Top 10 Customer Experience Experts You Should Be Following
Have you ever had a customer experience so good it made your day? These moments are not accidents; they result from carefully crafted customer experience (CX) strategies.
In today’s competitive market, great CX is crucial. Brands that prioritize customer experience report 60% higher profits than those that don’t focus on CX, according to the CX Index.
But how do you consistently create positive experiences? That’s where customer experience experts come in. These thought leaders offer invaluable customer insights and strategies to transform customer interactions.
This post introduces 10 influential customer experience experts shaping the field today. Whether you’re a professional or new to customer experience, follow these voices. They help turn everyday interactions into memorable experiences that drive loyalty and growth.
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Key Takeaways
- Customer experience experts help businesses adopt the latest customer-centric strategies.
- They offer practical solutions to enhance customer interactions and satisfaction.
- Learning from CX experts allows businesses to outperform competitors in service delivery.
- Experts assist in evolving and changing customer behaviors, ensuring relevance.
- Even small businesses can gain from CX expert insights to boost customer loyalty and growth.
What Is Customer Experience (CX)?
Customer experience (CX) refers to how customers feel about a brand’s products and services. It includes all steps of the customer journey. This journey starts with the first contact and goes to support after buying. It also involves getting customers to come back again.
Consumers who receive prompt resolution for their issues are 2.4 times more likely to remain loyal to a brand. (Forrester)
Whether intentional or not, every brand creates a customer experience through interactions. A brand may claim to have superior quality or great service. However, the customer decides how valuable that experience is. Thus, CX is crucial for long-term relationships and brand success.
Why Following CX Experts Is Critical for Your Business
In a competitive market, delivering great customer experience (CX) is crucial. Following CX experts ensure you stay ahead of trends and adapt quickly.
Learn Best Practices: Customer experience experts offer insights into customer service practices and trends. Their advice keeps you updated on personalization, customer journey mapping, and omnichannel strategies. Implementing this knowledge helps meet and exceed customer expectations.
Gain Actionable Insights: CX experts provide strategies you can apply to improve customer service. These insights help you address pain points, boost satisfaction, and drive growth.
Stay Ahead of Competitors: CX experts show how to refine your approach to offer better service. This gives you an advantage, helping differentiate your brand and increase customer loyalty.
Adapt to Changing Customer Behavior: Customer experience experts help you change consumer behavior and adjust strategies. They offer insights into engaging digital-first consumers, especially post-pandemic shoppers.
Top 10 Customer Experience Experts to Follow
Here’s a short list of ten customer experience (CX) experts worth following. Their insights and work offer valuable contributions to the customer experience field.
Shep Hyken
“The best technology in the world cannot replace the ultimate relationship-building tool between a customer and a company: the human touch.” — Shep Hyken
Shep Hyken is the Chief Amazement Officer and Owner of Shepard Presentations. His company is a well-known customer service and experience consultancy. With decades of expertise, he has become a leading voice in customer service and CX training.
Hyken’s contributions to customer service include keynote sessions, best-selling books, and corporate training. He believes customer service is a mindset, not just a frontline skill. This idea has led to major changes for his clients. His global influence makes him one of the most respected customer experience experts today.
Books: The Amazement Revolution, Amaze Every Customer Every Time, I’ll Be Back.
Follow Shep Hyken:
Jeanne Bliss
“Customers who love you will market for you more powerfully than you can possibly market yourself.” — Jeanne Bliss
Jeanne Bliss is a globally recognized leader in customer experience and the founder & CEO of Customer Bliss. With over 30 years of experience, she helped shape the role of the Chief Customer Officer (CCO) and guided businesses in aligning customer needs with business growth.
Bliss has served as the CCO for major companies like Lands’ End and Allstate. She developed the Five Competencies framework for customer-driven growth. Jeanne speaks at conferences worldwide, sharing insights on building customer-centric cultures. Her books provide valuable strategies for improving customer relationships and driving business success.
