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, 2023. See also top authors for past year.

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

  1. Lynn Hunsaker
  2. Annette Franz
  3. Amanda Davis
  4. Liliana Petrova
  5. Mukesh Gupta
  6. Brent Keltner
  7. Seth Earley
  8. Bill Warshauer
  9. Dave Brock
  10. Gautam Mahajan

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

  1. Syed Balkhi
  2. Areeya Lila
  3. David Dodd
  4. Ardath Albee
  5. Jenna Bunnell
  6. Oliver Baker
  7. Liviu Tanase
  8. Chalmers Brown
  9. Kristin Zhivago
  10. Casey Munck

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

  1. Dave Brock
  2. Bob Apollo
  3. Dave Kurlan
  4. Brent Keltner
  5. Richard Conn
  6. Peter Cohan
  7. Matt Heinz
  8. Doug Hutton
  9. Sharon Drew Morgen
  10. Alister Esam

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

  1. Jeremy Watkin
  2. John Goodman
  3. Richard Conn
  4. Syed Balkhi
  5. Ross Daniels
  6. Bill Price
  7. Oliver Baker
  8. Chalmers Brown
  9. Joseph Michelli
  10. Colin Crowley

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Lynn Hunsaker
  2. Colin Shaw
  3. Steven Van Belleghem
  4. Liliana Petrova
  5. Jim Tincher
  6. Annette Franz
  7. Varun Bhagat
  8. Howard Lax
  9. Amanda Davis
  10. Michael Hinshaw

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

  1. Syed Balkhi
  2. Jenna Bunnell
  3. Richard Conn
  4. Alister Esam
  5. Varun Bhagat
  6. Ruth Peters
  7. Samuel O’Brien
  8. Oliver Baker
  9. Thomas Griffin
  10. Nick Shaw

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

  1. Dave Fish
  2. Mukesh Gupta
  3. Rakesh Prasad
  4. Steven Van Belleghem
  5. Allison Tiscornia
  6. Jeremiah Wanzell
  7. Chalmers Brown
  8. Sara Portell
  9. Dave Brock
  10. James Elliott

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Abhishek Pareek
  2. Casey Munck
  3. Mrunal Chokshi
  4. Pohan Lin
  5. Areeya Lila
  6. Jim Tincher
  7. Praveen Satyanaryana
  8. Annette Franz
  9. Steve Bederman
  10. Traci Curran

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

  1. Varun Bhagat
  2. Seth Earley
  3. Thomas Wieberneit
  4. Abhishek Pareek
  5. Sam Varghese
  6. Areeya Lila
  7. Mushahid Khatri
  8. Henry Bell
  9. Mrunal Chokshi
  10. Amit Dua

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

  1. Tricia Morris
  2. Jeremy Watkin
  3. Magnus Geverts
  4. Ross Daniels
  5. Bill Price
  6. Steve Bederman
  7. Jeshtal Sheth
  8. Peter Mullen
  9. Justin Custer
  10. John Goodman

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

  1. Lynn Hunsaker
  2. Jenn McMillen
  3. Annette Franz
  4. Jenna Bunnell
  5. Amanda Davis
  6. Colin Shaw
  7. Ray Poynter
  8. Areeya Lila
  9. Bill Price
  10. Liliana Petrova