The Super-Heroes of Customer Experience are here!
Customer Experience – The new focus of 2020!
Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!
Here is a list of top 150+ Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!
The below-given list is a general list and is irrespective of any ranking or order. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.
Meet the Top 150+ Global Customer Experience Thought Leaders and Influencers of 2020.
Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor
Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience.
Annette Franz – Customer Experience Consultant, Keynote Speaker, Author
With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. She strongly believes that corporate culture and employee experience directly impact customer experience.
Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant
As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.
Chad Horenfeldt – Director of Customer Success at Kustomer
With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce.
Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author
Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Additionally, she is an Adjunct Faculty at the Rutgers executive education MBA program, Contributor of the Forbes, Harvard Business Review and Hemispheres Magazine, Host of The Modern Customer podcast, and Co-Host of The Be Your Own Boss podcast.
Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom
Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. She has over 15 years of experience in the telecommunications industry and is currently serving as the Customer Experience Performance Management Head at PT Smartfren Telecom. She is leading the implementation of Customer Experience (CE) Performance Management Framework including the CE Council to monitor and improve the end-to-end customers’ experience of Smartfren’s products and services.
Colin Shaw – Author, Keynote Speaker, Co-Host, renowned CX Global Influencer
Founder & CEO of Beyond Philosophy LLC, Colin is recognized as a world thought leader in customer experience. He has been named as one of the world’s ‘Top 150 Business Influencers’ by LinkedIn, and The Financial Times has recognized his company Beyond Philosophy as being one of the best management consultancies for two years in a row. Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer.
Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional
With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. He carries broad knowledge across Customer Experience, Customer Engagement, Strategic Vendor Management, Relationship Marketing, Product Development, Risk & Partnership Management, and Online & Offline Retail Management.
Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger
Founder of Customer Experience Consultancy, Ian Golding is a renowned Blogger, Writer, Speaker, and Customer Experience Educator. He is the first CX professional to become an Authorized Resource and Training Provider for the CCXP accreditation. He is the Chairman of the judging committee of many prestigious awards such as the UK Customer Experience Awards and the Gulf Customer Experience Awards. One of the UK’s foremost CX experts, Ian is the author of the bestseller, ‘Customer What? : The Honest and Practical Guide to Customer Experience.’
Mila Widyani – Head of Customer Experience at CIMB Niaga
A Customer Experience Thought Leader and Influencer, Mila Widyani is a dynamic professional who strongly believes that CX is the key to driving a sustainable competitive advantage in today’s economy. She has an accumulative experience of 16 years in the Audit and Banking industry. Previously she has worked in senior roles at Citi, Royal Bank of Scotland, ABN AMRO Bank, and EY and now she is heading Customer Experience at CIMB Niaga.
James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer
International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. He has taken customer centricity to the next level through his work with some of the world’s leading brands (Disney, Lego, Nike), his pioneering video content, and his globally popular musical Customer Experience keynote, ‘Rules For Rockstars’. He is also the host of Amazon Prime’s ‘This Week in CX’, and is known to many as the ‘Customer Experience Rockstar.’
Nate Brown – Customer Experience Speaker & Trainer
Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.
Shep Hyken – CX Expert, NY Times Bestselling Author, Keynote Speaker
A New York Times and Wall Street Journal bestselling author, Shep Hyken is the Chief Amazement Officer of Shepard Presentations. He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus™, aiming to help clients build a customer service culture and loyalty mindset. He also has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.
Nandkishor Tripathi – Global Head of Customer Experience at SurveySensum
Multi-Award Winner, Nandkishor Tripathi is a Market Research Operations and CX Methodology Specialist with over 16 years of proven track record in delivering customer experience at the highest levels. He has worked with multinational brands like Microsoft, Tesla, Iron Mountain, Autodesk, McKinsey, Fandango, Sequoia, MGM, Verizon, Hulu, and many more and has managed over 100 implementation projects of various complexities. Currently, he is heading Customer Experience at SurveySensum where he is designing the customer journey experience road map for driving results for end-clients’ success and growth.
