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 June 30, 2018. See also top authors for past year.

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

  1. Ian Golding
  2. Krista Sheridan
  3. Ganesh Mukundan
  4. Lynn Hunsaker
  5. Nancy Porte
  6. Mohamed Latib
  7. Dave Fish
  8. Jacob Morgan
  9. Jeanne Bliss
  10. Vivek Jaiswal

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

  1. Christopher Ryan
  2. Hassan Mansoor
  3. Vanessa DiMauro
  4. David Dodd
  5. Triniti Burton
  6. Scott Brinker
  7. David Crane
  8. Vince Jeffs
  9. Andrei Klubnikin
  10. Derek Edmond

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

  1. Christopher Ryan
  2. Bob Apollo
  3. David Dodd
  4. Adam Honig
  5. Al Davidson
  6. Dave Brock
  7. Jack Dean
  8. Ric Noreen
  9. Barry Trailer
  10. Dan McDade

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

  1. Paul Selby
  2. Jeremy Watkin
  3. Richard Shapiro
  4. Martin Powton
  5. Melissa Thompson
  6. Jakub Slámka
  7. Larry Alton
  8. Anand Subramaniam
  9. Jeff Toister
  10. Shaun Belding

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Sampson Lee
  2. Ian Golding
  3. Lynn Hunsaker
  4. Richard Shapiro
  5. Amanda Forshew
  6. Bob Thompson
  7. Dave Fish
  8. Vivek Jaiswal
  9. Jeanne Bliss
  10. Nancy Porte

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

  1. Vanessa DiMauro
  2. Hassan Mansoor
  3. Elijah Masek-Kelly
  4. Christopher Ryan
  5. Sue Duris
  6. Derek Edmond
  7. Ankit Singh
  8. AJ Agrawal
  9. Fred Chua
  10. Marc Meyer

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

  1. Bob Thompson
  2. Tony Ulwick
  3. Lynn Hunsaker
  4. Amanda Forshew
  5. Chris Petersen
  6. Mukesh Gupta
  7. Krista Sheridan
  8. Greg Heist
  9. Mike Boysen
  10. Sudeshna Sen

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Bob Hayes
  2. Ritesh Mehta
  3. Bill Price
  4. Dhrumit Shukla
  5. Thomas Wieberneit
  6. Steve Offsey
  7. James Warner
  8. Vince Jeffs
  9. Fred Chua
  10. Amanda Forshew

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

  1. Ritesh Mehta
  2. Thomas Wieberneit
  3. Dhrumit Shukla
  4. Hemendra Singh
  5. Scott Brinker
  6. Hassan Mansoor
  7. Andrei Klubnikin
  8. Bob Thompson
  9. Vikas Agrawal
  10. Chuck Schaeffer

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

  1. Jim Rembach
  2. Jeremy Watkin
  3. Fred Chua
  4. Kim Campbell
  5. Nancy Seby
  6. Murph Krajewski
  7. Shelby Faris
  8. Dick Bourke
  9. Anand Subramaniam
  10. Hassan Mansoor

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

  1. Vivek Jaiswal
  2. Sampson Lee
  3. Richard Shapiro
  4. Gautam Mahajan
  5. Bob Hayes
  6. Lynn Hunsaker
  7. Ganesh Mukundan
  8. Connie Harrington
  9. Howard Lax
  10. Ernan Roman