Author Directory

This listing is organized alphabetically by last name, for authors with at least one published post. Click on the author name for more information and to view the author’s posts. Learn how you can contribute to CustomerThink!

Laurence Ainsworth (52 posts)

Laurence Ainsworth founded Exigent Consulting in 2002 and since then has performed a number of successful turnaround more recently he has worked with businesses to utilise Social Marketing to drive sales performance, customer loyalty and brand recognition. He is skilled at working with, and getting the most from, owner managers.

James Ainsworth (19 posts)

Head of Content

Matti Airas (6 posts)

My main mission during the last three years have been trying to figure out how free-form text feedback (social media, forums, NPS, transaction queries etc.) analysis can improve overall customer satisfaction. Specialities: Customer Experience Management, Text Analytics, Internet applications and services, mobile applications, customer development and sales, management and startups.

Quentin Aisbett (38 posts)

Quentin is a co-founder and the SEO strategist of the Australian-based agency Searcht. He is an information-hungry Gen Xer, often found lurking in the deepest corners of a client's Google Analytics on a quest to dig up something insightful. With 12+years of SEO experience, he’s the man behind Searcht's 5-star client reviews and a regular contributor to GoDaddy.

Ian Aitchison (2 posts)

I am the CEO, Asia Pacific Region for COPC Inc. I help organisations improve their Customer Experience related operations through training, consulting, research and operational certification.

Ian Aitchison (1 posts)

Ian Aitchison is Senior Director of Product Management for Enterprise Service Management at Ivanti. He heads up Ivanti's Service and Asset Management strategy and product portfolio, leading a global team of brilliant product managers delivering innovative software solutions. He also works frequently with industry leaders and decision makers to help drive strategic IT transformations and gain the benefits of technology innovation. Ian contributes to the wider ITSM community, blogging and speaking worldwide.

Rohit Akiwatkar (1 posts)

I am the cloud consultant at Simform. My expertise in cloud technologies and serverless in particular enables organizations to translate their vision into powerful software solutions. As the cloud technology consultant I am involved in various projects in designing the (backend) cloud architectures for our clients.

Tony Albachiara (9 posts)

Tony serves in the role of Principal at Sales Benchmark Index (SBI), professional services firm focused exclusively on sales & marketing effectiveness for companies worldwide. An industry thought leader, with more than 25 years of experience scaling national sales organizations.

Diane Albano (6 posts)

Accomplished sales and marketing leader with a history of record-breaking results through the development of high-performing teams in organizations ranging from start-up to multi-billion-dollar enterprises. Skilled in building new & profitable distribution channels for technology, SaaS, and business intelligence. Deep international experience in establishing and growing global markets, including EMEA, APAC, and LATAM. Adept at sales organizational design, strategy, and structure. Line management experience includes full P&L responsibility for business units ranging in size from $40M to $500M.

Ardath Albee (330 posts)

Ardath Albee is a B2B Marketing Strategist and the CEO of her firm, Marketing Interactions, Inc. She helps B2B companies with complex sales create and use persona-driven content marketing strategies to turn prospects into buyers and convince customers to stay. Ardath is the author of Digital Relevance: Developing Marketing Content and Strategies that Drive Results and eMarketing Strategies for the Complex Sale. She's also an in-demand industry speaker.

David Albert (1 posts)

David joined GfK in 2000 and has worked on some of GfK's largest research programs both in North America and around the globe. David's experience includes such strategic issues as customer loyalty, brand building, new product development in many industries including Automotive, Telecommunications, FMCG, Finance, Media, and Pharmaceuticals. David has over 10 years experience in research in both academia and business.

Lara Albert (1 posts)

Lara Albert is Vice President of Global Marketing for Globys, a provider of customer experience solutions for the worldwide market, leads corporate and product marketing initiatives. Prior to Globys, Albert worked at VeriSign, AOL and Kraft Foods. She holds a bachelor's degree from the University of Georgia and a master's degree in business administration from Vanderbilt University.

MIke Albritton (1 posts)

As Managing Director for RSSBus Connect, a leading EDI and data integration solution, Mike is responsible for executing on the company's product development and product strategy. Mike brings more than a decade of experience in data connectivity development and management. With deep expertise in APIs, electronic data interchange (EDI) and data integration, he is a presenter for data integration conferences across the U.S. Mike holds a BS in Computer Science from the University of North Carolina at Chapel Hill and an MBA from the Duke Fuqua School of Business.

Mariia Aleksandrova (2 posts)

Mariia is a Content Marketing Professional at Eastern Peak, a custom software development company focused on helping startups and mid-size businesses reach their full potential by building great websites and intuitive mobile apps. She holds a passion for tracking new changes in the technology business world and sharing them through different types of content.

Greg Alexander (10 posts)

Greg Alexander serves as CEO of Sales Benchmark Index (SBI), a sales and marketing consultancy focused exclusively on helping B2B companies exceed their revenue targets. In 2012, Alexander was named as one of the top 25 sales minds online by OpenView Partners. Sales and Marketing Management Magazine named Alexander "Sales Manager of the Year".