Her notable achievements include:
- Redefining how businesses view customer success.
- Creating frameworks that improve customer loyalty.
- Driving sustainable growth by enhancing customer experience.
Books: Chief Customer Officer
Follow Jeanne Bliss:
Colin Shaw
“Understanding what customers do allows you to predict what they will do next.” – Colin Shaw
Colin Shaw is a leading expert in Customer Experience (CX) and loyalty. He is the Founder and CEO of Beyond Philosophy LLC, a top management consultancy in the UK. Shaw has made important contributions to the industry through his work.
He has written six books on CX and co-hosts the podcast “The Intuitive Customer.” Shaw is recognized as a global thought leader in customer experience.
His work helps large businesses improve their customer support efforts for better results. He focuses on achieving excellent CX and a strong return on investment.
Shaw’s philosophy highlights the importance of having a clear customer experience strategy. His practical approach influences many organizations and professionals in the CX field.
Books: The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level, The DNA of Customer Experience: How Emotions Drive Value.
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Blake Morgan
“Everyone from the CEO down to the contact center agent should know what it feels like to be a customer.” – Blake Morgan.
Blake Morgan is a well-known expert in customer experience (CX). As a CX futurist, author, and consultant, she shapes the future of customer interactions. Morgan founded Artemis, a consultancy firm, to share her knowledge.
She has also worked as a lecturer at prestigious universities. Her background includes work with major companies like Intel. Morgan has been a senior contributor at Forbes, sharing valuable insights.
Since 2015, she has focused on consulting and giving keynote speeches. This has established her as a thought leader in the CX field. Her book, “The Customer of the Future,” shows her influence in the industry. It offers insights into changing customer expectations and strategies for businesses to succeed.
Books: The Customer of the Future.
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Bruce Temkin
“Every interaction creates a personal reaction.” – Bruce Temkin
Bruce Temkin is a well-known expert in customer experience (CX) management. He is famous for his influential work in customer-focused business strategies. As the Head of the Experience Management Institute at Qualtrics, he has made important contributions to the field.
Temkin develops useful insights that have become industry standards over time. He is skilled in customer service, interaction design, marketing, and leadership techniques. Temkin has helped many large organizations improve their business results.
He does this by transforming customer interactions, which cements his status in the CX field.
Blog./Article/books: 10 CX Mistakes to Avoid: Advice for Improving Your Customer Experience Efforts
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Allen Hopper
“In customer service, we have to adapt to the changing needs of consumers. Meeting their expectations can differentiate between a one-time purchase and a loyal customer.” – Allen Hopper
Al Hopper is a skilled customer experience professional at Black Rifle Coffee Company. Additionally, he works as a Senior Insights Leader at Etech Global Services, managing quality programs. His focus is on leveraging AI and advanced analytics for customer service improvement.
He believes exceptional service is very important for building strong customer relationships. Marketing may attract customers, but great experiences keep them coming back.
Hopper shares his knowledge as a co-host of the #CustServ Twitter chat. He works with others to solve customer service challenges together. He encourages customer success teams to keep innovating their engagement methods.
One of Al Hopper’s notable insights emphasizes the importance of delivering exceptional customer service.
This reflects his commitment to continuous improvement in customer engagement strategies
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Annette Franz
“You can’t transform something you don’t understand. If you don’t know and understand what the current state of the customer experience is, how can you possibly design the desired future state?” – Annette Franz
Annette Franz is a leading expert in customer experience (CX) with 25 years of experience. As the founder and CEO of CX Journey Inc., she helps businesses create transformational CX strategies worldwide.
Her expertise includes mapping customer journeys and aligning employees with CX goals. This helps build value-driven and people-focused organizations. Franz is also a key influencer in the CX community.
She co-hosts the popular #CXchat on Twitter. There, she encourages knowledge sharing among top CX leaders and professionals.
