“Annette is one of the leading CX influencers in the industry, and for good reason. Her knowledge of customer experience is unparalleled, and she has a unique ability to distill complex concepts into practical, actionable advice. What impressed me most about Annette's appearance on The SMB Talks was her ability to connect with the audience. She was engaging, insightful, and genuinely passionate about helping businesses create great customer experiences. It was clear that she truly cares about the success of her clients and goes above and beyond to help them achieve their goals. If you're looking for someone who can help you transform your customer experience, I highly recommend Annette Franz. Her wealth of knowledge and experience, combined with her infectious enthusiasm, make her an invaluable asset to any business looking to improve its customer experience. Thank you, Annette, for your amazing insights and for sharing your expertise with the world. You are truly an inspiration to us all!”
Annette Franz, CCXP
Mission Viejo, California, United States
23K followers
500+ connections
Über uns
Annette Franz, CCXP has 30 years of experience (both client side and vendor side) (a)…
Contributions
Activity
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What did the clinical therapist and an improv performer have in common? They both know how to listen, but only one of them can turn your childhood…
What did the clinical therapist and an improv performer have in common? They both know how to listen, but only one of them can turn your childhood…
Liked by Annette Franz, CCXP
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What does a clinical therapist📝 and an improv performer🎤 have in common? Neither are supposed to laugh at you when it’s your turn to…
What does a clinical therapist📝 and an improv performer🎤 have in common? Neither are supposed to laugh at you when it’s your turn to…
Liked by Annette Franz, CCXP
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Alumni, find a game day watch party near you! 🏈 Buckeye gatherings are happening this year around the country and even abroad this football season…
Alumni, find a game day watch party near you! 🏈 Buckeye gatherings are happening this year around the country and even abroad this football season…
Liked by Annette Franz, CCXP
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Licenses & Certifications
Volunteer Experience
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Board Member
Customer Experience Professionals Association (CXPA)
- 6 years 9 months
CXPA, a non-profit 501(c)6 organization incorporated in Delaware, is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession.
Immediate Past Chair: January 2021 - December 2021
Chair: January 2020 - December 2020
Vice Chair: January 2019 - December 2019
Treasurer: April 2015 - December 2018 -
Network Lead
Customer Experience Professionals Association (CXPA)
- 5 years 8 months
SoCal (LA, OC, San Diego) Local Networking Event Lead
As a Local Network Event Lead, I planned local events. Planning included securing a location, speakers, hosts, and sponsors. It also included marketing the events to drive attendance and participation. -
CX Expert and CX Mentor
Customer Experience Professionals Association (CXPA)
- 6 years
CX Expert: CX Experts have a minimum of ten years experience, a proven track record of success, and are passionate about helping others. Answer questions submitted by other CXPA members.
CX Mentor: mentor CXPA members during the Mentor Patch program.
Publications
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eBook: Rise of the Customer Experience Executive: How CX Earned a Spot in the C-suite
GMC Software
See publicationAs more and more products become commoditized, the key brand differentiator has become the customer experience.
And as a result, many organizations have made room for a new seat at the C-level boardroom table - the Customer Experience executive.
You’ve probably seen various titles for this C-level position, including Chief Customer Officer (CCO), Chief Customer Experience Officer (CCXO), Chief Experience Officer or Customer Experience Officer (CXO), etc. Don’t be confused by the…As more and more products become commoditized, the key brand differentiator has become the customer experience.
And as a result, many organizations have made room for a new seat at the C-level boardroom table - the Customer Experience executive.
You’ve probably seen various titles for this C-level position, including Chief Customer Officer (CCO), Chief Customer Experience Officer (CCXO), Chief Experience Officer or Customer Experience Officer (CXO), etc. Don’t be confused by the alphabet soup; they all refer to the same role or position: the C-level executive who champions, or advocates for the customer and their needs throughout the organization.
But what does this customer-focused leadership role entail, really? Does every organization need a CXO? And how do you know if your company needs one?
In this eBook, author and renowned Customer Experience expert, Annette Franz provides answers to these questions and more including:
What are the CXO critical success factors?
What are the biggest challenges to success?
Why does your company need a CXO?
The book also features 5 in-depth interviews with CXO's from around the world with insights into how they landed their roles, their key challenges and how they overcame them, and advice they have for current and future CX executives. -
The Convergence of Customer Communications Management (CCM) and Customer Experience Management (CXM)
GMC Software
Subtitle: Bringing Your Customer Communications into the 21st Century and into Alignment with Customer Expectations
Companies are making a huge effort to move their customer communications from traditional channels to the digital and social realm, while continuing to use and maintain offline communications, as well; however, there's a disconnect between the voice, tone, style, and messaging that is used in digital channels versus in traditional media. This is a problem.Other authors -
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Don't Waste Your Time with Customer Journey Maps
GMC Software
You spent thousands of dollars on journey mapping consultants, workshops, and tools, and you’re thrilled to have survived the exercise and walked away with some great-looking maps. Then reality sets in. You were told that journey maps are the be-all-end-all tool for customer experience transformations. But looking at your maps, you suddenly have no idea what you need to improve or how/ where to begin to improve it. Now what? Where did you go wrong? This paper outlines the value of developing an…
You spent thousands of dollars on journey mapping consultants, workshops, and tools, and you’re thrilled to have survived the exercise and walked away with some great-looking maps. Then reality sets in. You were told that journey maps are the be-all-end-all tool for customer experience transformations. But looking at your maps, you suddenly have no idea what you need to improve or how/ where to begin to improve it. Now what? Where did you go wrong? This paper outlines the value of developing an actionable customer journey map to gain a competitive advantage. Annette illustrates the challenges and best practices of designing a best-in-class customer journey map and provides tips and tricks on the effective management and maintenance of these assets.
