20 Customer Experience Influencers to Follow in 2017

2017 is already knocking on the door, so we thought it would be useful for our readers out there to know who are some of the top customer experience influencers they can follow in the upcoming year. Through our work we have a daily exposure to these thought leaders and always enjoy learning about best practices in the customer experience industry. So, without further ado, here is our list of recommended 20 Customer Experience Influencers You Need to Follow in 2017.

Annette has been recognised as a Customer Experience thought leader who is passionate about helping to build people-focused organization. Her point of view is that the customer experience is an ever-evolving journey. When companies think about the big picture, the entire customer journey, they show their desire to build trusted, not transactional, relationships. In addition, she’s been known to say that you can’t transform something you don’t understand: you must understand the customer and what he’s trying to achieve before you can design an experience that delights him.

Annette’s CX Journey blog is always worth visiting.

Flavio is a customer service fanatic at heart. His focus is on building and leading teams that deliver value to the organization through customer success. As an executive team member, his focus is on setting the strategy for customer service and customer experience, online communications, content development, and corporate communications. He considers himself a people person who loves to create best-in-class, high-performing teams. His passion for customer support and customer experience drive me to create exceptional customer experience and unique customer relationships.

Flavio is also the author of Win the Customer : 70 Simple Rules for Sensational Service, a great book that can teach businesses how to distinguish themselves from the competition by providing their customers with exceptional customer service.

Colin has been recognised by LinkedIn as one of the world’s top 150 business influencers and by Brand quarterly as the top 50 Thought Leaders for 2 years in a row. He now has 240,000 followers of his work.

Colin is Founder & CEO of Beyond Philosophy. Without question Colin has helped shape the whole Customer Experience industry. Under Colin’s leadership, Beyond Philosophy have helped many of the world’s most prestigious organizations improve their Customer Experience. One client, Maersk Line, the world’s largest container shipping company, improved their net promoter score by 40 points in 30 months.

Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees.

Shep is also author of a number of customer service bestselling books like “The Amazement Revolution,” “The Cult of the Customer,” “The Loyal Customer,” “Moments of Magic and “Amaze Every Customer Every Time.”

Be sure to follow Shep’s blog on The 5 Top Customer Service Articles of The Week, a collection of some of the best and most valuable articles. We’re very proud CustomerGauge is often featured in Shep’s blog.

Bill’s business mantra is “Think Relationships or Go Broke.” He is a customer service consultant with over 15 years of industry experience, and with over thirty years of luxury resort/club management experience. He often tweets exciting customer service quotes, aimed at opening businesses’ eyes on the importance of customer experience. Be sure to follow him on Twitter!

Peter is a specialist in relationship marketing and customer experience management, and a recognised expert and top influencer in the subject e.g. SAP Top 60 Customer Experience influencers; Huffington Post Top 100 Customer Service professionals; and Business Coach Top 100 Management Experts.

In his last client-side position he led the team that developed the propositions, re-engineered the processes, and specified the CRM technology requirements to take the Bentley customer experience forward in preparation for the Continental GT range of motor cars.

Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer’s Hero, as well as the founder of the popular Customers That Stick® blog.

When he’s not speaking or delivering high energy customer service workshops, he can be found co-hosting the Crack the Customer Code podcast and writing extensively on customer experience. Adam has an MBA and a Certificate in Customer Experience. He is also a Net Promoter® Certified Associate.

Jeanne Bliss has guided the leaders of Fortune 500 and Global 1000 companies since 1984 in their customer experience transformations.Her focus is uniting leaders to grow their businesses differently – to build a company immune to the competition – by improving customer experiences. 

Author of Chief Customer Officer, Jeanne frequently writes articles on how businesses can approach their customer experience transformation programs. Be sure to follow her blog article and Twitter account!

Customer experience expert, emphasizing operational consistency. Lynn’s teams guide companies in cross-organizational engagement for customer experience innovation. She is the author of multiple CX studies like B2B CEM Best Practices Study and Customer Experience Improvement Momentum

Lynn’s specialities include customer experience management, customer-centricity, internal branding, B2B customer relationships and customer engagement.

A highly influential freelance Customer Experience consultant, Ian advises leading companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions. Ian has worked across multiple industries including retail, financial services, logistics, telecoms and pharmaceuticals and has deployed Customer Experience tools and methodologies all over the world. An internationally renowned speaker and blogger on the subject of customer experience (ijgolding.com), Ian also served on the inaugural board of Directors of the CXPA (Customer Experience Professionals Association).

