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 Dec. 31, 2017. See also top authors for past year.

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

  1. Ian Golding
  2. Jeanne Bliss
  3. Louis Foong
  4. Lynn Hunsaker
  5. Nancy Porte
  6. Dave Fish
  7. Bob Thompson
  8. Denyse Drummond-Dunn
  9. Rob Brickle
  10. Jeffrey Mack

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Lynn Hunsaker
  2. Ian Golding
  3. Bob Thompson
  4. Migs Bassig
  5. Derek Edmond
  6. Martin Powton
  7. Jeanne Bliss
  8. Sampson Lee
  9. Amanda Forshew
  10. Nancy Porte

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

  1. Derek Edmond
  2. Hassan Mansoor
  3. Christopher Ryan
  4. Brandon Gains
  5. David Dodd
  6. David Raab
  7. Ernan Roman
  8. Susan Smith
  9. Mahesh Charjan
  10. Louis Foong

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

  1. Christopher Ryan
  2. Bob Thompson
  3. Bob Apollo
  4. Michael Harris
  5. Dave Kurlan
  6. Dave Brock
  7. Andrew Rudin
  8. David Dodd
  9. Matt Heinz
  10. Meena Veilumuthu

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

  1. Jeremy Watkin
  2. Thomas Wieberneit
  3. Jeff Toister
  4. Paul Selby
  5. Larry Alton
  6. Vitaliy Verbenko
  7. Daniela Puzzo
  8. AJ Agrawal
  9. Kelechi Okeke
  10. Teresa Allen

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

  1. Vikas Agrawal
  2. Hassan Mansoor
  3. Mindi Rosser
  4. Werner Geyser
  5. Thomas Wieberneit
  6. AJ Agrawal
  7. Ryan Kh
  8. Anand Srinivasan
  9. Sue Duris
  10. Robert Bacal

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

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

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Thomas Wieberneit
  2. Bob Hayes
  3. Bob Thompson
  4. Bill Price
  5. Vince Jeffs
  6. Rick Delgado
  7. Duff Anderson
  8. Chuck Schaeffer
  9. Maria Marinina
  10. Ritesh Mehta

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

  1. Thomas Wieberneit
  2. Chuck Schaeffer
  3. Bob Thompson
  4. Ritesh Mehta
  5. Bhavesh Koladiya
  6. David Raab
  7. Sandeep Raut
  8. Vikas Agrawal
  9. Jeremy Watkin
  10. Nicolina Savelli

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

  1. Nicolina Savelli
  2. Jim Rembach
  3. Jeremy Watkin
  4. Bill Price
  5. Jamshaid Anwar
  6. Fred Chua
  7. Skip Chilcott
  8. Bob Thompson
  9. Hagai Shaham
  10. Dick Bourke

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

  1. Migs Bassig
  2. Martin Powton
  3. Sampson Lee
  4. Hassan Mansoor
  5. Vivek Jaiswal
  6. Bob Hayes
  7. Bob Thompson
  8. Richard Shapiro
  9. Himanshu Agarwal
  10. Endri Hasanaj