Other authors -
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The Survival Guide to Customer Experience
Sprinklr
It doesn’t matter what your ads say. In today’s world, the only thing that customers care about is the EXPERIENCE. Customers want a consistent brand experience each time they interact with your brand – and they want this across all channels. But how exactly do you pull this off? Through successful Customer Experience Management.
In Sprinklr’s new ebook, 20 thought leaders (including myself) show you how to create a sustainable CXM initiative.
Other authors -
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5 Secrets to Delivering an AMAZING Customer Experience
Customer Engagement
See publicationIn this article/interview, I share my five rules for transforming customer data into insights and, ultimately, into action to improve the customer experience. I also share industry best practices, trends, and so much more.
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Customer Data: The Essential Element of Your Enterprise Voice of the Customer Program
Loyalty Management/Loyalty 360
Every company wants to make measuring customer satisfaction and loyalty a top priority. They all talk about it; most of them do it. But are they doing it right? To help answer that question, this article provides an overview of the various types of customer data and feedback channels that are crucial to the success of any enterprise-wide Voice of the Customer (VOC) program.
Honors & Awards
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CX Superheroes: 17 thought leaders revolutionizing customer experience:
Swapnil Verma
https://www.linkedin.com/posts/swapnilverma30_customerexperience-cxleaders-businessgrowth-activity-7229396353737453568-NuZ7/
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Top 50 Customer Service Leaders of 2024
AmplifAI
https://www.amplifai.com/blog/customer-service-leaders#top-50-customer-service-leaders-of-2024br
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100 Best Customer Service Blogs and Websites
FeedSpot
https://business.feedspot.com/customer_service_blogs/
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The top 50 customer experience influencers to follow in 2024
CX Network
The top 50 customer experience influencers to follow in 2024
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Thought leaders to keep an eye on
Qbuster Technologies
https://medium.com/@QbusterTechnologies/the-more-you-know-top-retail-and-customer-experience-news-70594e523852
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Women in Leadership: 5 CX Experts You Should Follow in 2024
FluentSupport
https://fluentsupport.com/women-leaders-in-cx/
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Top 17 CX Voices to Follow in 2024
Krisp
https://www.linkedin.com/posts/krisphq_top-17-cx-voices-to-follow-in-2024-activity-7166846671505620992-UcHo/
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Top 50 Global Thought Leaders and Influencers on Design Thinking 2024
Thinkers360
https://www.thinkers360.com/top-50-global-thought-leaders-and-influencers-on-design-thinking-2024/
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Top 50 Global Thought Leaders and Influencers on Culture 2024
Thinkers360
https://www.thinkers360.com/top-50-global-thought-leaders-and-influencers-on-culture-2024/
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Top 50 Global Thought Leaders and Influencers on Customer Experience 2023
Thinkers360
https://www.thinkers360.com/top-50-global-thought-leaders-and-influencers-on-customer-experience-2023/
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#DesignThinking Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://www.linkedin.com/posts/thinkers360_designthinking-designthinking-innovation-activity-7116087642923958272-5OrG
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30 CX Influencers You Should Follow
CX Scoop
https://cxscoop.com/latest-news/30-cx-influencers-you-should-follow/
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Top 50 Global Thought Leaders and Influencers on Customer Loyalty 2023
Thinkers360
https://www.thinkers360.com/top-50-global-thought-leaders-and-influencers-on-customer-loyalty-2023/
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CX Hall of Fame
Team Wakabayashi
https://denniswakabayashi.com/the-cx-hall-of-fame/
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35 Best Design Thinking Blogs and Websites
FeedSpot
https://blog.feedspot.com/design_thinking_blogs/?feedid=5432598
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#DesignThinking Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://www.linkedin.com/feed/update/urn:li:activity:7066812940456189952/
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Customer Experience Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://www.linkedin.com/feed/update/urn:li:activity:7062116861978497025/
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MarTech’s customer experience experts to follow
MarTech
https://martech.org/martechs-customer-experience-experts-to-follow/
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The top customer experience influencers to follow in 2023
CX Network
The top customer experience influencers to follow in 2023
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Women in Power: 11 CX Leaders You Should Follow
JustCall
https://www.linkedin.com/feed/update/urn:li:activity:7039227205251440641/
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23 Customer Experience Influencers to Follow in 2023
8x8
https://www.8x8.com/blog/customer-experience-influencers-to-follow
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Top 50 Global Thought Leaders and Influencers on Design Thinking 2023!
