January 17, 2017 | By

Top 20 Customer Experience Leaders To Follow

Customer service has never been more important. Businesses are beginning to understand that customer experience is the difference between social media shares and bad publicity, between creating brand ambassadors or handing over the profits to your competition. Simply put, between conversion and churn.

We’ve compiled a list of the top 20 thought leaders in customer experience, all of whom have their finger on the pulse of customer service, and are must-follows for keeping your CX current, successful and profitable, too.

Jeanne Bliss

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. Jeanne is a co-founder and board member of the Customer Experience Professionals Association. We love her recent blog on what CX will look like in 2017.

Bill Quiseng

@billquiseng  |  

Bill is an award-winning writer on the topic of customer service leadership for managers, as well as customer experience for staff on the front lines. He offers inspiration, practical advice and support for businesses who are looking to build a great customer service culture within their companies. His tagline ‘Nobody Raves About Average’ is an inspirational call to all companies to look for ways to improve from the inside.

John DiJulius

@JohnDiJulius  |  

The DiJulius Group is known for working with some of the most famous companies in the world, including Starbucks, Nestle, Hallmark and Lexus. They are helped to improve and maintain superior levels of customer service by using the X-Commandment methodology. John DiJulius is the president of the company as well as an entrepreneur in his own right. He has been invited to headline at America’s #1 Customer Service Conference this year and is an unmissable authority on all things CX.

Shep Hyken

@Hyken  |  

Author of multiple books including the NYT bestseller, The Amazement Revolution, Shep Hyken is a customer service expert, author and keynote speaker. He specializes in customer experience, loyalty and engagement. He is famous world-over for his inspirational presentations which focus on both internal service and external customer relations. You won’t find a list of top customer experience leaders which doesn’t include his name.

Chip Bell

@ChipRBell  |  

Chip Bell educates organizations on how to build a truly customer-centric environment. He is a popular keynote speaker, as well as the author of eight best-selling books on customer experience. He has even been ranked Global Gurus #1 keynote speaker on CX two years running. Chip recently chatted with us about focusing on real-time analytics for 2017.

Dennis Snow

@DennisSnow  |  

Want the Disney Approach to your business? Dennis Snow is your man, with 20 years of experience under his belt at the most magical company on earth. His area of expertise is customer loyalty. He now speaks, trains and consults, as well as authoring two popular books on customer service. Dennis has a ton of great content on his blog including video tutorials on the fundamentals of great customer service.

 Kristina Evey

@KristinaEvey  |  

As a strategic business consultant and the owner of Centric Strategies, Kristina Evey knows customer service. She trains organizations to help them understand their unique qualities and how to use those to build a customer-centric environment.

Jackie Huba

@jackiehuba  |  

An expert in customer loyalty and word-of-mouth marketing, Jackie pushes the boundaries of customer experience. She has authored 4 books and is a regular contributor to Her work as a consultant helps businesses achieve superior customer loyalty and forge brand ambassadors for their companies.

 Scott Mckain

@scottmckain  |  

As a member of the Professional Speakers Hall of Fame, Scott is a sought-after speaker who helps companies ‘create distinction’ in a busy and active marketplace. He has three decades of experience consulting and training businesses and individuals with strategies which have proven results. Scott is a best-selling author, as well as a member of the elite ‘Speakers Roundtable’ which includes only 20 of the world’s best business speakers. His recent blog on changing the question from ‘why’ to ‘how’ is well worth a read. Trust us, you’ll be hooked!

Kerry Bodine

@kerrybodine  |  

Writing for publications such as The Wall St Journal, Forbes, and USA today, Kerry Bodine is a well- respected and trusted customer experience consultant who co-authored the book Outside In. She looks at how organizations must change internally to create outstanding customer service opportunities and the financial benefits which come hand in hand with them.

 Micah Solomon

@micahsolomon  |  

If Apple’s Steve Wozniak says that Micah has an ‘up to the minute and deeply practical take on customer service’, you’d better believe we’re listening. Micah Solomon is an author, keynote speaker and consultant for a wide range of businesses and organizations, notably in healthcare and hospitality. He regularly contributes to on all aspects of the customer experience.

Michael Hinshaw

A recognized thought leader in customer experience, Michael Hinshaw is a powerful name in customer service. His Twitter-feed is full of inspirational nuggets about how to engage customers and boost your employees. His book, Smart Customers Stupid Companies looks at how businesses can raise their game as their customers become more intelligent.

 Adam Toporek

@adamtoporek  |  

If you’re looking for the best in keynote speeches and customer service workshops for small businesses, look no further. Adam co-hosts the podcast Crack the Customer Code which interviews leaders of industry to help ascertain what works and what doesn’t. He is also the author of the book, Be Your Customers Hero.

Blake Morgan

If the Huffington Post mark you as among the Top 100 Social Customer Service Pros Twitter has to offer, you’re bound to be a one stop shop for excellent advice and support. Blake hosts the Modern Customer podcast, and her first book More is More, is being published this year. As a contributor to, she regularly pushes the boundaries of common conceptions, for example her latest take on CX Warranties are not Part of Modern CX.

 Steve Pappas

@sxp01  |  

Steve calls himself a ‘relentless’ customer experience expert. He publishes regular blogs and articles on how important it is to keep working at your CX strategy, looking at what makes your company unique, and truly understanding the Millennial customer experience and what that means for you. He is the Senior VP of Panviva.

Valeria Maltoni

Conversation can be a powerful tool in business, and no-one knows this better than Valeria Maltoni. She helps organizations develop agility, and strategically make changes to support a ‘customer-first’ culture. Valeria has 10 years of experience as an international motivational speaker and is known as a ‘storyteller’ for customer experience. Through her unique approach, she can help you find the role creativity and imagination has in your business.

 Colin Shaw

@ColinShaw_CX  |  

As the CEO of Beyond Philosophy, Colin Shaw knows about building great customer support culture which really makes a difference. He is a best-selling author, having published over 6 books on customer experience. Colin is an inspirational keynote speaker and is invited to lecture and inspire around the world. If that’s not enough reasons for you to click ‘follow’, he is recognised by LinkedIn as one of the foremost business influencers in the world.

Jeannie Walters

@jeanniecw  |  

CEO of 360Connext, Jeannie Walters has 15 years of experience in consulting on customer service. She has worked with mid-market companies all the way up to businesses in the Fortune 500, and specializes in customer experience investigations and evaluations. Follow for insights on how to take these evaluations and make profitable and noticeable changes to your company dynamics.

 Bruce Temkin

Introducing the other half of the dynamic duo who founded the Customer Experience Professionals Association. Bruce is also the Managing Partner of the Temkin Group, a research and consulting firm which aims to revolutionize customer experience through branding, social media, leadership and cultural change. Check out his popular blog, Customer Experience Matters.

 Steve Curtin

@enthused  |  

The antidote to ‘bland and uneventful;’ customer service, Steve is dedicated to raising the bar when it comes to customer experience. For over 15 years, he has been delivering presentations around the globe to more than 20,000 people. The author of Delight your Customers, Steve also shares insights on the latest publications in the CX field, sharing the stats and facts which matter in improving your own bottom line.

As thought leaders in the industry, these 20 experts in customer experience can broaden both your mind and your strategy when it comes to crafting your own CX culture.

Have we missed any of your most inspiring professionals from the list?

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