Blog: https://cx-journey.com/blog
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Ian Golding
“That emotional element of the experience, I believe, is what we need to remember back from 1900s and we need to replicate it to this day. Different scenario, but the same principle. And that is a differentiator today.” — Ian Golding
Ian Golding is a well-known customer experience experts who is very influential. As a pioneering CX consultant, he has worked with many leading organizations in different sectors.
These sectors include retail, finance, energy, and logistics. Golding’s expertise has made him a recognized international speaker. He attracts a large following in the CX community.
His contributions also include writing several publications on Customer Experience. This work further strengthens his reputation as an authority in the industry.
Blog./Article/books: https://ijgolding.com/blog/
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Adrian Swinscoe
“Delivering great customer service means valuing your customer’s time” — Adrian Swinscoe
Adrian Swinscoe is a respected customer experience (CX) expert known for innovative support strategies. He focuses on strategies that help businesses grow and succeed. He stresses the need for customer-centered approaches through his blog, keynotes, and workshops.
His latest book, “Punk CX,” challenges traditional CX ideas. It encourages brands and agents to create unique, engaging experiences. This approach helps businesses move away from standard methods. It also guides them to develop their own customer experience strategies.
Blog: http://www.adrianswinscoe.com/
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Jeff Toister
Jeff Toister is a well-known customer experience expert and president of Toister Performance Solutions. As an author, consultant, and trainer, he helps organizations build a customer-focused culture.
Jeff has written four best-selling books about customer service. One of these is “The Service Culture Handbook.” His “Inside Customer Service” blog is a popular resource in the industry.
His expertise includes creating a customer service vision and employee engagement strategies. This makes him a popular choice for companies wanting to improve customer-focused cultures.
Blog./Article/books: The Guaranteed Customer Experience, The Service Culture Handbook
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How to Become a Customer Experience Specialist?
Becoming a customer experience (CX) specialist requires combined education, skills, and experience. Here’s a structured path to help you enter this rewarding field.
- A customer experience specialist must be good at communicating with people clearly. They help customers resolve issues and ensure every interaction is positive.
- Learn effective customer service techniques, troubleshooting, and conflict resolution to improve satisfaction. You might need special knowledge or technical skills for the job in some fields.
- For retail or support roles, a high school diploma is enough. However, finance-related industries often require a bachelor’s degree.
- To succeed, focus on understanding customer needs and creating positive experiences.
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Frequently Asked Questions
Who are customer experience (CX) experts?
Customer experience experts improve how businesses interact with their customers effectively. They focus on increasing customer satisfaction, loyalty, and overall experience for long-term growth.
What makes someone a customer experience expert?
A customer experience experts has knowledge of customer engagement, data analysis, and strategic planning. They gain expertise by delivering results that improve customer journeys and business success.
What does a customer experience expert do?
A customer experience expert analyzes customer data and finds problems affecting satisfaction levels. They assist businesses in aligning services and communication to meet customer needs effectively.
How do CX experts help businesses grow?
Customer experience experts help businesses grow by boosting customer retention and overall satisfaction rates. They streamline the customer journey and reduce loss, impacting profits and long-term success.
Can small businesses benefit from customer experience experts?
Yes, small businesses greatly benefit from CX experts improving customer touchpoints and strategies. These experts help build strong relationships and increase satisfaction. This allows small businesses to compete better.
How do I stay updated with insights from CX experts?
You can stay updated by following expert blogs and attending online webinars regularly. Subscribing to newsletters and engaging with CX communities inform you about trends and strategies.
Conclusion
In conclusion, following customer experience (CX) experts is vital for any business. They help improve customer interactions and satisfaction by sharing their valuable insights.
These customer experience experts offer best practices and strategies to enhance customer service quality. Learning from their experience helps you stay ahead of changing industry trends. You can also adapt to evolving customer needs and build stronger loyalty.
By embracing their knowledge, your brand can create exceptional customer experiences. This empowers your business to deliver outstanding service and meet customer expectations.