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, 2020. See also top authors for past year.

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

  1. Dave Brock
  2. Lynn Hunsaker
  3. Christopher Brown
  4. Dick Bourke
  5. Alex Sokolov
  6. Bob Thompson
  7. Adrian Swinscoe
  8. Amanda Davis
  9. Jeanne Bliss
  10. Thomas Laird

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

  1. David Dodd
  2. Syed Balkhi
  3. Amit Agrawal
  4. Nicolina Savelli
  5. Christopher Ryan
  6. Abhishek Pareek
  7. Vince Jeffs
  8. Denyse Drummond-Dunn
  9. Richard Shapiro
  10. Ruth Stevens

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

  1. Dave Brock
  2. Mason Pelt
  3. Matt Heinz
  4. Bob Thompson
  5. Bob Apollo
  6. Patricia Jones
  7. Christopher Ryan
  8. Dave Kurlan
  9. Eric Sims
  10. James Alexander

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

  1. Paul Selby
  2. Jeremy Watkin
  3. Dick Bourke
  4. Syed Balkhi
  5. Bill Price
  6. Shep Hyken
  7. Asim Rais Siddiqui
  8. Thomas Laird
  9. Cory Hedgepeth
  10. Adrian Swinscoe

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Bob Thompson
  2. Jeannie Walters
  3. Jeanne Bliss
  4. Lynn Hunsaker
  5. Adrian Swinscoe
  6. Joseph Michelli
  7. Stacy Sherman
  8. Dave Fish
  9. Jim Tincher
  10. Liliana Petrova

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

  1. Syed Balkhi
  2. Ruth Stevens
  3. Alessandro Bogliari
  4. Patricia Jones
  5. Sam Collingwood
  6. Thomas Laird
  7. Linsey Jepma
  8. Jean-Marc Saint Laurent
  9. Vandana Ahuja
  10. Neal Schaffer

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

  1. Jeannie Walters
  2. Tullika Tiwary
  3. Asim Rais Siddiqui
  4. Suman Sarkar
  5. Sampson Lee
  6. Dave Fish
  7. Krista Sheridan
  8. Howard Schulman
  9. Sophie Zoria
  10. Brian O’Connell

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Vince Jeffs
  2. Bob Thompson
  3. Asim Rais Siddiqui
  4. Jim Tincher
  5. Eyal Katz
  6. John Hurley
  7. Sampson Lee
  8. Andrew Mort
  9. Amit Agrawal
  10. Peter Quinlan

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

  1. Jyoti Gupta
  2. Tarun Nagar
  3. Abhishek Pareek
  4. Swarnendu De
  5. Bob Thompson
  6. Pratik Shah
  7. Vivek Ghai
  8. Nitin Nimbalkar
  9. Amit Agrawal
  10. Thomas Wieberneit

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

  1. Thomas Laird
  2. Dick Bourke
  3. Mitul Makadia
  4. Andrew Mort
  5. Harley Manning
  6. Jeremy Watkin
  7. John Ernsberger
  8. Veronica Krieg
  9. Ralf Ellspermann
  10. Thomas Moroney

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

  1. Sampson Lee
  2. Michael Barnard
  3. Bob Thompson
  4. Ellie English
  5. Jim Tincher
  6. Ahmed Aly
  7. Syed Balkhi
  8. Dave Fish
  9. Steve Offsey
  10. Amanda Davis