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 March 31, 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. Nancy Porte
  3. Krista Sheridan
  4. Lynn Hunsaker
  5. Dave Fish
  6. Denyse Drummond-Dunn
  7. Ganesh Mukundan
  8. Jeanne Bliss
  9. Rob Brickle
  10. Mohamed Latib

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

  1. Hassan Mansoor
  2. Christopher Ryan
  3. David Dodd
  4. Mahesh Charjan
  5. Scott Brinker
  6. Vanessa DiMauro
  7. Harnil Oza
  8. David Raab
  9. Ernan Roman
  10. David Crane

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

  1. Christopher Ryan
  2. Michael Harris
  3. Bob Apollo
  4. Dave Brock
  5. David Dodd
  6. Dan McDade
  7. Adam Honig
  8. Gord Smith
  9. Barry Trailer
  10. Katie Bullard

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

  1. Paul Selby
  2. Jeremy Watkin
  3. Larry Alton
  4. Jeff Toister
  5. Kelechi Okeke
  6. Vitaliy Verbenko
  7. Thomas Wieberneit
  8. AJ Agrawal
  9. Richard Shapiro
  10. Martin Powton

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Lynn Hunsaker
  2. Martin Powton
  3. Sampson Lee
  4. Ian Golding
  5. Amanda Forshew
  6. Bob Thompson
  7. Richard Shapiro
  8. Jeanne Bliss
  9. Dave Fish
  10. Adrian Swinscoe

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

  1. Vanessa DiMauro
  2. Hassan Mansoor
  3. Werner Geyser
  4. Thomas Wieberneit
  5. Sue Duris
  6. Anand Srinivasan
  7. Niraj Ranjan
  8. Ankit Singh
  9. AJ Agrawal
  10. Ganesh Mukundan

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

  1. Tony Ulwick
  2. Bob Thompson
  3. Lynn Hunsaker
  4. Mike Boysen
  5. Krista Sheridan
  6. Mukesh Gupta
  7. Chris Petersen
  8. Denyse Drummond-Dunn
  9. Kevin Bottoms
  10. Adrian Swinscoe

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Bob Hayes
  2. Thomas Wieberneit
  3. Bill Price
  4. Chuck Schaeffer
  5. Bob Thompson
  6. Ritesh Mehta
  7. Skip Chilcott
  8. Dhrumit Shukla
  9. Vince Jeffs
  10. Steve Offsey

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

  1. Thomas Wieberneit
  2. Ritesh Mehta
  3. Chuck Schaeffer
  4. Bob Thompson
  5. Dhrumit Shukla
  6. Scott Brinker
  7. Vikas Agrawal
  8. Sandeep Raut
  9. David Raab
  10. Nikolay Bulava

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

  1. Jim Rembach
  2. Jeremy Watkin
  3. Bill Price
  4. Fred Chua
  5. Skip Chilcott
  6. Bob Thompson
  7. Murph Krajewski
  8. Dick Bourke
  9. Anand Subramaniam
  10. Shelby Faris

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

  1. Sampson Lee
  2. Vivek Jaiswal
  3. Martin Powton
  4. Gautam Mahajan
  5. Hassan Mansoor
  6. Richard Shapiro
  7. Himanshu Agarwal
  8. Molly Savage Breiner
  9. Bob Hayes
  10. Brandon Gains