In the fast-paced world of software and tech, customer experience (CX) is what sets your brand apart—or leaves it behind. Whether you’re building your first product or scaling a full platform, keeping pace with CX trends is a must.
Luckily, there are experts out there who lead the way. These CX thinkers bring fresh ideas, proven strategies, and a shared obsession with making every customer moment count.
Here are some thought leaders we think are worth the follow:
1. Greg Kihlstrom – The Agile Brand
A familiar face atop global influencer lists, Greg Kihlstrom is the voice behind The Agile Brand and a steady advocate for tech-forward, human-centered CX. His focus on digital transformation and agile thinking gives tech teams the tools to stay nimble and scalable.
Follow if: You want practical ways to weave CX into fast-moving digital ecosystems.
? Connect on LinkedIn
? The Agile Brand
2. Tiffani Bova – Think Forward Newsletter
Former Salesforce evangelist. Bestselling author. Voice behind the popular Think Forward newsletter. Tiffani Bova blends customer and employee experience (CX & EX) into one forward-thinking strategy.
Follow if: You’re building a tech brand that values innovation and loyalty.
? Connect on LinkedIn
? Think Forward Newsletter
3. Helen Yu – Tigon Advisory & CXO Spice Podcast
Helen Yu advises tech powerhouses like Oracle and Adobe—and shares her playbook through her podcast CXO Spice. She’s all about turning complexity into clarity for CEOs navigating scale, cybersecurity, and CX.
Follow if: You want enterprise-level strategy with a personal edge.
? Connect on LinkedIn
? Tigon Advisory
? CXO Spice Podcast
4. Brian Solis – Digital Futurist & Author
Brian Solis has been defining the future of CX before most of us were even using that acronym. His insights sit at the intersection of disruptive tech and meaningful human experiences.
Follow if: You’re rethinking CX in a post-AI, always-on world.
? Connect on LinkedIn
? briansolis.com
? Disruptive Technology Articles
5. Steven Van Belleghem – Nexxworks
Steven Van Belleghem explores the sweet spot between automation and empathy. As a speaker, author, and co-founder of Nexxworks, he dives deep into what customer-centric innovation looks like in the age of AI.
Follow if: You’re navigating the future of CX in a high-tech, multi-touch world.
? Connect on LinkedIn
? stevenvanbelleghem.com
6. Marsha Collier – The Collier Company
Known for her “For Dummies” books and practical guidance, Marsha Collier brings a no-fluff approach to ecommerce and digital CX. If you’re managing online customer support, she’s the voice to follow.
Follow if: You need smart, scrappy strategies for digital support at scale.
? Connect on LinkedIn
? Collier Company
7. Shep Hyken – Shepard Presentations
Shep Hyken is a Hall of Fame speaker with timeless CX advice. From SaaS startups to tech support teams, Shep helps businesses turn good service into unforgettable loyalty.
Follow if: You believe great customer service is everyone’s job.
? Connect on LinkedIn
? hyken.com
8. Ricardo Saltz Gulko – Eglobalis
Ricardo helps enterprise tech brands align internal teams and external expectations. His focus on customer journey design makes him a go-to for teams who are ready to go deeper with CX.
Follow if: You’re reimagining the entire customer journey—from first click to loyal customer.
? Connect on LinkedIn
? eglobalis.com
9. Ryan Tamminga – Alchemer
SVP of Product & Services and CX leader at Alchemer, Ryan Tamminga offers hands-on insights for scaling digital feedback programs and acting fast on customer signals. His CustomerThink articles are especially useful for teams aiming to build closed-loop feedback workflows.
Follow if: You want real-world strategies for turning signals into CX strategy.
? Connect on LinkedIn
? CustomerThink Author Page
10. Augie Ray – Gartner
Augie Ray leads CX and Voice of Customer research at Gartner, delivering sharp, data-backed perspectives on where the discipline is headed. He’s often cited for helping brands better link CX efforts to business outcomes.
Follow if: You want research-backed guidance on making CX a measurable business driver.
? Connect on LinkedIn
? Gartner Expert Bio
11. Maxie Schmidt – Forrester
Maxie Schmidt is a Forrester VP and principal analyst helping organizations design VoC programs that deliver real impact. Her work bridges customer insight and strategic growth.
Follow if: You want to build a VoC program that earns executive buy-in.
? Connect on LinkedIn
? Forrester Blog
12. Annette Franz, CCXP – CX Journey Inc.
Annette Franz is a CXPA past chair and a leading voice in CX transformation, especially for tech companies. Her expertise covers everything from employee experience to culture change.
Follow if: You believe CX strategy starts with people and ends with performance.
? Connect on LinkedIn
? annettefranz.com
? CX Journey Blog
13. Adrian Swinscoe – Punk CX
Adrian Swinscoe calls it like it is. A longtime Forbes contributor and author of Punk CX, he’s known for shaking up traditional CX thinking and advocating for bold, human-centered change.
Follow if: You want CX advice that’s a little punk, a little practical, and very real.
? Connect on LinkedIn
? adrianswinscoe.com
14. Rashim Mogha – Technology Thought Leader
Rashim Mogha blends leadership, tech strategy, and DEI into a fresh CX perspective—especially in B2B environments. Her work on loyalty and employee engagement adds a layer often overlooked in tech circles.
Follow if: You’re building a CX program that values inclusivity, innovation, and influence.
? Connect on LinkedIn
? rashimmogha.com
Wrapping it up
The CX world is always evolving, and these experts make it easier to keep up. Whether you’re improving onboarding, redesigning a journey, or simply getting closer to your customers, their insights are a powerful place to start.
Looking to level up your CX strategy even more? Here are a few must-reads for tech teams:
Want more ideas like these? Subscribe to our blog and keep your CX strategy one step ahead.
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