James Alexander (30 posts)

James "Alex" Alexander has a doctorate in Human Resource Development, and after a dozen years in corporate life has spent more than two decades helping product companies build brilliant services businesses. Alex researches, publishes, advises, trains, and speaks on transforming good services organizations into high-performance services machines that create loyal customers, drive sales of services and products, and dominate the competition. He has written five research studies, four books, and over 150 articles, and has spoken, consulted, and trained in 25 countries.

Kristen Alexander (1 posts)

Kristen Alexander is the Chief Marketing Officer at Certain. She leads go-to-market strategy, demand generation, product marketing and corporate communications. To her current role as CMO, Kristen brings 20 years of industry experience inside Fortune 100 companies and high-growth startups in both enterprise and consumer companies. Most recently, Kristen led marketing at Agari, a high-growth leader in cybersecurity. Prior to Agari, she held senior roles at Disney Interactive and Cricket.

Fortuné Alexander (1 posts)

Fortuné Alexander, Senior Director, Product Marketing for Customer Service and Sales Automation at Pegasystems, is a product marketing leader with deep expertise in positioning Customer Experience (CX) solutions built for AI-powered decisioning and workflow automation. He specializes in GTM strategy, planning, and execution for enterprise customer engagement solutions.

Scott Allan (1 posts)

Scott Allan is chief marketing officer at AddThis, where he is responsible for public relations and marketing at AddThis. Prior to joining the AddThis team, Scott was senior vice president of Global Marketing at Rakuten LinkShare. Scott has also held marketing management positions at Quark, EMC and IBM Lotus.

Teresa Allen (58 posts)

Teresa Allen is a nationally recognized customer service speaker and customer service author. Allen is owner of Common Sense Solutions, a national training and consulting firm focused on bringing common sense to business and life. Allen is author of Common Sense Service: Close Encounters on the Front Lines and is co-author of The Service Path: Your Roadmap for Building Strong Customer Loyalty.

McKay Allen (124 posts)

LogMyCalls is the next generation of call tracking and marketing automation. The award winning product from ContactPoint, LogMyCalls provides lead scoring, conversion rate tracking and close rate mapping. For more information visit and call (866) 811-8880.

Ross Allen (1 posts)

Ross Allen's expertise at SALESWORKS is to ensure that all businesses adapt and maintain a consistent approach to managing their businesses, and selling and delivering ERP and CRM projects. His extensive experience in systems analysis and sales process engineering enable him to rapidly develop and execute flexible technology implementations.

Errol Allen (4 posts)

Speaker, Author and Consultant Errol Allen utilizes his 25 years of practical hands-on experience to create practical customer service strategies and solutions. He is an expert contributor to publications such as The Houston Business Journal, Young, Fabulous & Self Employed Magazine, Customer Service Manager of the UK and Customer Experience Magazine of the UK. Errol is the author of Keys to Delivering Amazing Customer Service.

Laurence Allen (1 posts)

I am a marketing manager promoting c-suite conferences across the globe specializing in subject areas including customer experience, learning and development, data, data science and analytics.

Liam Allen (1 posts)

A Continuous Improvement practitioner who is passionate about business improvement and delivering solutions that enhance experiences for both customers and colleagues. Experienced across a multitude of leadership & project roles, most recently as a Continuous Improvement Consultant utilising Lean Six Sigma project management methodologies to deliver significant business benefits in cost reduction, revenue increase and cultural change.

Michael Allenson (37 posts)

Michael is Founder of CXDriven. Formerly he was Principal CX Transformation Consultant at MaritzCX where he led a global team that consulted with clients on how to better leverage their customer experience management programs to drive business success. A frequent writer and presenter, Michael is passionate about helping companies leverage customer intelligence to take action that creates lasting customer relationships and sustainable improvements in growth and profitability. Over a 20+ year career, he has consulted with numerous Fortune 500 companies and their leadership teams on how to uncover superior insights and turn them into action. Prior to his role at MaritzCX, Michael was a Senior Consultant for Maritz Research, Technomic, Diamond Management and Technology Consultants and Leo J. Shapiro and Associates.

Jason Alley (2 posts)

Jason Alley is a senior solutions marketing manager for Interactive Intelligence. Since his employment in 2010, Jason has helped Interactive Intelligence develop market requirements and go-to-market strategies for contact center, customer experience, and cloud solutions. Prior to Interactive, he spent ten years consulting with large enterprise contact centers and suppliers for Vanguard Communications, and a company he later founded, SmartContact Consulting. Jason spent the first seven years of his career in sales, marketing, and product management.

Cathy Allington (4 posts)

Cathy Allington is managing director of You Grow Pty Ltd., an international CRM company with simple but powerful CRM tools to allow small businesses to use the customer information they already have in their existing accounting or point-of-sales systems to grow their business by communicating with clients and prospects.

