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

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

  1. Jacob Morgan
  2. Krista Sheridan
  3. Ganesh Mukundan
  4. Mohamed Latib
  5. Amanda Forshew
  6. Lynn Hunsaker
  7. Ian Golding
  8. Adrian Swinscoe
  9. Lior Arussy
  10. Dave Fish

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

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

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

  1. Bob Apollo
  2. Jeb Blount
  3. Christopher Ryan
  4. David Dodd
  5. Dave Brock
  6. Adam Honig
  7. Ric Noreen
  8. Al Davidson
  9. Andrew Rudin
  10. Barry Trailer

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. Hassan Mansoor
  5. Jeremy Watkin
  6. Martin Powton
  7. Larry Alton
  8. Shaun Belding
  9. Anand Subramaniam
  10. Mansi Bhatia

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Sampson Lee
  2. Bob Thompson
  3. Lynn Hunsaker
  4. Amanda Forshew
  5. Richard Shapiro
  6. Ian Golding
  7. Krista Sheridan
  8. Nancy Porte
  9. Dave Fish
  10. Joseph Michelli

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

  1. Vanessa DiMauro
  2. Hassan Mansoor
  3. Christopher Ryan
  4. Sue Duris
  5. Ankit Singh
  6. Harikrishna Kundariya
  7. Harnil Oza
  8. Derek Edmond
  9. Fred Chua
  10. Nancy Porte

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

  1. Bob Thompson
  2. Tony Ulwick
  3. Lynn Hunsaker
  4. Amanda Forshew
  5. Greg Heist
  6. Krista Sheridan
  7. Jennifer Law
  8. Sunil Karkera
  9. Katie Hickey
  10. Vidya Priya Rao

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Bob Hayes
  2. Ritesh Mehta
  3. James Warner
  4. Bill Price
  5. Steve Offsey
  6. Hemendra Singh
  7. Dhrumit Shukla
  8. Margarita Hakobyan
  9. Amanda Forshew
  10. Fred Chua

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

  1. Hemendra Singh
  2. Thomas Wieberneit
  3. Ritesh Mehta
  4. Hassan Mansoor
  5. Andrei Klubnikin
  6. Dhrumit Shukla
  7. Scott Brinker
  8. Bob Thompson
  9. James Warner
  10. Dave Fish

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

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

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

  1. Sampson Lee
  2. Richard Shapiro
  3. Lynn Hunsaker
  4. Ian Golding
  5. Bob Hayes
  6. Gautam Mahajan
  7. Kushal Dev
  8. Ganesh Mukundan
  9. Connie Harrington
  10. Shaun Belding