Joakim Thörn – XM Scientist and Keynote Speaker
XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. He is also a CX Mentor at the Customer Experience Professionals Association (CXPA) where he aids in increasing the impact and visibility of Customer Experience professionals, facilitates effective member-to-member sharing, and establishes respected standards.
Katie Stabler – CCXP, Founder and Director of CX at Cultivate Customer Experience
Katie Stabler is an accomplished & inspiring senior customer experience leader with experience in leading CX programs within complex structures and regulated environments. She is the Founder and Director of CULTIVATE Customer Experience by Design, of a Global Customer Experience Consultancy that helps you understand your customers and deliver an exceptional experience for exceptional results.
Jay Nathan – Founder of Customer Imperative and Gain Grow Retain
With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. He also founded a purpose-driven company, Customer Imperative, that focuses on helping B2B SaaS to retain customers, grow revenue, and scale customer success and Gain Grow Retain, a community for customer success leaders to share their work, collaborate and grow their careers.
Adrian Swinscoe – Customer Service & Experience Advisor, Speaker, Workshop, Masterclass Leader
A Customer Experience Podcaster, Blogger, Best-Selling Author of ‘How to Wow’ and a new book ‘Punk CX’, and Forbes Contributor, Adrian Swinscoe is also a Customer Experience and Service Consultant. With a mission to help the businesses deliver better customer experiences, he advises them on customer experience and customer engagement and offers insights to success.
Shane Goldberg – Founder and Principal at CustCore Consulting
Shane Goldberg has more than 20 years of experience across customer experience, business improvement, sales operations, and product management. Founder and Principal at CustCore Consulting, a specialist consultancy firm, Shane helps companies to WOW their customers by unlocking new areas of growth through defining, measuring, and improving customer experience across all parts of their customer’s journeys.
Aimee Lucas – Customer & Employee Experience Researcher, Advisor, Trainer, Speaker, CCXP
Aimee Lucas has over 20 years of experience in improving service delivery and transforming customer experiences through employee engagement and customer-centric process improvement initiatives. Currently working at Qualtrics as a Sr. Principal Analyst, most of her work is focused on research, advisory, and training efforts on shaping the future of experience management (XM). She is also a Global Public Speaker and Trainer and is skilled in customizing key messages for a variety of professional audiences.
Clare Muscutt – CX Magazine Top Female Influencer, CX Entrepreneur, International Keynote Speaker, Championing Women in CX
Recognized as one of the most prominent and valued millennial voices in CX, Clare Muscutt is an International Consultant, Keynote Speaker and soon to be the Author of the book ‘How to be Awesome at CX’. She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She is a leader of the women in the CX community and host of the podcast ‘Inspiring Women in CX.’ She has also been recognized as the 2020 UK Top Female Influencer by CX Magazine and has received numerous awards for her impressive commercial results.
Women in CX: https://womenincx.community/
Lynn Hunsaker – CXPA Board, Customer Experience Leader, Trainer, Author
Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She led CX company-wide for 11 years at Applied Materials. She is now Chief Customer Officer at ClearAction Continuum. She is also a recognized Training Provider for the CCXP Exam, Author of 6 benchmarking studies and 3 handbooks, Professor at UC Santa Cruz Silicon Valley Extension, and serves on the CXPA Board of Directors.
Mary Drumond – CX Thought Leader, Chief Marketing Officer at Worthix, Host of Voices of CX
With over a decade of experience in management, digital marketing strategies, public speaking, growth strategies, and multi-language communication skills (trilingual), Mary Drumond is now the Chief Marketing Officer at Worthix. She is also the Host and Producer of the Voices of CX Podcast and interviews CX thought-leaders, executives, researchers, academia and Customer Experience front-liners, and occupies the position of Editor in Chief of the Voices of CX Blog.
Mike Wittenstein – Virtual Speaker, Coach, Consultant, and Founder of Storyminers
Mike Wittenstein has been helping leaders and their teams through times of immense change around customer experience for over three decades. He is the world’s only working Speaker, Consultant, and Experience Designer to have earned the top designations in his chosen fields (CSP, CMC, CCXP). Mike is the Founder and Managing Partner at Storyminers and helps mid-market companies to achieve higher operating results and profitable exits using Storyminers’ unique combination of Story, Strategy, Experience Design, and Technology.
