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, 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. Mohamed Latib
  3. Ganesh Mukundan
  4. Krista Sheridan
  5. Amanda Forshew
  6. Adrian Swinscoe
  7. Andrew Rudin
  8. Lior Arussy
  9. Andy Hanselman
  10. Bob Thompson

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

  1. Margarita Hakobyan
  2. David Dodd
  3. Vanessa DiMauro
  4. Lynn Hunsaker
  5. Christopher Ryan
  6. Nicolina Savelli
  7. Hassan Mansoor
  8. Vince Jeffs
  9. David Crane
  10. Harikrishna Kundariya

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

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

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

  1. Hassan Mansoor
  2. Paul Selby
  3. Sampson Lee
  4. Jeremy Watkin
  5. Shaun Belding
  6. Bill Price
  7. Shep Hyken
  8. Jakub Slámka
  9. Kim Campbell
  10. Roxanne Abercrombie

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Bob Thompson
  2. Sampson Lee
  3. Amanda Forshew
  4. Lynn Hunsaker
  5. Joseph Michelli
  6. John Aves
  7. Mohamed Latib
  8. Luke Williams
  9. Noreen Seebacher
  10. Ian Golding

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

  1. Vanessa DiMauro
  2. Hassan Mansoor
  3. Harnil Oza
  4. Fred Chua
  5. Hemendra Singh
  6. Harikrishna Kundariya
  7. David Crane
  8. Haris Saeed
  9. Derek Edmond
  10. Sandeep Raut

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

  1. Bob Thompson
  2. Amanda Forshew
  3. Tony Ulwick
  4. Greg Heist
  5. Katie Hickey
  6. Sunil Karkera
  7. Jennifer Law
  8. John Aves
  9. Nancy Porte
  10. Chris Petersen

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Bob Hayes
  2. Hemendra Singh
  3. James Warner
  4. Margarita Hakobyan
  5. David Raab
  6. Amanda Forshew
  7. Ritesh Mehta
  8. Bill Price
  9. Thomas Wieberneit
  10. Chirag Shivalker

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

  1. Hemendra Singh
  2. Thomas Wieberneit
  3. Bob Thompson
  4. Ritesh Mehta
  5. Vince Jeffs
  6. Dave Fish
  7. Kaye Chapman
  8. James Warner
  9. Amit Tiwari
  10. Dianne Carillo

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

  1. Jim Rembach
  2. Shelby Faris
  3. Jeremy Watkin
  4. Bill Price
  5. Kim Campbell
  6. Daniela Puzzo
  7. Clarissa Willis
  8. Fred Chua
  9. Anand Subramaniam
  10. Mitul Makadia

Customer Journey: customer-driven process development, value delivery to customers

  1. Lynn Hunsaker
  2. Vidya Priya Rao
  3. Mike Kendall
  4. Ian Golding
  5. Jim Tincher
  6. Melissa Meier
  7. Roseanne Luth
  8. Christopher Ryan
  9. Joseph Michelli
  10. Anand Subramaniam

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

  1. Sampson Lee
  2. Ian Golding
  3. Connie Harrington
  4. Gautam Mahajan
  5. Ganesh Mukundan
  6. Bob Thompson
  7. Bryan Pearson
  8. Dave Fish
  9. Mohamed Latib
  10. Ernan Roman