Thinkers360
https://www.thinkers360.com/top-50-global-thought-leaders-and-influencers-on-design-thinking-2023/
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#DesignThinking Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://www.linkedin.com/feed/update/urn:li:activity:7016444404156506112/
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Top 50 Global Thought Leaders and Influencers on Culture 2023
Thinkers360
https://www.thinkers360.com/top-50-global-thought-leaders-and-influencers-on-culture-2023/
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#CustomerExperience Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://www.linkedin.com/posts/thinkers360_customerexperience-cx-customerexperience-activity-7014249722936705024-Uwyr/
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14 Best Customer Service Blogs to Follow in 2022
HelpCrunch
https://helpcrunch.com/blog/customer-service-blogs/
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175 Women B2B Thought Leaders You Should Follow in 2023
Thinkers360
https://www.thinkers360.com/175-women-b2b-thought-leaders-you-should-follow-in-2023/
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Top 50 Global Thought Leaders and Influencers on Customer Experience 2022
Thinkers360
https://www.thinkers360.com/top-50-global-thought-leaders-and-influencers-on-customer-experience-2022/
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#DesignThinking Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://www.linkedin.com/posts/thinkers360_designthinking-designthinking-innovation-activity-6973681185898078208-NbAJ
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#CustomerExperience Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://www.linkedin.com/posts/thinkers360_customerexperience-cx-customerexperience-activity-6968982760476598274-XRuv/
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Top 50 Global Thought Leaders and Influencers on Customer Loyalty 2022
Thinkers360
https://www.thinkers360.com/top-50-global-thought-leaders-and-influencers-on-customer-loyalty-2022/
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150 Women B2B Thought Leaders You Should Follow in 2022
Thinkers360
https://www.thinkers360.com/150-women-b2b-thought-leaders-you-should-follow-in-2022/
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17 best customer service blogs to read in 2022
Engati
https://www.engati.com/blog/17-best-customer-service-blogs-to-read-in-2022
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CX LEADERS TO FOLLOW IN 2022
Awards International
https://www.linkedin.com/pulse/cx-leaders-follow-2022-part-one-awards-international/
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Top 50 Women Leaders in Customer Success 2022
SmartKarrot
https://www.smartkarrot.com/resources/blog/top-women-leaders-influencers-customer-success-2022/
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#CustomerExperience Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://www.linkedin.com/posts/thinkers360_customerexperience-cx-customerexperience-activity-6894317837880832000-6GLZ
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#DesignThinking Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://www.linkedin.com/posts/thinkers360_designthinking-designthinking-innovation-activity-6895038970921586689-Cs59
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42 Customer Experience Experts You Should Be Following: A Data-led Analysis of The Most Influential Voices in CX
Chattermill
https://chattermill.com/blog/customer-experience-experts-you-should-be-following/
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Top 30 Customer Service Experts to Follow in 2022
SmartKarrot
https://www.smartkarrot.com/resources/blog/top-customer-service-experts/
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Top 50 Global Thought Leaders and Influencers on Design Thinking (February 2022)
Thinkers360
https://www.thinkers360.com/top-50-global-thought-leaders-and-influencers-on-design-thinking-february-2022/
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30 Top CX Thought Leader Blogs To Follow
Blake Morgan
https://www.blakemichellemorgan.com/uncategorized/30-top-cx-thought-leader-blogs-to-follow/
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ICMI’s Top 25 Thought Leaders of 2022
ICMI
https://www.icmi.com/resources/2022/2022-icmi-thought-leaders
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Power List of the Top 200 Biggest Voices in Leadership in 2022
leadersHum
https://www.leadershum.com/blog/power-list-of-the-top-200-biggest-voices-in-leadership-in-2022?contentId=61e184a816bd686e4fd735df?utm_source=twitter&utm_medium=power-list-200-2023&utm_campaign=social-blast
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Top 50 Global Thought Leaders and Influencers on Culture (January 2022)
Thinkers360
https://www.thinkers360.com/top-50-global-thought-leaders-and-influencers-on-culture-january-2022/
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150 Women B2B Thought Leaders You Should Follow in 2022
Thinkers360
https://www.thinkers360.com/150-women-b2b-thought-leaders-you-should-follow-in-2022/
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#DesignThinking Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://thinkers360.com/tl/users/signup
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200 most powerful CX influencers to follow in 2022
Engati
https://www.engati.com/blog/influencers?utm_content=influencers
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#Culture Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://www.linkedin.com/feed/update/urn:li:activity:6858785336143818753/
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100 CX Thought Leaders Around The World That Are Changing The CX Game
Survey2Connect
https://survey2connect.com/from-s2c-team/cx-leaders-around-the-world/
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Top 10 CX Leaders to Follow Now
Vistio
https://www.vistio.io/blog/top-10-cx-leaders/
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Top 33 Inspiring Women in CX to follow for 2022
Engati
https://www.engati.com/blog/women-in-cx
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Top 50 Global Thought Leaders and Influencers on Customer Experience (October 2021)
Thinkers360
https://www.thinkers360.com/top-50-global-thought-leaders-and-influencers-on-customer-experience-october-2021/
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Top 20 Global Customer Experience Experts
Martechvibe
https://martechvibe.com/cx/top-20-global-customer-experience-experts/
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Top 50 Contact Center Twitter Accounts To Follow In 2021
Playvox
https://blog.playvox.com/top-50-call-center-twitter-accounts-to-follow
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#Culture Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://lnkd.in/eqEyxNS
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#CustomerExperience Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://www.thinkers360.com/tl/users/signup
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#DesignThinking Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://lnkd.in/eqEyxNS
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11 Customer Service Leaders We Can All Learn From
Steve DiGioia
https://stevedigioia.com/blog/11-customer-service-leaders-we-can-all-learn-from/
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MattsenKumar CX Thought Leadership Series 2021
MattsenKumar
https://www.mattsenkumar.com/resources/cx-thought-leadership/annette-franz/
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Top 50 Global Thought Leaders and Influencers on Customer Loyalty (July 2021)
Thinkers360
https://www.thinkers360.com/top-50-global-thought-leaders-and-influencers-on-customer-loyalty-july-2021/
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150 Women B2B Thought Leaders You Should Follow in 2021
Thinkers360
https://www.thinkers360.com/150-women-b2b-thought-leaders-you-should-follow-in-2021/
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25 Customer Experience Blogs to Add to Your Weekly Reading List
HelpSquad
https://helpsquad.com/25-customer-experience-blogs-to-add-to-your-weekly-reading-list/
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The Piktale Influencer's Award 2021: 100 Top Global Influencers 2021
Piktale
https://www.linkedin.com/feed/update/urn:li:activity:6818171574106124289/
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Top 50 Customer Experience (CX) Influencers to Follow 2021
The Awards Magazine
https://www.theawardsmagazine.com/customer-experience-cx-influencers-2021/
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Who’s Who in Customer Relationship Management?
