Top Authors by Topic

These lists show the Top 10 authors for the past year in each of the major site topics. Rankings are based on total page views for published articles, blog posts, and interviews as of December 31, 2023. See also top authors for past year.

Leadership: Customer-centric strategy, culture and organization alignment through effective measurements and rewards.

  1. Lynn Hunsaker
  2. Annette Franz
  3. Hubert Palan
  4. Mukesh Gupta
  5. Oliver Baker
  6. Denyse Drummond-Dunn
  7. Vivek Goel
  8. Joseph Michelli
  9. Ed Murphy
  10. Angie Tay

Digital Marketing: Lead management, online marketing, web analytics, email marketing, multi- and cross-channel marketing

  1. David Dodd
  2. Syed Balkhi
  3. Ardath Albee
  4. Shaun Smith
  5. Liviu Tanase
  6. Oliver Baker
  7. Pratip Biswas
  8. Francis Buttle
  9. Chalmers Brown
  10. Tim Riesterer

Sales Performance: Sales effectiveness, sales process, performance management, compensation, tools

  1. Dave Kurlan
  2. Peter Cohan
  3. Bob Apollo
  4. Julie Thomas
  5. Manish Tahiliani
  6. Molly McKinstry
  7. Vikas Agrawal
  8. Sharon Drew Morgen
  9. Hassan Mansoor
  10. Oleksandr Maksymeniuk

Service and Support: Multi-channel service, channel adoption, knowledge management, chat, mobile, quality vs. cost

  1. John Goodman
  2. Philip Piletic
  3. Chalmers Brown
  4. Jeshtal Sheth
  5. Adrian Swinscoe
  6. Denyse Drummond-Dunn
  7. Mark Hillary
  8. Marie Angselius
  9. Mukesh Mirchandani
  10. Eric Sims

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Lynn Hunsaker
  2. Dave Fish
  3. Annette Franz
  4. Howard Lax
  5. Steven Van Belleghem
  6. Liliana Petrova
  7. Steve Bederman
  8. Ricardo Saltz Gulko
  9. Colin Shaw
  10. Bill Price

Social Business: Social CRM, Enterprise 2.0, customer communities, external social networks

  1. Syed Balkhi
  2. Braden Kelley
  3. Jane Grin
  4. Michael Lowenstein
  5. Madison Fisher
  6. Kyle Wong
  7. Dhaval Sarvaiya
  8. Steven Van Belleghem
  9. Thomas Wieberneit
  10. Michael Podolsky

Innovation: Customer-driven innovation, ideation, co-creation

  1. Dave Fish
  2. Hubert Palan
  3. Steven Van Belleghem
  4. Mukesh Gupta
  5. Sara Portell
  6. James Elliott
  7. Ricardo Saltz Gulko
  8. Michael Hinshaw
  9. Allison Tiscornia
  10. Luke Soon

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Steve Bederman
  2. Seth Earley
  3. Richa Pokhriyal
  4. Dave Fish
  5. Thomas Wieberneit
  6. Denyse Drummond-Dunn
  7. Annette Franz
  8. Dhaval Sarvaiya
  9. John Goodman
  10. Joanna Moser

Enterprise Technology: Cloud computing, mobile, open source, Web 2.0, industry trends

  1. Alastar Kerpel
  2. Amit Dua
  3. Nikunj Gundaniya
  4. Thomas Wieberneit
  5. Seth Earley
  6. Tripti Rai
  7. Steven Van Belleghem
  8. Pratip Biswas
  9. Liliana Petrova
  10. Alexios Blanos

Contact Center: Speech-enabled IVRs, virtual contact centers, unified communications, workforce management, first-contact resolution

  1. Steve Bederman
  2. Tricia Morris
  3. Bill Price
  4. Jeshtal Sheth
  5. Marie Angselius
  6. Mark Hillary
  7. Joanna Moser
  8. Ross Daniels
  9. Andrew O’Brien
  10. Oleksandr Maksymeniuk

Customer Loyalty: loyalty marketing, rewards programs, emotional vs. rational loyalty, advocacy and measurement approaches

  1. Lynn Hunsaker
  2. Jenn McMillen
  3. Francis Buttle
  4. John Goodman
  5. Annette Franz
  6. Syed Balkhi
  7. Colin Shaw
  8. Shaun Smith
  9. Ricardo Saltz Gulko
  10. Eric Sims