Author Directory

This listing is organized alphabetically by last name, for authors with at least one published post. Click on the author name for more information and to view the author’s posts. Learn how you can contribute to CustomerThink!

McKay Allen (124 posts)

LogMyCalls is the next generation of call tracking and marketing automation. The award winning product from ContactPoint, LogMyCalls provides lead scoring, conversion rate tracking and close rate mapping. For more information visit LogMyCalls.com and call (866) 811-8880.

Ross Allen (1 posts)

Ross Allen's expertise at SALESWORKS is to ensure that all businesses adapt and maintain a consistent approach to managing their businesses, and selling and delivering ERP and CRM projects. His extensive experience in systems analysis and sales process engineering enable him to rapidly develop and execute flexible technology implementations.

Errol Allen (4 posts)

Speaker, Author and Consultant Errol Allen utilizes his 25 years of practical hands-on experience to create practical customer service strategies and solutions. He is an expert contributor to publications such as The Houston Business Journal, Young, Fabulous & Self Employed Magazine, Customer Service Manager of the UK and Customer Experience Magazine of the UK. Errol is the author of Keys to Delivering Amazing Customer Service.

Laurence Allen (1 posts)

I am a marketing manager promoting c-suite conferences across the globe specializing in subject areas including customer experience, learning and development, data, data science and analytics.

Michael Allenson (37 posts)

Michael is Founder of CXDriven. Formerly he was Principal CX Transformation Consultant at MaritzCX where he led a global team that consulted with clients on how to better leverage their customer experience management programs to drive business success. A frequent writer and presenter, Michael is passionate about helping companies leverage customer intelligence to take action that creates lasting customer relationships and sustainable improvements in growth and profitability. Over a 20+ year career, he has consulted with numerous Fortune 500 companies and their leadership teams on how to uncover superior insights and turn them into action. Prior to his role at MaritzCX, Michael was a Senior Consultant for Maritz Research, Technomic, Diamond Management and Technology Consultants and Leo J. Shapiro and Associates.

Jason Alley (2 posts)

Jason Alley is a senior solutions marketing manager for Interactive Intelligence. Since his employment in 2010, Jason has helped Interactive Intelligence develop market requirements and go-to-market strategies for contact center, customer experience, and cloud solutions. Prior to Interactive, he spent ten years consulting with large enterprise contact centers and suppliers for Vanguard Communications, and a company he later founded, SmartContact Consulting. Jason spent the first seven years of his career in sales, marketing, and product management.

Cathy Allington (4 posts)

Cathy Allington is managing director of You Grow Pty Ltd., an international CRM company with simple but powerful CRM tools to allow small businesses to use the customer information they already have in their existing accounting or point-of-sales systems to grow their business by communicating with clients and prospects.

Nada Allouch (3 posts)

Content writer at Penji. We help companies achieve their full design potential. Aspiring writer and certified digital marketer. My writings aim to help people reach their business goals and marketing objectives.

Polly Alluf (1 posts)

Polly Alluf is the VP of Marketing at Insert,, the first Codeless Mobile Engagement Platform. She loves everything about marketing, from digital to field and from branding to automation. Polly's passion is data driven marketing and she considers herself very lucky, being a marketer whose target audience is enterprise marketers.

Alex Allwood (11 posts)

My focus is connecting customer and culture to empower customer-centric growth; fostering a culture of customer centricity, building team capability and helping transform customer experiences. With a 20 year track record in leadership, operations and marketing, my strength is developing customer experience strategy: customer understanding and empathy, experience vision and guiding principles and the customer narrative to enable collaboration and alignment. I am the principal of the customer experience consultancy, All Work Together; authored the book Customer Experience is the Brand.

Larry Alton (140 posts)

Larry Alton is an independent business consultant specializing in social media trends, business, and entrepreneurship. Follow him on Twitter and LinkedIn.

