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, 2019. See also top authors for past year.

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

  1. Jacob Morgan
  2. Lynn Hunsaker
  3. Andrew Rudin
  4. Annette Franz
  5. Mohamed Latib
  6. Amanda Forshew
  7. Adrian Swinscoe
  8. Ian Golding
  9. Steve DiGioia
  10. Andy Hanselman

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

  1. Margarita Hakobyan
  2. David Dodd
  3. Nicolina Savelli
  4. Lynn Hunsaker
  5. Fred Chua
  6. David Crane
  7. Christopher Ryan
  8. Philip Piletic
  9. David Raab
  10. Karina Dalhunova

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

  1. Bob Apollo
  2. Dave Brock
  3. Adam Honig
  4. Jeb Blount
  5. Andrew Rudin
  6. David Dodd
  7. Colleen Stanley
  8. Dave Kurlan
  9. Jack Dean
  10. Christopher Ryan

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

  1. Paul Selby
  2. Sampson Lee
  3. Richard Shapiro
  4. Jeremy Watkin
  5. Bill Price
  6. Shaun Belding
  7. Steve DiGioia
  8. Philip Piletic
  9. Hagai Shaham
  10. Maneesh Sharma

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Lynn Hunsaker
  2. Sampson Lee
  3. Bob Thompson
  4. Amanda Forshew
  5. Joseph Michelli
  6. Richard Shapiro
  7. Annette Franz
  8. Jim Tincher
  9. Denyse Drummond-Dunn
  10. Vince Jeffs

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

  1. Harnil Oza
  2. Harikrishna Kundariya
  3. Derek Edmond
  4. David Crane
  5. Sandeep Raut
  6. Lilach Bullock
  7. Kaley Hart
  8. Bryan Pearson
  9. Haris Saeed
  10. Vikas Agrawal

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

  1. Amanda Forshew
  2. Braden Kelley
  3. Madhu V Swamy
  4. Tony Ulwick
  5. Nancy Porte
  6. Katie Hickey
  7. James Warner
  8. John Aves
  9. Sunil Karkera
  10. Jennifer Law

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. David Raab
  2. Hemendra Singh
  3. Chirag Shivalker
  4. Bill Price
  5. Bob Hayes
  6. Diana Maltseva
  7. Agi Marx
  8. Fred Chua
  9. Margarita Hakobyan
  10. Jerelle Gainey

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

  1. Hemendra Singh
  2. Thomas Wieberneit
  3. Amit Tiwari
  4. Bob Thompson
  5. Harnil Oza
  6. Tarun Nagar
  7. Vishal Bhatia
  8. Mitesh Patel
  9. James Warner
  10. Kaye Chapman

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. Dick Bourke
  5. Bill Price
  6. Shelby Faris
  7. Daniela Puzzo
  8. Johnny Rosa
  9. Anand Subramaniam
  10. Thomas Laird

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

  1. Annette Franz
  2. Dave Fish
  3. Amanda Forshew
  4. Philip Piletic
  5. Joseph Michelli
  6. Jennifer Warren
  7. Ian Golding
  8. Brian Hannon
  9. Bryan Pearson
  10. Bob Thompson