Onalytica
https://onalytica.com/blog/posts/whos-who-in-customer-relationship-management/
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15 Top CX Influencers to Follow
iAdvize
https://blog.iadvize.com/en/15-top-cx-influencers-to-follow
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Best Global Trainers - Customer Service Trainers
Best Global Trainers
https://bestglobaltrainers.com/customer-service-trainers/
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#Culture Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://www.thinkers360.com/tl/
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#CustomerExperience Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://www.thinkers360.com/
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#DesignThinking Thought Leader & Influencer Leaderboard (Live)
Thinkers360
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The Customer Experience Hall of Fame
Dennis Wakabayashi
https://www.denniswakabayashi.com/cxhalloffame
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Top Customer Experience Resources to Follow in 2021
MattsenKumar
https://www.mattsenkumar.com/cx-resources/
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Who’s Who in Customer Relationship Management?
Onalytica
https://onalytica.com/blog/posts/whos-who-in-customer-relationship-management/
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10 CX Thought Leaders You Need To Follow to Stay In Tune With The Pulse Of The Industry
VIPdesk
https://blog-vipdesk-com.cdn.ampproject.org/c/s/blog.vipdesk.com/blog/10-cx-thought-leaders-you-need-to-stay-in-tune-with-the-pulse-of-the-industry
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12 customer experience keynote speakers you should consider
Greg Kihlström
https://www.gregkihlstrom.com/the-agile-brand-blog/2021/3/11/12-customer-experience-keynote-speakers-you-should-consider
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50 Customer Service Experts You Should Be Following (even if you’re not on Twitter)
NiceReply
https://www.nicereply.com/blog/customer-service-experts/
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International Women’s Day 2021 Special – Top Female CX Leaders of 2021
MattsenKumar
https://www.mattsenkumar.com/international-womens-day-top-female-cx-leaders-of-2021/
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Top 50 Global Thought Leaders and Influencers on Culture (February 2021)
Thinkers360
https://www.thinkers360.com/top-50-global-thought-leaders-and-influencers-on-culture-february-2021/
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Who's Who in Digital Experience?
Onalytica
https://onalytica.com/blog/posts/whos-who-in-digital-experience/
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#Culture Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://www.thinkers360.com/tl/thought_leaders/
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#CustomerExperience Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://www.thinkers360.com/tl/thought_leaders/
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#DesignThinking Thought Leader & Influencer Leaderboard (Live)
Thinkers360
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100 B2B Thought Leaders and Influencers You Should Follow in 2021
Thinkers360
https://www.thinkers360.com/100-b2b-thought-leaders-and-influencers-you-should-follow-in-2021/
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The ICMI Top 25 Thought Leaders of 2021
ICMI
https://www.icmi.com/resources/2021/icmi-thought-leaders-2021
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The Top Influential Customer Experience Leaders of 2020
LitmusWorld
https://www.litmusworld.com/the-top-influential-cx-leaders-of-2020/
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The power list of the top 200 thought leaders to follow in 2021
peopleHum
https://www.peoplehum.com/blog/200-most-influential-thought-leaders-to-follow
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Top 10 Customer Experience Influencers to follow
Limetropy
https://www.limetropy.com/top-10-customer-experience-influencers-follow/
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200 CX Thought Leaders to Follow to Kickstart 2021
Engati
https://www.engati.com/blog/influencers
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Women Leaders in Customer Success 2021
Smart Karrot
https://www.smartkarrot.com/resources/blog/women-in-customer-success/
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150 Women B2B Thought Leaders You Should Follow in 2021
Thinkers360
https://www.thinkers360.com/special-report-150-women-b2b-thought-leaders-you-should-follow-in-2021/
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Top 50 Global Thought Leaders and Influencers on Customer Experience (November 2020)
Thinkers360
https://www.thinkers360.com/top-50-global-thought-leaders-and-influencers-on-customer-experience-november-2020/
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#2 of Top 100 Customer Experience Blogs And Websites To Follow in 2020 (CX Blogs)
Feedspot
https://blog.feedspot.com/customer_experience_blogs/
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Culture Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://www.linkedin.com/feed/update/urn:li:activity:6725482423229980672/
https://lnkd.in/eqEyxNS -
Customer Experience Thought Leader & Influencer Leaderboard (Live)
Thinkers360
https://www.linkedin.com/feed/update/urn:li:activity:6726570294007402496/
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Design Thinking Thought Leader & Influencer Leaderboard
Thinkers360
https://www.linkedin.com/feed/update/urn:li:activity:6727996145789915136/
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Top 100 Strategists in Customer Success for 2020!