Alejandra Alvarez (1 posts)

Alejandra is a content writer and marketing collaborator at Visitlead.com, a provider of live chat software for business. For advice, best live chat practices and online support news you can check out Visitlead Blog.

Paul Alves (13 posts)

Paul is Co-Founder of AGSalesworks and current CEO. Proven Sales Professional and Entrepreneur, working with both start-ups and Fortune 500 companies.

Ahmed Aly (5 posts)

Ahmed is a a Customer Experience Expert with long history of delivering a high standard of CX in UAE (16+ years of experience). He is currently offering his wisdom to the Prime Minister's Office of UAE in the role of Senior Consultant. Ahmed currently is PhD candidate in IBS-UTM (International Business School - Universiti Teknologi Malaysia) and holds MBA degree from the University of Atlanta in USA and Bachelor’s Degree in Communications Engineering from Cairo University of Egypt. His PhD thesis is Data Driven Customer Experience and the Roadmap to deliver Happiness.

Kathy Aman (1 posts)

Kathy Aman, senior vice president of sales and customer relationship management at Firstsource Solutions,has more than 14 years of experience in the call center management industry with experience in collections and receivables management for U.S. domestic companies. Her strengths are in relationship management, business development, and finding effective solutions to meet her clients' business needs.

Cooper Ambjorn-Olsen (3 posts)

Cooper is a Sr. Account Manager for Concentrix Analytics. She has 10 years’ experience helping Financial Services clients use customer insights to develop and execute CX strategies that increase customer satisfaction, retention, and loyalty while recognizing improved profitability and efficiencies in spend. Cooper has deep experience with a variety of quantitative and qualitative research tools, approaches and methodologies.

Stefanie Amini (93 posts)

Stefanie Amini is the Marketing Director and Specialist in Customer Success at WalkMe, the world's first interactive online guidance system. She is chief writer and editor of I Want It Now (http://ow.ly/gOU3a), a blog for Customer Service Experts. Follow her @StefWalkMe.

Sue Andersen (1 posts)

Sue Andersen is the director of product marketing at Empirix. With over 25 years of business & marketing experience within the telecommunications industry, her expertise includes developing and executing marketing programs for the Contact Center area. Andersen earned her bachelor's in business administration from Providence College and her master's in information systems from Boston University.

Erik Andersen (1 posts)

Erik Andersen is Senior Vice President, GfK Customer Loyalty. He provides research design and customer management consulting to clients who oversee customer loyalty programs in a wide variety of business sectors both domestically and globally. Erik has over 25 years market research experience, including positions on both the client and supplier sides. Prior to GfK, he held senior positions in the market research functions at the Carlson Marketing Group, Ecolab Inc., and the Lutheran Brotherhood (now Thrivent Financial).

Elana Anderson (20 posts)

Elana Anderson is vice president of product marketing and strategy at Unica Corp.. A highly regarded marketing software expert, Anderson previously served as vice president and research director of the marketing practice at Forrester Research. Prior to Forrester, Anderson was a strategy consultant and systems integrator for nearly 15 years.

Scott Anderson (4 posts)

Scott Anderson is the Marketing Director at On Hold Company, a leading provider of on-hold marketing. We deliver creative and timely on-hold messages and offer hands-free remote-load technology to a single property or multiple corporate locations. To learn more, log onto On Hold Company.

Paul Anderson (63 posts)

Paul Anderson is associated with CRM software development for a sufficient period to earn reputation as an expert. He has earned great deal of knowledge in analyzing the market for customer relationship management software which he shares through his blogs and articles.

Scott Anderson (1 posts)

Scott has developed and led growth and digital innovation strategies for more than 20 years, primarily in the enterprise tech industry. He has a track record of leading digital transformation to strengthen brands, grow demand and delight customers.

