ech’s Customer Experience Experts to Follow //

Customer Experience is important and difficult to market. It is difficult to comprehend the sheer scale of this problem. CX is every interaction that current and prospective customers have with the brand. This includes everything from packaging, to digital presence, to store maintenance and positioning around external events.

Find out how Allied Beverage is transforming the customer experience

How is anyone supposed to keep up with all of that? You need professional help. Here’s a list of people (listed alphabetically) that you must follow if you want to stay up-to-date with CX.

Jay Baer

Jay is an emcee and keynote speaker on marketing and customer experience. He has written six best sellers about customer acquisition and retention, and started five multi-million-dollar companies from the ground up. He is also founder of ConvinceAndConvert.com, one of the world’s most popular online resources for marketers and business owners.

Jeanne Bliss

Jeanne is an advisor on leadership and customer service. She has given over 2,000 presentations and workshops in nearly all business sectors. She is also the host of the Customer Bliss podcast and the author several books, including “Chief customer officer 2.0: How To Build Your Customer Driven Growth Engine.”

James Dodkins

James is Pegasystems GTM Excellence Customer Service & Sale Automation Director. James is a rock star, as he played guitar in a heavy metal band that toured the world and released albums. See what these two worlds share by watching his video, “What Can Stevie Ray Vaugh teach Us About Customer Experience“. He helped to create the ACXScustomer service certification program.

Annette Franz

Annette is the founder and CEO CX Journey Inc. She has been named by Business Insider as one of “The Top 100 Tech Women on Twitter”. She is the author of “Built to Win”, “Customer Understanding”, and has over 30 years of CX experience on both client and vendor sides. She also serves on the University of California Irvine’s advisory board on customer experience, and she is a Forbes Coaches Council member.

Don Peppers

Don’s 1993 book “The One to One Future”, written with Martha Rogers Ph.D. (his long-time partner), is widely credited as having started the CRM revolution. BusinessWeek called the book “the bible of new marketing”, and Tom Peters dubbed it “the book of the year”.

Colin Shaw

Colin is a customer experience pioneer. He founded Beyond Philosophy in 2002, one of the first customer experience consulting firms in the world. Colin is the author of many best-selling titles, including “Building Great Customer Experiences” and “Revolutionize Your Customer Experience”. He is also a member of LinkedIn’s Top Voices, and he is the co-host of The Intuitive Customer podcast, which is rated among the top 5% podcasts on BuzzSprout.

Brian Solis

Brian, who is currently VP of Global Innovation for Salesforce, is a digital anthropologist whose research focuses on the impact technology has had on businesses, markets, and society. He is the author of several bestselling books including “X: The Experience when Business Meets Design,” What’s the Future of Business,” and “The End of Business as Usual.” His newsletter has over 62,000 subscribers on LinkedIn.

Bruce Temkin

Bruce is the Director of Qualtrics XM Institute. This institute provides training and thought leadership to organizations in experience management. He is the co-founder of and chairman emeritus for the Customer Experience Professionals Association. This non-profit runs the Certified Customer Experience Professional program (CCXP), an industry-wide standardized curriculum that confirms CX practitioners’ expertise in the field.

Steve Towers

Steve is the CEO and founder The BP Group. This consultancy helps customer experience professionals improve their skills. He has spoken at conferences and corporate events all over the world. He has written the books “Dare”, “The Process Tactics Playbook”, and “The Process Tactics Playbook”, with James Dodkins.

Steven Van Belleghem

Steve is a co-founder of nexxworks and a board member. He is a sought-after keynote speaker and author of numerous business books including “The offer you can’t refuse” and “When Digital becomes Human”, as well as the tech thriller, “Hoogverraad”, (sadly only available in Dutch).


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