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 June 30, 2020. See also top authors for past year.

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

  1. Lynn Hunsaker
  2. Dave Brock
  3. Bob Thompson
  4. Christopher Brown
  5. Christopher Ryan
  6. Alex Sokolov
  7. Jeannie Walters
  8. Adrian Swinscoe
  9. Bill Price
  10. Thomas Laird

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

  1. Syed Balkhi
  2. Christopher Ryan
  3. David Dodd
  4. Nicolina Savelli
  5. Anjan Pathak
  6. Derek Edmond
  7. Ruth Stevens
  8. Abhishek Pareek
  9. Richard Shapiro
  10. Denyse Drummond-Dunn

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

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

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

  1. Paul Selby
  2. Dick Bourke
  3. Bill Price
  4. Jeremy Watkin
  5. Haris Saeed
  6. Asim Rais Siddiqui
  7. Syed Balkhi
  8. Bob Thompson
  9. Lauren Kindzierski
  10. Andrew Mort

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Bob Thompson
  2. Jeannie Walters
  3. Lynn Hunsaker
  4. Jim Tincher
  5. Amanda Davis
  6. Liliana Petrova
  7. Joseph Michelli
  8. Adrian Swinscoe
  9. Steve Offsey
  10. Thomas Wieberneit

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

  1. Dana Kachan
  2. Syed Balkhi
  3. Alessandro Bogliari
  4. Joe Rice
  5. Vandana Ahuja
  6. Patricia Jones
  7. Ronita Mohan
  8. Sarah-Nicole LeFlore
  9. Jean-Marc Saint Laurent
  10. Larry Alton

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

  1. Christopher Ryan
  2. Jeannie Walters
  3. Asim Rais Siddiqui
  4. Suman Sarkar
  5. Sampson Lee
  6. Pratik Shah
  7. Ruth Stevens
  8. Thomas Laird
  9. Howard Schulman
  10. Dave Fish

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Steve Offsey
  2. Vince Jeffs
  3. Dick Bourke
  4. Asim Rais Siddiqui
  5. Shahid Mansuri
  6. Andrea Kulkarni
  7. Eyal Katz
  8. Jim Tincher
  9. Martin Powton
  10. Mitul Makadia

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

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

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

  1. Eric Sims
  2. Thomas Laird
  3. Dick Bourke
  4. Andrew Mort
  5. Veronica Krieg
  6. Nicolette Beard
  7. Daniel Schmidt
  8. Randy Clapp
  9. Thomas Moroney
  10. Sharon Melamed

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

  1. Amanda Davis
  2. Michael Barnard
  3. Sampson Lee
  4. Bob Thompson
  5. Ellie English
  6. Brayn Wills
  7. Ahmed Aly
  8. Jonathan Klein
  9. Nancy Porte
  10. Liliana Petrova