Salman Sharif – FCXP (CX-II), CX Advisor, and EMEA at Forrester
A former UK Customer Experience Awards judge, Salman Sharif is a Customer Experience Specialist and Influencer. He has extensive experience in designing, managing, and delivering insight-driven projects for clients around the world. He is currently at Forrester as a Senior Customer Experience Advisor where he is supporting Senior CX Leaders from FTSE 500 companies across the EMEA region.
James Hardwick – Industry Director for Gaming, Media, Entertainment, and Software at Oracle
James Hardwick is a Customer Experience Specialist and Thought Leader. He is backed by leading industry publication CX Magazine as one of the top 25 CX Professionals in the U.K. and has over 10 years of accomplished growth focussed on CX marketing & digital transformation experience. James has worked with both start-ups & top S&P 500 organizations, including co-founding a successful iGaming business that was successfully exited through sale to a U.K. based AIM stock listed company. He currently works as Industry Director for Gaming, Media, Entertainment & Software at Oracle within their CX Intelligence Platform business.
Sarah Sargent – CCXP, Director of Customer Experience at Radian Group
Sarah Sargent is a highly accomplished & inspiring Customer Service & Customer Experience Director at Radian Group where she is reinvigorating CX in social housing. She is the first Certified Customer Experience Professional (CCXP) in Yorkshire in 2018 and has experience in both large-scale multi-site, multi-channel operations, and smaller, entrepreneurial businesses. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos.
Nick Lygo-Baker – CCXP, CMRP, CX Strategy & VoC Expert, Owner & Founding Director at Paradigm CX
After holding multiple global leadership roles within the top Customer Research organizations, Nick Lygo-Baker founded Paradigm CX Ltd. in 2018 where his passion for delivering CX strategies for organizations was seeded in Mystery Shopping and Customer Satisfaction research. He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes.
Tiffany Carpenter – CX Visionary, Thought Leader, Keynote Speaker, Author
Tiffany Carpenter has over two decades of experience in helping organizations transform customer experience across their sales, service, and marketing operations. She is a Thought Leader, Keynote Speaker, and Published Author and is currently heading the Customer Intelligence Solutions at SAS where she is guiding organizations on the application of advanced analytics and artificial intelligence to harness customer insights and deliver relevant one-to-one experiences. Along with this, she is an Advisory Board Member of the CMO Council and is also the Co-Founder of Griswold Studios.
Matt Watkinson – Author, Keynote Speaker, CX Influencer
Matt Watkinson is a CEO and Co-Founder of Methodical, an experience design agency, Keynote Speaker, Author, and a Senior Visiting Fellow at Cass Business School, London. He is a subject matter expert in customer experience and his work has been cited by the world’s top research firms. Also, his first book, ‘The Ten Principles Behind Great Customer Experiences’, won the CMI’s Management Book of the Year and is becoming the only book on its topic to win a major award, and the second book, ‘The Grid’, was shortlisted for 2019’s Management Book of the Year.
Dennis Wakabayashi – Corporate CX Champion, Business Problem Solver, CX Influencer
Dennis Wakabayashi is a Corporate Customer Experience Champion and an Influencer. He has been named one of the top 50 Customer Service (CX) Experts of the decade in May 2020, Top 10 CX influencer by Klear.com, and was included in the Top 40 over 40 Digital Marketers in the USA by Campaign.us. He is a Vice President of Customer Experience Solutions Delivery at RR Donnelley and an Advisory Council Member for the Adobe Experience League.
Aneesh R Kammath – Customer Experience Coach and Specialist
With 12 years of experience in business consulting and customer experience, Aneesh Kammath is currently leading the digital customer experience as an Associate Director at Suyati, where he is practicing and building capabilities to align CX as key differentiation to technology services and managing the implementation of the Customer Analytics Technology platform called “Buyer Rhythms”. He specializes in CX Strategy, Customer Journey Mapping, CX Program Management, CX Consulting for Insurance, Manufacturing, Retail, Telecom industries.