SuccessCoaching
https://pt.successcoaching.co/top-100-customer-success
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Top 20 CX Influencers To Follow In 2020
MattsenKumar
https://www.mattsenkumar.com/top-20-cx-influencers-to-follow-in-2020-mattsenkumar-edition/
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The Top Influential Customer Experience Leaders of 2020
LitmusWorld
https://www.litmusworld.com/the-top-influential-cx-leaders-of-2020/
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Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
SurveySensum
https://www.surveysensum.com/blog/top-150-global-customer-experience-thought-leaders-and-influencers-of-2020/#AnnetteFranz
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Top 50 Customer Service Leaders – Best Customer Experience Influencers
Netomi
https://www.netomi.com/customer-service-leaders
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The Top 50 Customer Service Experts of the Decade (2010–2020)
Nextiva
https://www.nextiva.com/blog/customer-service-experts.html
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100 Women B2B Thought Leaders You Should Follow in 2020
Thinkers360
https://www.thinkers360.com/100-women-b2b-thought-leaders-you-should-follow-in-2020/
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5 Women Who Are Leading the Charge in B2B CX
demandlab
https://www.demandlab.com/resources/blog/5-women-who-are-leading-the-charge-in-b2b-cx
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15 Must Read/Watch Resources in 2020
Usersnap
https://usersnap.com/blog/improve-customer-experience-resources-2020/
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30 Best Customer Experience Books You Must Read
Rajat Chawla
https://www.linkedin.com/pulse/30-best-customer-experience-books-you-must-read-rajat-chawla
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5 Customer Experience Influencers You Should Be Following In 2020
Feedbackly
https://www.feedbackly.com/blog/5-customer-experience-influencers-you-should-follow-in-2020/
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Top 50 Global Thought Leaders and Influencers on Culture (February 2020)
Thinkers360
https://www.thinkers360.com/top-50-global-thought-leaders-and-influencers-on-culture-february-2020/
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Top 50 Global Thought Leaders and Influencers on Design Thinking (February 2020)
Thinkers360
https://www.thinkers360.com/top-50-global-thought-leaders-and-influencers-on-design-thinking-february-2020/
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ICMI's Top 50 Thought Leaders to Follow on Twitter in 2020
ICMI
https://www.icmi.com/Resources/2020/top-50-thought-leaders-2020
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Top 20 Customer Service Blogs You Have to Read in 2020
Fonolo
https://fonolo.com/blog/2020/01/top-20-customer-service-blogs-you-have-to-read-in-2020/?ls=web_linkedin
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100 B2B Thought Leaders and Influencers to Follow in 2020
Thinkers360
https://www.thinkers360.com/100-b2b-thought-leaders-and-influencers-to-follow-in-2020/
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Top 50 Global Thought Leaders and Influencers on Customer Experience
Thinkers360
https://www.thinkers360.com/top-50-global-thought-leaders-and-influencers-on-customer-experience-december-2019/
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Panviva's picks: The Most Influential CX Leaders of 2019
Panviva
https://markets.businessinsider.com/news/stocks/panviva-s-picks-the-most-influential-cx-leaders-of-2019-1028686584
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17 Resources for Customer Support Professionals: What to Read, Who to Follow, and How to Connect
Sessionstack
https://blog.sessionstack.com/17-resources-for-customer-support-professionals-what-to-read-who-to-follow-and-how-to-connect-cd575ef2b5d2
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Top 10 Customer Experience Influencers To Look Out For
Exceeders
https://www.exceeders.com/blog/top-10-customer-experience-influencers-to-look-out-for
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20 Customer Experience Influencers You Should Follow NOW
LiveHelpNow!
https://www.livehelpnow.net/blog/20-customer-experience-influencers-you-should-follow-now/
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The Top 12 Customer Experience Experts You Need To Follow
Freshworks
https://freshdesk.com/top-12-customer-experience-experts-you-need-to-follow-blog/
-
Top 10 Customer Experience Leaders You Should Follow In 2019
Survaider
https://blog.survaider.com/customer-experience-leaders
-
15 Women in Customer Service We Admire
Qualitista
https://www.qualitista.com/blog/15-women-in-customer-service-we-admire
-
International Women’s Day: Top 7 Female CX Leaders To Follow in 2019
MattsenKumar
https://www.mattsenkumar.com/top-7-female-cx-leaders-to-follow-in-2019/
-
Top Women CXOs
CloudCherry
https://cloudcherry.com/blog/top-women-cxos/
-
19 Customer Service Blogs You Should Be Reading in 2019
Hubspot
https://blog.hubspot.com/service/customer-service-blogs
-
CX Experts We Love
Wootric
https://www.wootric.com/blog/cx-experts-we-love/
-
Top 10 Customer Experience (CX) Blogs To Follow in 2019
MattsenKumar
https://www.mattsenkumar.com/top-10-customer-experience-cx-blogs-2019/
