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 June 30, 2019. See also top authors for past year.

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

  1. Lynn Hunsaker
  2. Amanda Forshew
  3. Annette Franz
  4. Andrew Rudin
  5. Agi Marx
  6. Brian O’Connell
  7. Philip Piletic
  8. Colleen Stanley
  9. Mohamed Latib
  10. Jacob Morgan

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

  1. David Dodd
  2. Philip Piletic
  3. Fred Chua
  4. Hassan Mansoor
  5. Lynn Hunsaker
  6. Christopher Ryan
  7. Tarun Nagar
  8. David Raab
  9. Harikrishna Kundariya
  10. Rhonda Basler

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

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

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

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

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Lynn Hunsaker
  2. Bob Thompson
  3. Sampson Lee
  4. Annette Franz
  5. Richard Shapiro
  6. Jim Tincher
  7. Shep Hyken
  8. Vivek Jaiswal
  9. Amanda Forshew
  10. Stacy Sherman

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

  1. Harikrishna Kundariya
  2. David Crane
  3. Vikas Agrawal
  4. Michael Wagner
  5. Kelechi Okeke
  6. Haris Saeed
  7. Bryan Pearson
  8. Hassan Mansoor
  9. Ruth Stevens
  10. Lilach Bullock

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

  1. Madhu V Swamy
  2. James Warner
  3. Braden Kelley
  4. Nancy Porte
  5. John Aves
  6. Katie Hickey
  7. Tony Ulwick
  8. Fred Chua
  9. Dan Toma
  10. Sunil Karkera

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. David Raab
  2. Bob Thompson
  3. Diana Maltseva
  4. Agi Marx
  5. Chirag Shivalker
  6. Vince Jeffs
  7. John Hurley
  8. Lynn Hunsaker
  9. Ram Tavva
  10. Bob Hayes

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

  1. Hemendra Singh
  2. Tarun Nagar
  3. Bob Thompson
  4. Krunal Vyas
  5. James Warner
  6. Mitesh Patel
  7. Amit Tiwari
  8. Vishal Bhatia
  9. Thomas Wieberneit
  10. Amit Agrawal

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

  1. Dick Bourke
  2. Jim Rembach
  3. Fred Chua
  4. Thomas Laird
  5. Jeremy Watkin
  6. Bob Thompson
  7. Craig Besnoy
  8. Bill Price
  9. Susan Preiss
  10. Mitul Makadia

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

  1. Philip Piletic
  2. Amanda Forshew
  3. Dave Fish
  4. Annette Franz
  5. Vivek Jaiswal
  6. Shep Hyken
  7. Bob Thompson
  8. Ian Golding
  9. Bryan Pearson
  10. Brian Kracik