15 customer experience influencers to follow in 2018

The world of customer experience is ever changing – as consumer preferences and the technologies that aim to serve them continue to evolve in a dizzying pace. New technology disruptors abound, and sophisticated strategies are introduced almost daily.

As we know, organizations are continually on the lookout for more effective means for understanding customer intent and for anticipating and meeting their needs. This is the key to increasing share of wallet and securing long-term loyalty.

In fact, customer experience is often highlighted as the main driver for pushing the technology transformations that so many businesses all over the world are undergoing today.

Understanding what consumers really consider a great customer experience in the first place is key - what makes for mutually rewarding engagements, and what they are looking for from their digital experiences. And without a few insights and a bit of inspiration from others in the industry, it can be difficult to keep up.

With that in mind, I've put together a list of some of the brightest minds in the world of customer experience. These are people that I, and my peers, follow on social media - analysts, experts and influencers, and marketing executives - sharing insights and advice on all things CX.

Hopefully you'll get as inspired by their rich expertise as I do:

Analysts

Alan D. Duncan is VP Research and Data & Analytics Strategy, as well as Chief Data Officer at Gartner. His main interests include data, data science, and digital strategies. 
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Augie Ray is Research Director at Gartner, advising senior executives on customer experience. His topic areas include the CX strategy and governance, the buy/own/advocate customer journey, voice of customer (VoC), customer journey mapping, CX analytics and measurement. 
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Kate Leggett is VP and Principal Analyst at Forrester Research, focusing on CRM and customer service - market trends, research, opinions, best practices, and technologies.
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Brian Solis, is Principal Analyst at research firm and consultancy Altimeter, and author of “X: The Experience When Business Meets Design.” Brian’s research explores digital transformation, customer experience and the future of industries, trends, and customer behavior. 
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Jane-Anne Mennella is Research Director at Gartner, advising executives on customer experience, user experience, user research and optimization. 
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Mila D'Antonio is Principal Analyst at independent analyst and consultancy firm, Ovum. Her specialties include social media and customer experience.
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Lizzy Foo Kune, is also a Gartner analyst, specializing in marketing analytics and advertising. Her research interests include digital marketing analytics, cross-device identification, and customer journey analytics, among others.
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Experts & Influencers

Blake Morgan is a customer experience futurist, speaker, and author of "More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences."
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Bob Thompson is the founder of CustomerThink, a global online community of customer-centric business leaders, the author of Hooked on Customers, and a global evangelist for the customer-centric business.
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Bruce Temkin is the managing partner of the Temkin Group, a leading customer experience research and consulting firm, and Co-Founder of the Customer Experience Professionals Association. Bruce, a CX transformist, helps large organizations dramatically improve business results by changing how they deal with customers. 
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Ann Handley is a marketing content guru, Head of Content at MarketingProfs and author of the WSJ bestseller, “Everybody Writes.” She has been cited by Forbes as the most influential woman in Social Media and recognized by ForbesWoman as one of the top 20 women bloggers.
Twitter | LinkedIn

C-Suite

Alan See is recognized by Forbes as one of the top "50 Most Influential Chief Marketing Officers on Social Media" and by the American Marketing Association as “Marketer of the Year,” for both Content Marketing (2015) and Social Media Marketing (2016).
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Kirsten Knipp is VP/CMO at Convey Inc. She delivers advice and modern marketing research to CMOs and marketing leaders, specializing in inbound and commerce marketing.
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Mark Johnson is the CEO and CMO of Loyalty360, the association for customer loyalty. Mark is focused on all aspects of channel and brand loyalty and customer experience.
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Jonathan Levitt is a speaker and writer, with a unique slant on customer experience and digital marketing that has been featured in Forbes, Fortune, eMarketing & Commerce, Chief Marketer, and more. 
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Make sure to bookmark this page, as we’ll be adding more great thought leaders to this list periodically throughout the year.

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