience expert currently serving as the Director of Customer Experience and Marketing at M4 Communications, Inc., Palo Alto, CA. She leverages her two biggest passions – technology and customer experience – to aid tech startups to grow and differentiate through customer experience excellence. She also serves as an Advisor to Golden Gate Opera. That she is Entrepreneur in Residence at UCI Applied Innovation is a testimony to the fact that she is truly vested in the success of startups. Sue is an engaging speaker and a distinguished writer who contributes to multiple online forums and publications. Employee engagement, customer journey mapping, omnichannel customer experience, win/loss analysis and customer success are a few of her many areas of expertise.
59. Toni Newman Follow @Toni_Newman
Toni Newman is a renowned customer experience expert and the founder of The Innovation Advantage, a consulting firm that helps organizations in delivering a superior customer experience. Also an innovation speaker and a business growth specialist, Toni specializes in turning inspiration into innovation and ideas into results. Toni is a five-time award-winning entrepreneur and has been driving business growth in organizations for over two decades. She is a not only highly sought-after business speaker but also an acclaimed writer.
60. Valeria Maltoni Follow @ConversationAge
Valeria Maltoni is the Founder of Conversation Agent LLC, a branding, customer experience and marketing firm. She is a renowned writer, speaker, and business adviser, and globally recognized as an authority for business strategy and customer experience. She is a regular contributor on Fast Company, Forbes, Business Week, Inc., Advertising Age and other A-list publications.
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