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 March 31, 2021. See also top authors for past year.

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

  1. Lynn Hunsaker
  2. Shrijay Sheth
  3. Steven Van Belleghem
  4. Adrian Swinscoe
  5. Eric Sims
  6. Linda Taylor
  7. Colleen Stanley
  8. Annette Franz
  9. Michael Hinshaw
  10. Jeannie Walters

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

  1. Syed Balkhi
  2. David Dodd
  3. Hassan Mansoor
  4. Dana Kachan
  5. Christopher Ryan
  6. Derek Edmond
  7. Vinod Janapala
  8. Alon Ghelber
  9. Kaartik Iyer
  10. Anjan Pathak

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

  1. Eric Sims
  2. Peter Cohan
  3. Bob Apollo
  4. Colleen Stanley
  5. Alon Ghelber
  6. Dave Brock
  7. Dave Kurlan
  8. David Dodd
  9. Ruth Stevens
  10. Illugi Hjaltalín

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

  1. Sharon Oatway
  2. Jeremy Watkin
  3. Paul Selby
  4. Ronita Mohan
  5. Liad Churchill
  6. Chip Kahn
  7. Lauren Kindzierski
  8. Roxanne Abercrombie
  9. Eric Sims
  10. Bob Thompson

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Liliana Petrova
  2. Nicholas Zeisler
  3. Steven Van Belleghem
  4. Bob Thompson
  5. Lynn Hunsaker
  6. Dave Fish
  7. Jim Tincher
  8. John Aves
  9. Michael Hinshaw
  10. Steve Offsey

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

  1. Syed Balkhi
  2. Dana Kachan
  3. Jonathan Moran
  4. Anne Carton
  5. Ronita Mohan
  6. Jane Grin
  7. Victor Blasco
  8. Jennifer McAdams
  9. NG Gordon
  10. Joe Rice

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

  1. Hubert Palan
  2. Kapil Rana
  3. Christopher Ryan
  4. Steven Van Belleghem
  5. John Aves
  6. Dave Fish
  7. Pratik Shah
  8. Braden Kelley
  9. Ryan Creamore
  10. Adrian Swinscoe

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Hassan Mansoor
  2. Steve Offsey
  3. Serhii Maksymenko
  4. Mitul Makadia
  5. Jyoti Gupta
  6. Ved Raj
  7. Liudmyla Taranenko
  8. Julien Rio
  9. Kaartik Iyer
  10. Bob Hayes

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

  1. Jyoti Gupta
  2. Tarun Nagar
  3. Thomas Wieberneit
  4. Amit Agrawal
  5. Jitu Bhaskar
  6. Hubert Palan
  7. Hassan Mansoor
  8. Kapil Rana
  9. Kaartik Iyer
  10. Nikunj Gundaniya

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

  1. Eric Sims
  2. Sharon Oatway
  3. Dick Bourke
  4. Roxanne Abercrombie
  5. Jeremy Watkin
  6. Thomas Laird
  7. Shambhavi Sinha
  8. Julien Rio
  9. Linda Taylor
  10. Daniel Schmidt

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

  1. Dana Kachan
  2. Denyse Drummond-Dunn
  3. Alon Ghelber
  4. Amanda Davis
  5. Dave Fish
  6. Syed Balkhi
  7. Lynn Hunsaker
  8. John Goodman
  9. Bob Thompson
  10. Sarah-Nicole LeFlore