The world of customer experience is ever-changing – as consumer preferences and the technologies that aim to serve them continue to evolve at a dizzying pace. New technology disruptors and sophisticated strategies are introduced almost daily. It can be tricky to keep track of all these innovative CX strategies and trends. Luckily, something as easy as following customer experience thought leaders on social media can ensure you stay up-to-date on the latest industry topics.
As we know, organizations are continually on the lookout for more effective means for understanding customer intent and for anticipating and meeting their needs. This is the key to increasing and securing long-term loyalty. In fact, customer experience is often highlighted as the main driver for pushing the digital transformations that so many businesses all over the world are undergoing today.
A great place to start is really understanding what consumers consider a great customer experience. Identify what makes for mutually rewarding engagements and what they are looking for from their digital experiences. Without a bit of inspiration from others in the industry, it can be difficult to keep up.
We’ve put together a list of some of the brightest minds in the world of customer experience. These customer experience leaders are analysts to influencers to marketing executives, these customer experience thought leaders share unique insights and advice on all things CX. Shoot them a follow to never miss out on the latest trends, campaigns, and customer experience news.
Analyst Thought Leaders
1. Alan D. Duncan
Alan D Duncan is the Vice President for Data & Analytics Strategy and Chief Data Officer (CDO) for leading research company, Gartner. His main interests include data, data science, and digital strategies.
2. Augie Ray
Augie Ray is Gartner’s Vice President, Analyst and Fellow Covering Customer Experience whose team develops research plans and thought leadership to drive Gartner’s clients’ business. His topic areas include the CX strategy and measurement, persona development, voice of customer (VoC), customer journey mapping, customer loyalty, and more.
3. Kate Leggett
Kate Leggett is a VP and Principal Analyst at Forrester, focusing on CRM and customer service – market trends, research, opinions, best practices, and technologies.
4. Brian Solis
Brian Solis is a Global Innovation Evangelist at Salesforce and best-selling author of “X: The Experience When Business Meets Design.” Brian’s research explores digital transformation, customer experience and the future of industries, trends, and customer behavior.
— Brian Solis (@briansolis) May 21, 2018
5. Jane-Anne Mennella
Jane-Anne Mennella is a Vice President, CX, UX and Customer Research/Insights Analyst at Gartner. Advising executives and writing and Research Director at Gartner, advising executives on customer experience, user experience, user research and optimization.
6. Mila D’Antonio
Mila D’Antonio is a Principal Analyst at technology research and consulting firm, Omidia. Her specialties include social media, conversational AI, omnichannel expansion, and customer experience.
7. Lizzy Foo Kune
Lizzy Foo Kune is a Senior Director Analyst at Gartner, specializing in marketing analytics, advertising, and search. Her research interests include digital marketing analytics, cross-device identification, and customer journey analytics, among others.
Subject Matter Experts & Influencers
8. Blake Morgan
Blake Morgan is a “customer experience futurist,” speaker, and author of “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is also the host of the leading CX podcast, “The Modern Customer.”
9. Bob Thompson
Bob Thompson is the founder of CustomerThink, a global online community of customer-centric business leaders, the author of Hooked on Customers, and a global evangelist for the customer-centric business.
10. Bruce Temkin
Bruce Temkin is the Head of XM Institute at Qualtrics and the Co-Founder of the Customer Experience Professionals Association, a global non-profit organization dedicated to the advancement of customer experience management practices. Bruce, a CX transformist, helps large organizations dramatically improve business results by changing how they deal with customers.
Are your #CustomerExperience efforts focused enough on real #people? @TemkinGroup‘s 6 components of #HumanBeings helps you better understand what drives #customers & #employees, so you can better serve them. #cx #custexp #EmployeeEngagement #hr #hrm https://t.co/KJkmlnXO9j pic.twitter.com/rI907VAl4s
— Bruce Temkin (@btemkin) May 13, 2018
11. Ann Handley
Ann Handley is a marketing content guru, Chief Content Officer at MarketingProfs, a company offering marketing training, courses, events, and free resources, and author of the WSJ bestseller, “Everybody Writes.” She has been cited by Forbes as the most influential woman in Social Media and recognized by ForbesWoman as one of the top 20 women bloggers.
12. Alan See
Alan See was featured on Forbes’s “50 Most Influential Chief Marketing Officers on Social Media” list. He was also named “Marketer of the Year” by the American Marketing Association – an award he won for both Content Marketing (2015) and Social Media Marketing (2016).
13. Kirsten Knipp
Kirsten Knipp is VP/CMO at Convey Inc. She delivers advice and modern marketing research to CMOs and marketing leaders, specializing in inbound and commerce marketing.
14. Mark Johnson
Mark Johnson is the CEO and CMO of Loyalty360, the association for customer loyalty. As expected, Mark focuses mainly on customer and brand loyalty, but regularly shares how leading brands are creating exceptional customer experiences.
15. Jonathan Levitt
Jonathan Levitt is a speaker and writer with a unique slant on customer experience and digital marketing. He currently holds the role of Chief Marketing Officer at Voxco Survey Software. His work has regularly been featured in Forbes, Fortune, eMarketing & Commerce, Chief Marketer, and more.
There you have it! Our list of the top customer experience thought leaders in the business for you to follow on social media. Improving your customer experience and marketing knowledge is just a “follow” away.
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