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, 2022. See also top authors for past year.

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

  1. Liliana Petrova
  2. Vivek Goel
  3. Nancy Porte
  4. Duong Nguyen
  5. Matt Heinz
  6. Steven Van Belleghem
  7. Annette Franz
  8. Colin Shaw
  9. Stacy Sherman
  10. Lynn Hunsaker

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

  1. Syed Balkhi
  2. Ardath Albee
  3. Jenna Bunnell
  4. David Dodd
  5. Ruth Stevens
  6. Samuel O’Brien
  7. Nick Shaw
  8. Areeya Lila
  9. Hemendra Singh
  10. Matt Heinz

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

  1. Dave Brock
  2. Ole Goehring
  3. Peter Cohan
  4. Matt Heinz
  5. Ardath Albee
  6. Bob Apollo
  7. Barry Trailer
  8. Andrew Rudin
  9. Chuck Schaeffer
  10. Sharon Drew Morgen

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

  1. Sharon Oatway
  2. Liad Churchill
  3. Jenna Bunnell
  4. John Aves
  5. Paul Selby
  6. Sharon Drew Morgen
  7. John Goodman
  8. Steve DiGioia
  9. McCall Peltier
  10. Roger Beadle

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Steven Van Belleghem
  2. David Williams
  3. Lynn Hunsaker
  4. Dave Fish
  5. Liliana Petrova
  6. Hassan Mansoor
  7. Annette Franz
  8. Jim Tincher
  9. John Aves
  10. Colin Shaw

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

  1. Jennifer Roeslmeier
  2. Syed Balkhi
  3. Nina Fountain
  4. Oliver Baker
  5. Jyoti Gupta
  6. Abhishek Talreja
  7. Ole Goehring
  8. Bill Quiseng
  9. Jane Grin
  10. Dana Kachan

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

  1. Steven Van Belleghem
  2. Dave Fish
  3. Chuck Schaeffer
  4. Colin Shaw
  5. Sharon Drew Morgen
  6. Braden Kelley
  7. Amanda Davis
  8. Liliana Petrova
  9. Seth Earley
  10. Annette Franz

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Wolf Ruzicka
  2. Hassan Mansoor
  3. Mitul Makadia
  4. Jim Tincher
  5. Jenna Bunnell
  6. Anna Preston
  7. Thomas Wieberneit
  8. Colin Shaw
  9. Rastilav Ivanic
  10. Varun Bhagat

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

  1. Varun Bhagat
  2. David Williams
  3. Valentina Synenka
  4. Mitul Makadia
  5. Thomas Wieberneit
  6. Vivek Goel
  7. Wolf Ruzicka
  8. Samuel O’Brien
  9. Abhishek Agarwal
  10. Jyoti Gupta

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

  1. Sharon Oatway
  2. Liad Churchill
  3. Hassan Mansoor
  4. McCall Peltier
  5. Mitul Makadia
  6. Gadi Shamia
  7. Roger Beadle
  8. Revanth Periyasamy
  9. Pete Wermter
  10. Tricia Morris

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

  1. Hassan Mansoor
  2. Dave Fish
  3. Steven Van Belleghem
  4. Jenna Bunnell
  5. Jenn McMillen
  6. Colin Shaw
  7. Lynn Hunsaker
  8. Sharon Drew Morgen
  9. Duong Nguyen
  10. John Aves