-
10 Powerful Customer Experience Leaders to Follow in 2019
Qminder
https://www.qminder.com/customer-experience-influencers/
-
Top CRM Blogs of 2018: Countdown, Part 1
CRMBuyer
https://www.crmbuyer.com/story/85781.html
-
Women Leaders in Customer Service
Freshworks
https://freshdesk.com/customer-support/women-leaders-customer-service-blog/
-
ICMI's Top 50 Thought Leaders to Follow on Twitter
ICMI
https://www.icmi.com/Resources/Social-Media/2018/12/ICMI-Top-50-Thought-Leaders-2018
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23 Customer Experience Thought Leaders to Follow on Twitter
Qualtrics
https://www.qualtrics.com/blog/customer-experience-thought-leaders-to-follow-on-twitter/
-
15 CX Superstars to Follow if You're in eCommerce
Simplr
https://www.simplr.ai/blog/cx-superstars-2018
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15 Influencers Changing the CX game
WalkMe
https://medium.com/digitaladoption101/15-influencers-changing-the-cx-game-21a134132792
-
15 Customer Experience and Customer Service Influencers You Should Be Following
CX Network
https://www.cxnetwork.com/cx-experience/articles/15-customer-experience-and-customer-service-influencers-you-should-be-following
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Top Customer Service Influencers of 2018
FitSmallBiz
https://fitsmallbusiness.com/reviews/voip-user-reviews/#influencers
-
19 Customer Service Blogs You Should Be Reading in 2018
HubSpot
https://blog.hubspot.com/service/customer-service-blogs
-
Best Customer Service Blogs
CreditDonkey
https://www.creditdonkey.com/customer-service-blogs.html
-
Top 50 customer experience blogs and influencers
Lucep
https://lucep.com/top-50-customer-experience-blogs-and-influencers/
-
10 Women in Customer Experience to Keynote Your Next Event
Carla Johnson
https://www.linkedin.com/pulse/10-women-customer-experience-keynote-your-next-event-carla-johnson/
-
Top 25 CX Influencers to Follow
Panviva
https://www.panviva.com/2018/05/panvivas_picks_top_25_cx_influencers_to_follow/
-
The Top 5 Women Customer Experience Influencers
CloudCherry
https://www.getcloudcherry.com/blog/women-customer-experience-influencers-infographic/
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2018 Top 100 Customer Success Strategist
Mindtouch
https://mindtouch.com/2018-top-customer-success?utm_source=initiative&utm_medium=email&utm_campaign=pulse-2018
-
Top 15 Women CX Influencers You MUST Follow
Omoto
http://omoto.io/academy/women-cx-influencers-to-follow/
-
50 Customer Service Experts You Should Be Following
Nicereply
https://www.nicereply.com/blog/customer-service-experts/
-
9 Customer Experience Influencers to Start Following Now
Capterra
https://blog.capterra.com/9-customer-experience-influencers-to-start-following-now/
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21 Customer Service Blogs You Need To Be Following In 2018
PlayVox
https://blog.playvox.com/customer-service-blogs-2018
-
#27 of ICMI's Top 50 Thought Leaders of 2017
ICMI
http://www.icmi.com/Resources/Social-Media/2017/12/ICMI-Top-50-Thought-Leaders-2017
-
My Top-5 Customer Experience Gurus For 2017
Adeel Aalim
https://www.linkedin.com/pulse/my-top-5-customer-experience-gurus-2017-adeel-aalim/
-
#1 of The Top 30 Influencers in Customer Marketing
Appuri
https://www.appuri.com/blog/top-30-influencers-customer-marketing/
-
10 biggest influencers in customer experience around the world
Feedbackly
https://blog-feedbackly-com.cdn.ampproject.org/c/blog.feedbackly.com/10-biggest-influences-in-customer-experience-around-the-world?hs_amp=true
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#11 out of Top 40 Customer Success Influencers
Tenfold
https://www.tenfold.com/ebooks/top-40-customer-success-influencers
-
Top Customer Success Resources in 2017
Userlane
https://blog.userlane.com/top-customer-success-resources-2017/
-
10 Customer Service Influencers to Follow on LinkedIn
InfinitContact
https://www.infinitcontact.com/blog/10-customer-service-influencers-follow-linkedin/
-
#18 of the Top 50 Customer Service Blogs
Feedspot
http://blog.feedspot.com/customer_service_blogs/
-
#3 of the Top 75 Customer Experience Blogs & Websites For Businesses
Feedspot
http://blog.feedspot.com/customer_experience_blogs/
-
9 Customer Experience Influencers to Start Following Now
Capterra
http://blog.capterra.com/9-customer-experience-influencers-to-start-following-now/ ... I've never been called the OG of CX before... :-)
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The 2017 Top 100 Customer Success Influencers
MindTouch
https://mindtouch.com/resources/why-make-a-top-100-list-customer-success-top-influencers-and-strategists
-
Top 10 Customer Service Blogs to Follow in 2017
Fonolo
https://fonolo.com/blog/2017/04/top-10-customer-service-blogs-to-follow-in-2017/
-
#3 of Top 5 Women Customer Experience Influencers You Should Know
CloudCherry
https://www.getcloudcherry.com/blog/women-customer-experience-influencers/
-
#8 of Top 20 Customer Service Experts to Follow on Twitter Right Now
Comm100
https://www.comm100.com/blog/customer-service-experts.html
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Top 6 Women CX Experts/Advisors (International Women's Week)
Enhancier CX Solutions
https://www.facebook.com/enhanciercx/videos/1920955844787386/
