Introduction
When did you first discover your passion for customer experience (CX)? Was it reading about the power of customer-centricity in publications like Harvard Business Review, Forbes, or TechCrunch? Or perhaps you started following CX thought leaders on Twitter or tuning into podcasts like The CX Cast or Crack the Customer Code for insights on improving customer satisfaction. However, you got into CX, one thing is clear: the most influential experts in the field do more than share tips and trends—they offer real-world examples and actionable advice to help you master CX.
That’s why we’ve created this guide to the top CX influencers you should follow in 2024. These are the voices shaping the industry, driving innovation, and helping businesses create unforgettable customer experiences. Whether you’re a seasoned professional or just beginning your CX journey, these experts provide invaluable insights every day on social media, blogs, and podcasts.
So, who should you follow? Let’s dive in and explore the leaders making the biggest impact in CX this year.
Why You Should Follow CX Influencers
CX influencers provide thought leadership and actionable insights that can transform your approach to customer experience. They are at the forefront of the industry, sharing best practices and real-time customer feedback. Following these experts keeps you informed about emerging trends and innovative strategies, ensuring you ground your CX initiatives in proven methodologies.
Engaging with the work of these thought leaders allows you to harness their expertise, inspiring your team to enhance customer satisfaction and loyalty. Whether you’re looking to implement new tactics or refine existing strategies, CX influencers offer valuable guidance. Their insights can help steer you in the right direction.
Top CX Influencers You Should Follow
Shep Hyken is a renowned keynote speaker, bestselling author, and customer service expert. He is the founder of Shepard Presentations, where he shares insights on customer service and loyalty. Following Shep will equip you with practical strategies to enhance customer loyalty and deliver exceptional service.
As the founder of CX Journey Inc., Annette Franz is a passionate CX strategist and author focused on driving customer-centric business strategies. Her insights empower organizations to create meaningful and effective customer experiences.
Jeanne Bliss is a pioneer in the role of Chief Customer Officer and the founder of Customer Bliss. She provides invaluable insights on fostering a customer-focused company culture, helping businesses thrive in a competitive landscape.
Discover Jeanne Bliss’s expertise
Blake Morgan is a best-selling author and host of the Modern Customer Podcast. She specializes in customer experience and digital transformation, offering fresh perspectives that can help organizations navigate the complexities of today’s market.
Check out Blake Morgan’s insights
As the CEO of Beyond Philosophy, Colin Shaw is an expert in experience management and customer journey mapping. He emphasizes the importance of emotional experiences in shaping customer perceptions and driving loyalty.
Nate Brown is the co-founder of CX Accelerator, focusing on improving CX leadership and employee engagement. His insights are invaluable for those looking to elevate their customer experience initiatives from within their organizations.
Explore Nate Brown’s initiatives
Clare Muscutt is the CEO of Women In CX, advocating for diversity and inclusion within the customer experience industry. She empowers women in CX and promotes a diverse workplace culture that enriches customer interactions.
Discover Clare Muscutt’s mission
Emerging and Diverse CX Influencers to Watch
Dan Gingiss is a customer experience futurist, focusing on customer retention and social media strategies. His insights can help businesses leverage social platforms to enhance their CX efforts.
As the advocate for DoingCXRight, Stacy Sherman drives CX strategies across diverse industries, including healthcare. Her expertise in customer satisfaction can help you refine your approach to feedback.
Explore Stacy Sherman’s initiatives
Adrian Swinscoe is a consultant and author focusing on practical customer service insights. His guidance can help organizations improve customer satisfaction through actionable strategies.
Discover Adrian Swinscoe’s insights
Flavio Martins is the Vice President of Customer Experience at Digitate. He is recognized for his innovative approaches to driving engagement and enhancing the customer experience.
Learn more about Flavio Martins
Joseph Michelli is a CX consultant and author known for his work on customer understanding and experience design. His insights can help you craft strategies that resonate with your audience.
Discover Joseph Michelli’s expertise
Jeremy Watkin is an expert in contact centers and customer service leadership. His experience can help organizations streamline their support processes and improve overall customer satisfaction.
Learn more about Jeremy Watkin
Key Industries and Roles in CX Influence
Jeff Toister specializes in customer service training for industries like financial services. His practical insights can help organizations enhance their customer support efforts.
Bill Quiseng focuses on hospitality and customer service best practices. His expertise can help businesses in the hospitality sector elevate their customer experience.
Ian Golding is an influential speaker and consultant, as well as a Certified Customer Experience Professional (CCXP). He offers strategic insights that can help organizations refine their CX efforts.
Discover Ian Golding’s expertise
How to Stay Updated with CX Influencers
To maximize your learning, follow these influencers on social media platforms like LinkedIn and Twitter for regular insights. Engage with their podcasts, books, newsletters, and articles in leading publications such as Business Insider, Wall Street Journal, and Harvard Business Review. This can help you stay informed about the latest in CX, allowing you to level up your business.
For even more valuable customer experience content, be sure to follow our company page on LinkedIn: Alchemer. Here, you’ll find industry insights, thought leadership, and practical resources to help you enhance your CX strategy.
Conclusion
Following these top CX influencers can benefit your business immensely by improving your understanding of customer experience and enhancing satisfaction levels. By engaging with their insights and strategies, you can empower your team to exceed your customer’s expectations.
We encourage you to follow these recommended CX leaders and consider joining industry associations like the Customer Experience Professionals Association to stay connected and informed in this dynamic field. To take your CX strategy even further, download our comprehensive guide on Transforming Your CX Strategy with Open Text Analysis here.
Discussion about this post