Top

Top Authors by Topic

These lists show CustomerThink’s Top 10 authors for the past year in each of the major site topics. Rankings are based on total page views for published content (articles, blog posts, interviews) as of March 31, 2017. See also top authors for past year.

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

  1. Lynn Hunsaker
  2. Ian Golding
  3. Bill Hogg
  4. Jeanne Bliss
  5. Louis Foong
  6. Michael Lowenstein
  7. Andrew Rudin
  8. Adrian Swinscoe
  9. Margarita Hakobyan
  10. Peter Landau

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

  1. Louis Foong
  2. David Dodd
  3. Derek Edmond
  4. Denyse Drummond-Dunn
  5. Ernan Roman
  6. Brandon Gains
  7. Larisa Bedgood
  8. Christopher Ryan
  9. AJ Agrawal
  10. David Raab

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

  1. Bob Apollo
  2. Andrew Rudin
  3. Jack Dean
  4. David Dodd
  5. Christopher Ryan
  6. Bob Thompson
  7. Dave Kurlan
  8. Dave Brock
  9. Adam Honig
  10. Hank Barnes

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

  1. Jeff Toister
  2. Nicolina Savelli
  3. Jeremy Watkin
  4. Bob Thompson
  5. Larry Alton
  6. Michael Becker
  7. Michael Hinshaw
  8. Adrian Swinscoe
  9. Richard Shapiro
  10. Steve DiGioia

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Steve Offsey
  2. Lynn Hunsaker
  3. Ian Golding
  4. Nicolina Savelli
  5. Michael Hinshaw
  6. Bob Thompson
  7. Nancy Porte
  8. Jeanne Bliss
  9. Thomas Wieberneit
  10. Richard Shapiro

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

  1. Terry Golesworthy
  2. Derek Edmond
  3. Ernan Roman
  4. Mindi Rosser
  5. Vikas Agrawal
  6. Larisa Bedgood
  7. Hassan Mansoor
  8. Kristina Jaramillo
  9. Natalie Petouhoff
  10. Jeff Toister

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

  1. Tony Ulwick
  2. Joseph Dager
  3. Michael Hinshaw
  4. Shahid Mansuri
  5. Dave Fish
  6. Adrian Swinscoe
  7. Mike Boysen
  8. Chris Petersen
  9. Mukesh Gupta
  10. Bob Thompson

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Bob Hayes
  2. Thomas Wieberneit
  3. Bob Thompson
  4. Bill Price
  5. Rick Delgado
  6. Duff Anderson
  7. Lane Cochrane
  8. Nancy Porte
  9. Gary Angel
  10. Vince Jeffs

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

  1. Chuck Schaeffer
  2. Thomas Wieberneit
  3. Bob Thompson
  4. Michael Becker
  5. David Raab
  6. Nicolina Savelli
  7. Jamshaid Anwar
  8. Scott Brinker
  9. Duff Anderson
  10. Sandeep Raut

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

  1. Michael Becker
  2. Nicolina Savelli
  3. Jamshaid Anwar
  4. Jim Rembach
  5. Bill Price
  6. Tara Wildt
  7. Jeremy Watkin
  8. Ben Noble
  9. Jeff Toister
  10. Bob Thompson

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

  1. Denyse Drummond-Dunn
  2. Bob Thompson
  3. Michael Lowenstein
  4. Howard Lax
  5. Gautam Mahajan
  6. Larry Alton
  7. David Feldman
  8. Joellyn Sargent
  9. Bob Hayes
  10. Jeanne Bliss