Claire Boscq-Scott – Global CX Guru, Keynote Speaker, Business Consultant
Listed in the UK Customer Experience Influencers by CXMagazine, Claire Boscq-Scott is a Keynote Speaker, Consultant, Trainer, and Author of two books, Thrive with the Hive and Thriving by Caring. She is a Global CX Guru who aims to bring a more holistic approach to Employee & Customer Experience and empowering companies to create Sensorial experiences.
Irit (Golan) Eizips – Customer Success Strategist, Chief Customer Officer & CEO at CSM Practice
Irit Eizips is Chief Customer Officer and CEO at CSM Practice, a global customer success management consulting firm that specializes in the design and implementation of best of breed scalable customer success programs using an optimal combination of strategy, playbooks, and technology. She has been featured as a speaker at conferences and Customer Success publications and has been consistently voted top Customer Success Influencer for the past 7 years.
James Perryman – Coaching, Trainer, Keynote Speaker, Consultant
With over 20 years of proven experience, James Perryman is helping businesses improve employee engagement, culture, and customer experience, by showing them how to bring purpose, advocacy, and empowerment to employees and customers, creating every day exceptional experiences. He is the Founder at Momentus Limited, where coaching, mentoring, and training are combined successfully to differentiate brands and set them apart from the competition. He is also Co-Founder at MyPeopleClub, an online community and learning platform for people working in HR, Coaching & Training.
Kaye Chapman – Learning & Development Manager at Comm100 and CX Accelerator Community Organizer
Kaye Chapman is a Customer Experience and Learning Specialist, working with global Fortune 500, government, and private firms around the world to design outstanding customer experiences and to embed effective people development strategies. She holds an MA gained through University College London, the top university for education in the world, and currently works as a Learning and Development Manager at Comm100. Kaye is a Community Organizer and Facilitator for the CX Accelerator Slack community, the leading online community for CX professionals. She is also an established writer who has shared articles on Zendesk, CustomerThink, ICMI, CX Accelerator, Business2Community, and more.
Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group
Customer Experience Manager at Cape Union Mart Group, Kia Abbott is driving the journey to become a customer-led, data-driven organization that can effectively create meaningful customer experiences that delight customers in stores and online. She has extensive consulting experience across strategy, innovation, and communication and is a passionate customer champion, who uses customer experience strategy and data-driven insights to solve business problems.
Roy Atkinson – Writer, International Speaker, Top Influencer in the Service and Support Industry Service Management, Support Industry Analyst
Roy Atkinson is one of the top influencers in the service and support industry. He is a prolific Writer, Service Management and Support Industry Analyst, and an International Speaker with a specialization in exploring the connection between customer service and technology, with extensive experience in the IT and technology industries. He has been featured in The Economist, Social Media Today, Computerworld, BizTech Magazine, and many others and has contributed to books on Customer Service, Social Media, and IT Change Management. Currently, he is working as the Group Principal Analyst at HDI and ICMI (part of Informa Tech), and Secretary of Board of Directors at HDC Inc.
Diane Magers – CCXP, CX Expert, Founder and Chief Experience Officer at Experience Catalysts
Diane Magers is a certified CX professional with senior CX, sales, and marketing executive with diverse and exceptional leadership skills. With over 25 years of transforming customer and employee experiences working in and with startups, mid-size, and Fortune 100 companies. She speaks on CX at industry events and consults companies to support and educate them as they build or enhance their customer experience practices. She is the Founder and Chief Experience Officer at Experience Catalysts, Experience Management Strategic Advisor at Macquarium, former CEO of the Customer Experience Professionals Association, and now Emeritus Chair.
Greg Ortbach – CX Engagement Catalyst and Co-host of #CustServ Chat
Greg Ortbach has over 20 years of proven experience in building relationships, cultivating partnerships, retaining top accounts, and growing profit channels. He has been named as the Top 25 CX Influencers to Follow by Panviva, Top 50 Thought Leaders to Follow on Twitter by ICMI, Top 50 Call Center Twitter Accounts to Follow by Playvox, and a Top 100 Most Social Customer Service Pro On Twitter by Huffington Post. Currently, he is working as a Business Development Agent at Allstate, provides CX consulting through Catalyst Engagement, and is a co-host on the popular weekly Twitter chat #CustServ with @Marsha Collier.