Jody Anderson (1 posts)

Jody Anderson is an experienced Marketing Specialist currently employed by MyShopping, a premier comparison shopping service from Australia, who divides her time between work and expanding her knowledge of the field of e-commerce and marketing.When not working or learning, Jody spends her time swimming and reading criminal novels.

Duff Anderson (44 posts)

Duff Anderson is a visionary in digital Voice of the Customer research with over 20 years' experience. As SVP and Co-founder at iPerceptions, Duff is responsible for providing expert advice to organizations on how to gain a competitive advantage across the digital customer lifecycle and become more customer-centric.

Geoff Anderson (1 posts)

Geoff Anderson brings 20 year of tech product management and marketing experience in industries from semiconductor capital equipment, industrial measurement and test instruments, enterprise communications software, nanotechnology, and networking. He has extensive experience in marketing, product strategy, hardware and software development, cross functional team management, mentoring, business analysis, business intelligence, strategic marketing, and other relevant skills in organizations from less than 100 to more than 50,000 employees.

Terry Anderson (2 posts)

Terry Anderson is a Senior Analyst on the OpinionLab Insights team. She's been working with the biggest brands to improve their customer experiences for six years, the last four of those at OpinionLab.

Kamy Anderson (1 posts)

Kamy Anderson is an ed-tech enthusiast with a passion for writing on emerging technologies in the areas of corporate training and education. He is an expert in learning management system & eLearning authoring tools - currently associated with ProProfs Training Maker.

Gary Angel (176 posts)

Gary is the CEO of Digital Mortar. DM is the leading platform for in-store customer journey analytics. It provides near real-time reporting and analysis of how stores performed including full in-store funnel analysis, segmented customer journey analysis, staff evaluation and optimization, and compliance reporting. Prior to founding Digital Mortar, Gary led Ernst & Young's Digital Analytics practice. His previous company, Semphonic, was acquired by EY in 2013.

Alexander Anoshin (1 posts)

For the past 15 years Alexander has been an enterpreneur in software development industry and since 2002 he is steeped in apps for enterprise collaboration and contact centers. Alexander is the CEO of Aurus, a Cisco Solution Partner and general product manager at RichCall.io.

Majda Anwar (1 posts)

My passion is marketing in the digital space. While my specialization is marketing, going to school at Georgia Tech gave me the opportunity to work in a high technology environment with technically minded peers. Web 2.0 marketing is crucial for the fast paced digital work we live in, and I believe that marketing and sales should be hand in hand with increasing revenues.

Jamshaid Anwar (3 posts)

A technology and strategy Consultant with over 20+ years experience delivering Customer Engagement transformation and solutions to leading FTSE 100 companies. Helping organisations through their Omni Channel Maturity Journey: Channel Independence, Multi/Omni Channel Integration, Multi/Omni Channel Engagement and Operating Model Transformation.

Syed Mohammad Anwer (1 posts)

Syed Muhammad Anwer is a digital marketing specialist and blogger currently working at TaskQue, an online task management software. His unique personality traits, passion and thirst for knowledge has turned him into an digital marketing expert.

Prem Kumar Aparanji (70 posts)

SCRM Evangelist @ Cognizant. Additional knowledge in BPM, QA, Innovations, Solutions, Offshoring from previous roles as developer, tester, consultant, manager. Interested in FLOSS, Social Media, Social Networks & Rice Writing. Love SF&F books. Blessed with a loving wife & a curious kid. 🙂

Bob Apollo (523 posts)

Bob Apollo is the CEO of UK-based Inflexion-Point Strategy Partners, the B2B sales performance improvement specialists. Following a varied corporate career, Bob now works with a rapidly expanding client base of B2B-focused growth-phase technology companies, helping them to implement systematic sales processes that drive predictable revenue growth.

