Customer Experience or CX trends are constantly evolving, thanks to the rapid technological advancements.
As and when the latest digital innovative solutions are introduced in the market, many newer and sophisticated CX strategies are proposed almost instantly.
As a result, the customer-centric organisations are always on the lookout for brand-new and effective CX strategies.
Discovering what a modern day consumer really considers an exceptional customer experience and inculcating the same in your organization’s CX strategy, is the key to keep yourself ahead in today’s competitive world.
Additionally, creating mutually rewarding customer engagements and deriving the best out of the trending digital experiences, helps any customer-focused organization to keep up with the ever rising competition.
However, without any insights and ideas from the industry experts, it can be very difficult to keep yourself updated.
So keeping that in mind, we have collated a list of top 10 customer experience influencers that you can follow right now to get the best CX tips and strategies trending in the industry.
Top 10 Customer Experience Influencers You Can Follow In 2019:
1. Shep Hyken - @Hyken
CX Expert | NY Times and WSJ Best-Selling Author
Shep Hyken is a notable CX expert and the Chief Amazement Officer (CAO) of Shepard Presentations LLC. Shep works with organizations that want to build loyal relationships with their customers and employees.
Besides, Shep is also a New York Times and Wall Street Journal’s best-selling author of various books like ‘The Amazement Revolution,’ ‘The Cult of the Customer,’ ‘The Loyal Customer,’ ‘Moments of Magic’ and ‘Amaze Every Customer Every Time.’
Shep founded his company, the Shepard Presentations LLC in 1983, and since then has worked with hundreds of companies to improve their customer service and loyalty initiatives.
In 2008, Shep was inducted into the National Speakers Association Hall of Fame for lifetime achievement in the professional speaking industry.
2. Jay Baer - @jaybaer
Online Customer Service Expert | New York Times Best-selling Author | Keynote Speaker
Jay Baer is the founder of Convince & Convert - a digital marketing and customer experience advisory firm that works with some of the iconic brands to gain and retain loyal customers.
Jay is also a New York Times best-selling author. Some of his notable books include - ‘Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth, ‘Hug Your Haters: How To Embrace Complaints And Keep Your Customers’, and many more.
Besides, Jay is also an acclaimed venture capitalist, financial advisor, entrepreneur, and blogger. His well-known podcast, the Social Pros, has won the ‘Best Marketing Podcast’ award in the 2015 Content Marketing Awards.
3. Jeanne Bliss - @JeanneBliss
CX Pioneer and Leadership Advisor | Co-founder of CXPA.org
Jeanne Bliss is a pioneer in the customer service industry and the co-founder of Customer Experience Professionals Association (CXPA.org).
Since 1983, Jeanne has been a five-time Chief Customer Officer and has coached thousands of CX executives all over the globe.
Jeanne is also the founder and CEO of Customer Bliss, where she helps various organizations to boost their business by delivering exceptional customer service experiences.
Additionally, Jeanne is an acclaimed author of the international bestseller, the ‘Chief Customer Officer’, which is a first of a kind book that addresses the role of customer leadership executives.
4. Bill Quiseng - @billquiseng
Customer Service Expert | Award-Winning Speaker and Blogger
Bill Quiseng is an award-winning speaker, blogger, and writer. He is an expert in teaching customer experience and leadership tactics to the managers and customer service associates.
With over 30 years of luxury resort/club management experience, Bill has been honored with several notable awards like the ‘Renaissance Hotels General Manager of the Year’, ‘Marriott International Leadership Excellence and Sales Excellence Awards’, and more.
Apart from this, Bill has also been recognized as one of the top social media influencers for sharing his valuable insights on the current CX trends.
Last year, Bill was selected as one of the Top Customer Service Influencers of 2018 by Fit Small Business.
CEO and Founder of CX Journey Inc. | Author and Speaker
With over 25 years of experience, Annette Franz is a unique customer experience professional, speaker, and author.
She is an official member of the Forbes Coaches Council and an enthusiastic CXPA board member.
Companies around the world have regularly recognized Annette as a top influencer in customer experience.
In 2014, she was named as one of ‘The 100 Most Influential Tech Women on Twitter’ by Business Insider.
As of now, Annette regularly co-hosts the weekly #CXChat on Twitter, serves as the Vice Chair of the Board of Directors of Customer Experience Professionals Association (CXPA), and also coaches other professionals in the industry to advance their careers.
6. Flavio Martins @flavmartins
- Award Winning Customer Service Author And Blogger
Flavio Martins is an award-winning blogger and a global leader with diversified experience in technical support and customer experience. He is well known for his ability in leading cross-functional teams and optimizing the customer support and call center operations.
Flavio has authored the best-selling book - ‘Win The Customer’, which reveals all the essential strategies to improve customer service.
His radical ideology is to leverage technology to create memorable customer experiences.
As of now, Flavio is the Vice President of Customer Support and Operations at DigiCert Inc., which is a leading provider of enterprise security software.
Acclaimed Thought Leader in CX
Colin Shaw is recognized as one of the best thought leaders in the field of customer experience.
He is an accomplished author and a keynote conference speaker.
Recently, LinkedIn has titled him as one of the ‘Top 150 Business Influencers’ in the world. Additionally, Colin was voted as one of the 'Top 50 Marketing Thought Leaders Over 50' for the last two years in a row.
As of now, Colin is the CEO of Beyond Philosophy, which helps many of the prestigious organizations to improve their CX strategy and get a better return on investment.
Customer Service Expert | Keynote Speaker
Adam Toporek is a well-known customer service expert, keynote speaker, and a corporate trainer. He helps organizations to get better results by optimizing their customer service strategies.
Adam has extensive experience in retail, wholesale, franchising, and small businesses, and hence, he knows the impact of balanced CX strategies on the businesses.
He regularly shares his valuable insights on his popular blog, ‘Customers That Stick’. He is also the co-host of the podcast, ‘Crack the Customer Code’, and the author of the best-selling book, ‘Be Your Customer's Hero’.
Founder of CustomerThink Corp | Author
Bob Thompson is the founder and CEO of CustomerThink Corp, an international online community of CX focused business leaders.
Bob has nearly 20 years of experience in various customer-facing positions and another 15 years in customer experience and management consulting.
He has also authored a best-selling book, ‘Hooked on Customers’, which reveals five habits of leading a customer-centric organization.
Chief Customer Experience Investigator | Founder of 360Connext
Jeannie Walters is a global customer experience and patient experience speaker, writer, and consultant with more than 20 years of experience in assisting different types of companies including the Fortune 500.
Jeannie is a Certified Customer Experience Professional, and her specialty lies in Customer Journey Mapping and Customer Experience Investigation.
As of now, Jeannie is a speaker, writer, trainer, and workshop leader. She regularly speaks on topics like communication management in corporate environments, ways to boost employee engagement, social media, and more.
What remarkable about this list is to note how diversely the industry pioneers think and propose their strategies to solve the customer-experience related problems.
It is also quite encouraging to witness their passion and commitment towards the CX industry.