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10 Customer Experience Influencers You Really Should Follow
Genroe
https://www.genroe.com/blog/10-customer-experience-influencers-you-really-should-follow
-
Who's Who of CX
CXPA
https://www.cxpa.org/cxpa22117/learn/publicresources/whoswhoofcx
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10 Leaders in Customer Experience to Follow in 2017
WOW!CX
http://www.wowcx.com/2017/01/30/lideres-en-experiencia-de-cliente/
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The Top 100 Customer Experience Blogs You Need to Be Reading
Chattermill
https://chattermill.io/insights/2017-01-19-the-top-100-customer-experience-blogs-you-need-to-be-reading-part-2/
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Top Customer Experience Influencers For 2017
CCW Digital
http://www.callcenterweekdigital.com/customer-experience/articles/top-customer-experience-influencers-for-2017
-
#1 of 20 Customer Experience Influencers to Follow in 2017
CustomerGauge
https://customergauge.com/20-customer-experience-influencers-you-need-to-follow-in-2017/
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#24 of December 2016 Top 100 Technology Experts to Follow on Twitter
Evan Carmichael
http://www.evancarmichael.com/library/evan-carmichael2/December-2016-Top-100-Technology-Experts-to-Follow-on-Twitter.html
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#25 of December 2016 Top 100 Leadership Experts to Follow on Twitter
Evan Carmichael
http://www.evancarmichael.com/library/evan-carmichael2/December-2016-Top-100-Leadership-Experts-to-Follow-on-Twitter.html
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8 Customer Success Blogs Every Key Account Manager Should Read
Kapta
https://www.kapta.com/customer-success/8-customer-success-blogs-every-key-account-manager-should-read/
-
#23 of August 2016 Top 100 Leadership Experts to Follow on Twitter
Evan Carmichael
http://www.evancarmichael.com/library/evan-carmichael2/August-2016-Top-100-Leadership-Experts-to-Follow-on-Twitter.html
-
19 Customer Experience Influencers You Need to Follow Now
CGS
https://www.cgsinc.com/blog/19-customer-experience-influencers-you-need-follow-now
-
25+ Customer Experience Media, Influencers and Books You Should Know About
CX Network
http://www.cxnetwork.com/cx-experience/articles/25-customer-experience-media-influencers-and-books
-
The Most Valuable Customer Experience Blogs to Read in 2016
CRM Asia
http://www.crmasia.org/valuable-customer-experience-blogs-read-2016/
-
#25 of May 2016 Top 100 Leadership Experts to Follow on Twitter by Evan Carmichael
Evan Carmichael
http://www.evancarmichael.com/library/evan-carmichael2/May--2016-Top-100-Leadership-Experts-to-Follow-on-Twitter.html
-
Top 100 Customer Success Influencers
MindTouch
http://campaigns.mindtouch.com/top100-customersuccess-2016.html
-
#24 of April 2016 Top 100 Leadership Experts to Follow on Twitter by Evan Carmichael
Evan Carmichael
http://www.evancarmichael.com/library/evan-carmichael2/April-2016-Top-100-Leadership-Experts-to-Follow-on-Twitter.html
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The A-List: Customer Success
GetAmity
http://customer-success.getamity.com/h/i/244810207-the-a-list-customer-success
-
#18 of March 2016 Top 100 Leadership Experts to Follow on Twitter by Evan Carmichael
Evan Carmichael
http://www.evancarmichael.com/library/evan-carmichael2/March-2016-Top-100-Leadership-Experts-to-Follow-on-Twitter.html
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20 BEST Customer Experience blogs that you MUST follow
Customer Guru
http://www.customerguru.in/20-best-customer-experience-blogs-that-you-must-follow/
-
The Most Valuable Customer Experience Blogs to Read in 2016
Kampyle
http://www.kampyle.com/the-most-valuable-customer-experience-blogs-to-read-in-2016/
-
9 Best Twitter Accounts to Learn About Customer Experience
Voxpopme
https://site.voxpopme.com/2015/11/24/9-best-twitter-accounts-to-learn-about-customer-experience/
-
25 CX Influencers and Thought Leaders You Should Know
TandemSeven
http://www.tandemseven.com/blog/25-cx-influencers-you-should-know/
-
Follow These 10 Customer Service Influencers on Twitter Now
PATLive
http://www.patlive.com/blog/follow-these-10-customer-service-influencers-on-twitter-now/
-
#33 of 45 Essential Engagement & Loyalty Twitter Accounts You Need to Follow
Access Development
http://blog.accessdevelopment.com/45-essential-customer-engagement-loyalty-twitter-accounts-you-need-to-follow
-
#2 of 5 Must-Read Customer Service Blogs
Glance Networks
http://ww2.glance.net/2015/08/5-must-read-customer-service-blogs/
-
July 2015 Top 100 Leadership Experts to Follow on Twitter by Evan Carmichael
Evan Carmichael
http://www.evancarmichael.com/Business-Coach/4492/July-2015-Top-100-Leadership-Experts-to-Follow-on-Twitter.html
-
#12 of June 2015 Top 100 Leadership Experts to Follow on Twitter by Evan Carmichael
Evan Carmichael
http://www.evancarmichael.com/Business-Coach/4492/June-2015-Top-100-Leadership-Experts-to-Follow-on-Twitter.html
-
#5 of 8 More Customer Service Thought Leaders To Follow On Twitter
Callcap
blog.callcap.com/8-more-customer-service-thought-leaders-to-follow-on-twitter
-
#4 of the Top 10 Customer Experience Influencers to Follow
InfinitContact
http://www.infinitcontact.com/blog/top-10-customer-experience-influencers-to-follow/
-