Nada Allouch (3 posts)

Content writer at Penji. We help companies achieve their full design potential. Aspiring writer and certified digital marketer. My writings aim to help people reach their business goals and marketing objectives.

Polly Alluf (1 posts)

Polly Alluf is the VP of Marketing at Insert,, the first Codeless Mobile Engagement Platform. She loves everything about marketing, from digital to field and from branding to automation. Polly's passion is data driven marketing and she considers herself very lucky, being a marketer whose target audience is enterprise marketers.

Alex Allwood (31 posts)

My focus is connecting customer and culture to empower customer-centric growth; fostering a culture of customer centricity, building team capability and helping transform customer experiences. With a 20 year track record in leadership, operations and marketing, my strength is developing customer experience strategy: customer understanding and empathy, experience vision and guiding principles and the customer narrative. I am the principal of the CX consultancy, All Work Together; authored the books, Customer Empathy (2019) and Customer Experience is the Brand (2015).

Larry Alton (192 posts)

Larry Alton is an independent business consultant specializing in social media trends, business, and entrepreneurship. Follow him on Twitter and LinkedIn.

Sorin Alupoaie (8 posts)

Sorin Alupoaie is the founder of Swifteq, a company developing intelligent assist apps for customer service agents. An experienced software technologist and entrepreneur, he loves shipping products that solve painful customer problems. Sorin strongly believes that any Customer Service interaction represents a huge opportunity for a business to listen and improve how they deliver value to customers. Insights and automations enabled by Artificial Intelligence should be used to remove friction from these interactions and provide a better and faster service.

Alejandra Alvarez (1 posts)

Alejandra is a content writer and marketing collaborator at, a provider of live chat software for business. For advice, best live chat practices and online support news you can check out Visitlead Blog.

Paul Alves (13 posts)

Paul is Co-Founder of AGSalesworks and current CEO. Proven Sales Professional and Entrepreneur, working with both start-ups and Fortune 500 companies.

Ahmed Aly (7 posts)

Ahmed is a a Customer Experience Expert with long history of delivering a high standard of CX in UAE (16+ years of experience). He is currently offering his knowledge to the Prime Minister's Office of UAE in the role of Senior Consultant. Ahmed has completed his PhD in IBS-UTM (International Business School - Universiti Teknologi Malaysia) and holds MBA degree from the University of Atlanta in USA and Bachelor’s Degree in Communications Engineering from Cairo University of Egypt. His PhD thesis is Data Driven Customer Experience and the Roadmap to deliver Happiness.

Kathy Aman (1 posts)

Kathy Aman, senior vice president of sales and customer relationship management at Firstsource Solutions,has more than 14 years of experience in the call center management industry with experience in collections and receivables management for U.S. domestic companies. Her strengths are in relationship management, business development, and finding effective solutions to meet her clients' business needs.

Cooper Ambjorn-Olsen (3 posts)

Cooper is a Sr. Account Manager for Concentrix Analytics. She has 10 years’ experience helping Financial Services clients use customer insights to develop and execute CX strategies that increase customer satisfaction, retention, and loyalty while recognizing improved profitability and efficiencies in spend. Cooper has deep experience with a variety of quantitative and qualitative research tools, approaches and methodologies.

Stefanie Amini (93 posts)

Stefanie Amini is the Marketing Director and Specialist in Customer Success at WalkMe, the world's first interactive online guidance system. She is chief writer and editor of I Want It Now (, a blog for Customer Service Experts. Follow her @StefWalkMe.

Randi Amorusi (3 posts)

Vice President of Client Success and Marketing for digital agency Whereoware, Randi Amorusi ensures clients’ digital services achieve intended business objectives. Mohr also oversees Whereoware’s brand messaging and marketing efforts to accelerate sales growth.

Sarah Amundsson (9 posts)

As an expert in digital identity verification, Sarah helps businesses deploy solutions globally to solve their problems for Know Your Customer(KYC), Know Your Business (KYB), Anti-Money Laundering(AML) both for Individuals & Businesses, and fraud detection.

Teresa Anania (1 posts)

Teresa Anania is vice president of customer success at Zendesk where she is responsible for the management and development of the company's global client base, including all customer segments from SMB to enterprise. Her remit is to ensure Zendesk's customers are realizing maximum business value across the customer lifecycle, which ultimately results in their renewal, growth of lifetime value, and customer satisfaction. Prior to Zendesk, Teresa was the senior director of customer success at Autodesk where she drove both scale and tech-touch success motions across all market segments.

Brian Anders (6 posts)

Brian Anders joined WorkSmart Systems in 2019 as director of human resources and has extensive experience in all aspects of HR within the service industry. His HR acumen includes employee relations, organizational training and development, project and talent management, payroll and recruitment. Brian is a graduate of Indiana University, and is SHRM-CP Certified with National SHRM and the Indiana State SHRM Chapter membership.