Martin Hill-Wilson – Emotive CX Mentor, Customer Service, and AI Engagement Strategist
A Customer Service & AI Engagement Strategist, Martin Hill-Wilson is a Mentor, Advisor, and Trainer on Customer Service. He founded Brainfood Consulting, an advisory and education service in 2009 and since then he is training professionals around the world on AI-Driven Customer Contact Strategies and Mobile-first customer service planning. He also advises firms, gives out whitepapers and keynotes on co-designing practical engagement strategies that balance customer and business needs. Also, he is running the planning course of Emotive CX for Customer Interaction.
Mike Aoki – CX Expert, Trainer, Bestselling Author, Keynote Speaker
President of Reflective Keynotes Inc, Mike Aoki has over 20 years of successful experience in customer service, sales, and management. He is a Trainer, Bestselling Author, and a Keynote Speaker. He has expertise in customer service and sales and has been interviewed by the Globe and Mail, Contact Centre Pipeline magazine, and the Customer Experience Radio Show. He is a GTACC Award winner and has been listed in the ICMI Top 50.
Jaakko Männistö – Head Coach at CX Academy
Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional. He founded Feedbackly, a customer feedback software in 2012, and CXForum, a CX network CX of CX professionals and companies to bring knowledge and methods together to create better experiences unconditionally in 2019. He is also a Keynote Speaker, Head Coach at CX Academy, and Vice-Chairman and Board Member of Suomen Yrittäjät, Finnish entrepreneurs organization. He has also written books on Customer Experience and Customer Journey.
Olga Guseva – CCXP, Co-Author of “Customer Experience” #1 bestseller on Amazon
An international Customer Experience Strategy Expert and Customer-Centric culture transformation Specialist, Olga Guseva is a Keynote Speaker, internationally published Author, Blogger, and Consultant. She is a recognized CXPA trainer, CCXP, CXPA member, and the founder of Integria Consult, a consulting company, focused on Customer Experience and working with the leading Russian brands.
Nathalie Schooling – CX Influencer and CEO at nlighten
A renowned CX Strategist and Facilitator, Nathalie Schooling has over 25 years of experience in the customer service and client experience industry. She is the CEO of nlighten, South Africa’s leading multi-disciplinary CX partner which has built with insights, passion, and customer service expertise. She aims to enable businesses to improve their service and create memorable and sustainable customer experiences that build their reputation, enhance their profitability, and make them sustainable regardless of market conditions.
Jo Boswell – Customer Experience Innovator, Board Advisor, Executive Coach, CX Influencer
Jo Boswell is a CX Influencer who advises organizations on CX innovation and supports CX leaders with coaching development. She focuses particularly on helping organizations harness customer data, insight, and technology to drive CX improvements, whilst driving the cultural change needed to unlock value for themselves and their customers. She has spent 27 years in senior roles at British Airways prior to founding her company, Sentio-B, a CX consulting firm in 2018. She serves there as the Founder Director and is providing advisory and coaching services for Boards and senior leaders on how to drive transformation in their customer experience. She was listed in the Top 20 Customer Experience influencers by CX Magazine in 2019.
Alan Pennington – Deputy Chairman at SuiteCX and Special Advisor CX/EX
Alan Pennington is a Customer Experience Thought Leader who specializes in advising FTSE 100 & Fortune 250 Companies on how to assess, measure, and re-design their customer experience. He is a CX Expert, Advisor, and Author and has been listed in the top 25 Global CX Thought Leaders and Influencers 2019. He has written the book, ‘The Customer Experience Book’ which has received a great appreciation from the audience. Currently, he is serving as the Deputy Chairman at SuiteCX, the leading US-based CX software business, and is a Special Advisor on CX at Deloitte.