Top 100 Customer Success Influencer
MindTouch
http://campaigns.mindtouch.com/Top-100-Customer-Success-List-20150512.html
-
#6 of April 2015 Top 100 Leadership Experts to Follow on Twitter
Evan Carmichael
http://www.evancarmichael.com/Business-Coach/4492/April-2015-Top-100-Leadership-Experts-to-Follow-on-Twitter.html
-
Ten Customer Experience Influencers You MUST Follow
Simon Robinson
http://simonjerob.co.uk/customer-experience-influencers-to-follow/
-
#11 of March 2015 Top 100 Leadership Experts to Follow on Twitter
Evan Carmichael
http://www.evancarmichael.com/Business-Coach/4492/March-2015-Top-100-Leadership-Experts-to-Follow-on-Twitter.html
-
#20 of the Top 25 Customer Experience Leaders
Satmetrix
http://blog.satmetrix.com/top-25-customer-experience-leaders-plus-25-more-to-watch-for-2015-infographic
-
#10 of Vend’s Top 50 Retail Influencers
Vend
http://www.vendhq.com/university/top-50-retail-influencers-2015
-
#15 of February 2015 Top 100 Leadership Experts to Follow on Twitter
Evan Carmichael
http://www.evancarmichael.com/Business-Coach/4492/February-2015-Top-100-Leadership-Experts-to-Follow-on-Twitter.html
-
21 Can’t-Miss Customer Service Blogs, Twitter Accounts, and Associations and Conferences
Capterra
http://blog.capterra.com/21-cant-miss-customer-service-blogs-twitter-accounts-and-associations-and-conferences/
-
CX Master of the Month
SDL/InsideCXM
"...for contributions to the art and science of creating compelling customer experiences. These individuals embody innovation, are squarely focused on customers’ needs, and have made such significant contributions to CXM, we’d be doing our readers a disservice not showcasing their great work."
http://www.insidecxm.com/cx-master-annette-franz/ -
Women in STEM
Wendy Neal
http://wendy-neal.com/2014/12/great-list-women-stem-science-technology-engineering-math/
-
#6 of Top 30 Customer Engagement Influencers
The Customer Edge/SAP
https://www.custedge.com/top-30-customer-engagement-influencers/
Top influencers driving the dialogue on the hot topic of customer engagement. -
CX Impact Award
CXPA
CX Impact Awards recognize individuals that are exemplifying excellent customer experience and making an impact on the organization and its customers. From front-line employees to senior leaders, these awards showcase professionals from all backgrounds and industries who have successfully led or supported customer experience, voice of customer, or other initiatives in pursuit of specific customer experience goals within his or her organization on behalf of…
CX Impact Awards recognize individuals that are exemplifying excellent customer experience and making an impact on the organization and its customers. From front-line employees to senior leaders, these awards showcase professionals from all backgrounds and industries who have successfully led or supported customer experience, voice of customer, or other initiatives in pursuit of specific customer experience goals within his or her organization on behalf of clients.
http://cxday.org/2014/cx_impact_awards.html ... https://www.cxpa.org/advance-your-career/awards/cx-impact-awards/impact-awards-2014 -
Frontleaf 50 to Follow
Frontleaf
Top Influencers in Customer Success for 2014
https://www.frontleaf.com/blog/frontleaf-50-to-follow/ -
#45 of The 100 Most Influential Tech Women on Twitter
Business Insider
http://www.businessinsider.com/most-influential-tech-women-on-twitter-2014-5?op=1
-
2014 CXPA Extra Mile Award
CXPA
-
The Must-Follow List for Social Customer Service
HootSuite
http://blog.hootsuite.com/hoos-hooting-in-social-customer-service/
-
Top 10 of 2014 Top 50 Most Active Influencers in #CX – Customer Experience
MindTouch
http://www.mindtouch.com/blog/2014/04/11/2014-top-50-most-active-influencers-in-cx-customer-experience/
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Top 20 (CX Journey) of 2014 Top 50 Most Active Influencers in #CX – Customer Experience
MindTouch
http://www.mindtouch.com/blog/2014/04/11/2014-top-50-most-active-influencers-in-cx-customer-experience/
-
#1 of Top 100 Big Data and Customer Experience Influencers
Onalytica
http://www.onalytica.com/blog/posts/big-data-and-customer-experience-top-100-influencers
-
#9 of Top 100 Big Data and CX - Most Influential Organizations
Onalytica
http://www.onalytica.com/blog/posts/big-data-and-cx-most-influential-organizations
-
#11 Executive - Top 60 Customer Experience Influencers
SAP
http://blogs.sap.com/innovation/innovation/top-60-customer-experience-influencers-01241899
-
#9 Company - Top 60 Customer Experience Influencers
SAP
-
#17 of The Top 100 Most Social Customer Service Pros On Twitter
Huffington Post
http://www.huffingtonpost.com/vala-afshar/the-top-100-most-social-c_b_3652508.html?utm_hp_ref=tw
-
Top 12 Must-Follow Twitter Accounts for Customer Service and Experience
Nevahold
http://blog.nevahold.me/12-must-follow-top-twitter-account-for-customer-service-and-experience/
-
#20 on the 2013 #CustomerService100
ICMI Call Centre.co.uk
http://www.callcentre.co.uk/customerservice100-customer-service/
-
Customer Experience for Dummies
For Dummies (Wiley)
- Cited as a Resource for Customer Experience for Dummies -
10 Resources for More Information on Customer Experience
http://www.dummies.com/how-to/content/10-resources-for-more-information-on-customer-exp0.html
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