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Top Authors by Topic

These lists show CustomerThink’s Top 10 authors for the past 12 months in the top 10 site topics. Rankings are based on total page views for blog posts and articles, as of December 31, 2016. See also top authors for past year.

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

  1. Ian Golding
  2. Bill Hogg
  3. Jeanne Bliss
  4. Lynn Hunsaker
  5. Andrew Rudin
  6. Peter Landau
  7. Adrian Swinscoe
  8. Michael Lowenstein
  9. Shaun Belding
  10. Robert Brands

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

  1. Louis Foong
  2. David Dodd
  3. Larisa Bedgood
  4. Denyse Drummond-Dunn
  5. Susan Smith
  6. AJ Agrawal
  7. Derek Edmond
  8. Scott Brinker
  9. Brandon Gains
  10. David Raab

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

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

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

  1. Jeff Toister
  2. Nicolina Savelli
  3. Larry Alton
  4. Shaun Belding
  5. Jeremy Watkin
  6. Laura Ballam
  7. Bob Thompson
  8. Tricia Morris
  9. Kelechi Okeke
  10. Kate Leggett

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Steve Offsey
  2. Ian Golding
  3. Michael Hinshaw
  4. Lynn Hunsaker
  5. Sven-Olof Husmark
  6. Jeanne Bliss
  7. Bob Thompson
  8. Annette Franz Gleneicki
  9. Nicolina Savelli
  10. Donna Peeples

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

  1. Derek Edmond
  2. Terry Golesworthy
  3. Natalie Petouhoff
  4. Kristina Jaramillo
  5. Vanessa DiMauro
  6. Hassan Mansoor
  7. Larisa Bedgood
  8. Louis Foong
  9. Jeff Toister
  10. Ernan Roman

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

  1. Tony Ulwick
  2. Joseph Dager
  3. Bob Thompson
  4. Jenny Dempsey
  5. Michael Hinshaw
  6. Brian Walker
  7. Dave Fish
  8. Robert Brands
  9. Amrita Bhattacharyya
  10. Shahid Mansuri

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Bob Hayes
  2. Rick Delgado
  3. Bill Price
  4. Paco Darcey
  5. Rohit Yadav
  6. Jeanne Landau
  7. Thomas Wieberneit
  8. Bob Thompson
  9. Larisa Bedgood
  10. Gary Angel

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

  1. Chuck Schaeffer
  2. Gigi Peccolo
  3. Thomas Wieberneit
  4. Donna Peeples
  5. David Raab
  6. Scott Brinker
  7. Alessandra Ceresa
  8. Bob Hayes
  9. Paul Anderson
  10. Natalie Petouhoff

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

  1. Nicolina Savelli
  2. Joshua Feast
  3. Jeff Toister
  4. Anna Warchol
  5. Jeanne Landau
  6. Arvind Rongala
  7. Bill Price
  8. Jim Rembach
  9. Bob Thompson
  10. Ben Noble

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

  1. Michael Lowenstein
  2. Gautam Mahajan
  3. Denyse Drummond-Dunn
  4. Bob Thompson
  5. Larry Alton
  6. Howard Lax
  7. Colin Shaw
  8. Adrian Swinscoe
  9. Anand Srinivasan
  10. Shep Hyken