Errol Apostolopoulos (17 posts)

Moontoast's Social Activation Engine is a SaaS and cloud-based social marketing, social commerce and social analytics platform. As VP Product, Errol leads product strategy and management for Moontoast's innovative social technology platform. Previously, Errol was Head of Innovation at Optaros, where he provided Mobile & Social Commerce solutions for top retailers. Prior to Optaros, Errol founded, led and successfully sold an angel-backed venture delivering original social content programming via TV, web and physical entertainment venues. Previously, Errol was GM of Razorfish Boston.

Randy Apuzzo (2 posts)

Randy Apuzzo is founder and CTO of Zesty.io, a web content management company. Childhood hacker turned entrepreneur by age 15, Randy has more than a dozen ventures under his belt and today serves as a digital strategist applying both computer science and brand marketing expertise. Randy is a visionary in architecting solutions that help brands accelerate and scale their global digital content strategies. He is revered for empowering businesses with advanced technology that grants agility, cost savings, security and increased market share.

Akin Arikan (64 posts)

Akin Arikan, the author of Multichannel Marketing: Metrics and Methods for On and Offline Success, is a director of product strategy for ClickTale's Experience Management Platform. Akin has been working with analytics practitioners since 1999.

David Armano (2 posts)

David Armano is a Senior Partner at Dachis Group, an advisory firm focused on Social Business Design. He is both an active practitioner and thinker in the worlds of digital marketing, experience design, and the social web. Author of the popular Logic + Emotion blog, he is best known for his distinct brand of visual thinking. Follow David on Twitter.

Helen Armour (2 posts)

Head of Marketing at Really Simple Systems, Helen is a Member of the Chartered Institute of Marketing and a Chartered Marketer. With a background in travel and leisure, she has successfully transferred her skills to the world of tech, and writes passionately about customer-centric strategies, cloud-computing, digital marketing, data security and solutions for small business.

Guy Arnold (57 posts)

Guy is the author of 'Great or Poor' (www.greatorpoor.com ) … a simple and effective system for delivery of consistent and continually improving customer experiences, 'Go the Extra Inch' the effective way to empower your people, and 'Sales through Service' (www.salesthroughservice.com ) how to sell more through repeat business, referrals, round sales and reputation (the 4 R's). Guy helps Organisations large and small to systematically make more sales for lower costs, through 4 simple principles.

Shawn Arora (2 posts)

Shawn Arora is the founder of LaunchSpark Video, a Toronto-based explainer video agency with a focus on ROI. LaunchSpark works with SaaS / tech vendors to distill complex messaging into clear and concise insights that increase conversion rates.

Kapil Arora (1 posts)

Ecommerce Consultant with 6+years of Experience. Masters Degree in Marketing and Information Technology helps in understanding what converts/is more accepted amongst various segments and framing right messages very specific to the target audience. Kapil Arora Senior Digital Marketing Analyst

Lior Arussy (79 posts)

One of the world’s authorities on customer experience, customer centricity, and transformation, Lior Arussy delivers results. His strategic framework converts organizations from product- to customer-centricity. It is drawn from his work with some of the world’s leading brands: Mercedes-Benz, Royal Caribbean, Delta Air Lines, MasterCard, Novo Nordisk, Walmart and more. Arussy is also the author of seven books, including Next Is Now (May 2018)

Mohd Asad (2 posts)

An enthusiastic and passionate professional with a background of working in the consumer services industry. Skilled in Operations, Marketing , Product Development, Team Building and Client Relations. I joined Wishup at the initial stage and thrive on process creation, increasing organic SEO traffic and developing a growing team to live it out. Strong entrepreneurship individual with a Bachelor of Technology (B.Tech.) in Electrical and Electronics Engineering from SRM University

Khara Ashburne (2 posts)

Khara Ashburne, has over 16 years of strategic and executive program management experience, specializing in customer experience program design, corporate coaching and closed-loop management. With an extremely passionate view on superior customer experience, she has worked with small and large organizations, driving transformational programs designed to convert customers from simple, passive payers – or even worse, detractors – to loyal enthusiastic advocates of you and your brand.