Ian Golding’s blog is one of the most exciting and value-creating reads you can follow. He always writes about his personal experience with a brand and shares what was great about them and what can be improved.

Customer experience speaker, writer and consultant with more than 15 years experience in assisting all types of companies, including Fortune 500. Jeannie’s specialties include in-depth customer experience evaluations, customer journey mapping, user experience analysis, and leading workshops and trainings. 

Jeannie is a co-host with Adam Tomorek at the Crack the Customer Code podcast, where they interview leaders from business, healthcare, non-profits and more to learn what works and what doesn’t with their CX program.

Adam assists local and global, B2B and B2C companies to better understand what their customers want and then design changes in their business to deliver an improved customer experience, higher profits and lower costs.

His blog provides commentary, insight and education on a range of customer strategy topics. Adam also presents at conferences, workshops and training courses in Australia and Asia.

Adrian has been consulting to and coaching entrepreneurs & executives on business strategy, customer experience strategy, customer insight, marketing and business development for the last 20 years.

He helps his clients grow their businesses through creative, innovative and cost effective business development strategies, with a particular focus on engaging their customers more and improving customer experience and service. Adrian’s clients range from large, publicly traded companies to leading professional service firms and fast-growth and established smaller businesses. 

Adrian is also the author of a new book called How To Wow, full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs. Covering both the customer and business side of the equation, you’ll learn how to attract new customers, design a leading customer experience and quickly resolve a wide range of problems, plus much more.

Micah Solomon is a customer service expert, entrepreneur, business leader and author, and a renowned keynote speaker on customer service, the customer experience, corporate culture and building five-star customer service organizations. He is a frequent contributor to Forbes and the bestselling author of  several books, including Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization and Your Customer is The Star.

Blake Morgan is a customer experience adviser that has worked with Intel, Verizon Wireless, Clarabridge, Zendesk and more. She is also among Huffington Post’s Top 100 Most Social Customer Service Pros on Twitter.

Here’s an advice from Blake: “The first step to improving customer service is a walk through the customer’s journey. Walk yourself through the same steps the customer would take to get help from your company. Run through the many scenarios.”

Author of “Hooked on Customers”, Bob has a two decades of experience in customer-facing roles, in sales, technical support, consulting and executive positions. Another 15 years of experience in customer management consulting, research and online community development. Bob’s goal is to harness the collective intelligence of customer-centric thought leaders, using the collaborative platform at www.customerthink.com, to help business leaders understand how to create mutually beneficial customer relationships.

Kate Nasser delivers workshops (in person and online), keynotes, coaching, consulting for superior customer service, teamwork, employee engagement, and leading change. Now in her 26th year in business, Kate energizes everyone with inspiration and practical takeaways. Overall, she turns diverse interaction obstacles into business assets especially in tough times of change.

A customer experience expert, Stephen is the Senior Vice President of Panviva. He is passionate about customer experience and providing the highest level of satisfaction to customers. Steve loves tweeting about customer experience best practices and trends to follow in order to make your business more customer centric. Be sure to follow him on Twitter!

Co-author of the bestselling book “The Effortless Experience”, Matt introduced to concept that companies need to focus on reducing the “effort” factor for customers before jumping on delighting them.

According to Curtis, customer executives need a path to customer centricity so successful that their companies’ success – through profitability – will inevitably follow. To meet that need, Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council promotes the CCO role as a catalyst for competitive advantage and has helped its members create customer-centric cultures as well as drive profitable customer engagement, the next evolutionary step beyond loyalty. 

We hope you have enjoyed our selection and will take onboard our recommendations!  These CX Influencers will challenge your customer experience knowledge on a daily basis and help you learn about new best practices.

P.S. We are also publishing a list of the Top NPS Experts To Follow In 2017. Stay tuned!

If you’d like to expand your knowledge on customer experience and the Net Promoter Score system, make sure you visit our eBooks library!

Visit CustomerGauge Net Promoter academy

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Written by Cvetilena Gocheva

Cvetilena is the Digital Community Manager behind NPSBenchmarks.com. Her role is to help more businesses become aware of the Net Promoter Score (NPS) system, the means it offers to drive growth forward and the importance of benchmarking. She discovered her passion for community engagement while working in a start-up in the UK. Cvetilena has now moved to Amsterdam and spends most of her free time riding her new bike and exploring the city.

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