Miles. C Thomas – Global Head of Customer Service and Experience at International Baccalaureate
A CX influencer and certified Customer Experience Management professional, Miles C. Thomas is the Head of Customer Service at the International Baccalaureate. In 2020, he participated in the CX World games which have brought together exceptional global CX talent to help good causes and organizations deal with the COVID-19 impact. In 2019, he founded HumanizedCX, a resource for SMEs to learn more about how they can implement CX initiatives. He was also a Judge at the UK CX Awards and was named in the top 25 CX leaders following being a finalist in the CX Impact awards 2018. He specializes in providing global operational and strategic leadership in customer service and customer experience within mission-driven, global, technical, and multilingual environments.
Stacy Sherman – Digital Marketer, Forbes Writer, Director of CX at Schindler
Bringing in a different perspective of humanizing business to differentiate companies beyond price, and building winning cultures, Stacy Sherman is a CX Strategist and Influencer who aims to connect authentic people & inspire great customer experiences fueled by motivated, engaged employees. Currently, she is the Director of Customer Experience and leading Employee engagement at Schindler Elevator Corp. She is also a Keynote Speaker, Coach, Podcaster, Blogger, Forbes Contributor, Host of “Women Leaders Making A Difference” community, and founding CX Board Member and Advisor at George Washington & Seton Hall University. She is also a prolific International Author and her two books on Customer Experience are launching soon.
Denise Lee Yohn – Brand Leadership Expert, CX Thought Leader, Keynote Speaker Author
CX Thought Leader, Denise Lee Yohn is the expert on brand-building for national media outlets such as CNBC and FOX Business TV. She is an in-demand speaker and consultant, an influential writer, and the author of the bestselling books, ‘What Great Brands Do’ and ‘FUSION’. She is the former VP/GM of Brand & Strategy at Sony, Contributor to the HBR and Forbes, and Advisor to world-class brands including Frito-Lay and Oakley.
Joseph Michelli – CX Keynote Speaker, Consultant, New York Times Bestselling Author
Joseph A. Michelli is the Chief Experience Officer at The Michelli Experience specializing in helping front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. He is a New York Times #1 bestselling author and an international speaker on leadership, employee engagement, customer experience, customer loyalty, and consumer advocacy. He is an opinion columnist at CEOWorld Magazine, a network member of Talent Plus, and an official member of the Forbes Coaches Council.
Jim Tincher – CCXP, CXPA, CX Expert, Author
Jim Tincher is a dynamic speaker who is passionate about building a world-class customer experience that results in engaged customers who come back time and again. He founded Heart of the Customer in 2014 to help companies of all sizes increase customer engagement. He helps employees in engaging customers through a personal connection. With a passion for customer experience, he teaches that true customer engagement only happens when you solve a problem and create a personal connection while doing so. He is also an active member of the Customer Experience Professionals Association (CXPA), author, and frequent keynote speaker.
Jonathan Levitt – Chief Marketing Officer at Voxco Survey Software
Jonathan Levitt has over 25 years of experience in helping a diverse list of brands understand their audience and leverage technology and data to build better product and customer experiences. He is a Marketing visionary, sought after speaker, and a prolific writer, with a unique slant on branding, customer experience, and digital marketing. He has worked with brands of all sizes including leading global players such as Walmart, Target, Williams-Sonoma, MasterCard, Dell, The New York Times, Ford, and Google and has been featured in Forbes, Fortune, eMarketing & Commerce, Chief Marketer, and more.
Andrew McFarland – Chief Customer Officer at Black Box
Andrew is known for rapidly transforming business practices to decrease costs and optimize performance, developing innovative business strategies and client-focused solutions in fast-paced environments to drive growth and improve margins. He is the Chief Customer Officer at Black Box, a global solutions integrator and a proven leader who develops employees, drives the vision, and consistently exceeds goals. His expertise lies in Business Transformation, Customer Success, Organizational Change, and People Leadership.
Debbie Akwara – CX-Preneur, CX Author, CX Conference Speaker
Debbie Akwara is a CX entrepreneur that designs products, services, and solutions that helps businesses attract, satisfy, and retain customers while improving the customer experience management (CXM) capabilities of teams. She has over 20 years of experience in delivering CX success for local, pan African, and international organizations. She is a CX Consultant, Author, and Speaker. She is the Founder and Principal Consultant at Niche Customer Experience Consulting Firm (Nigeria’s 1st boutique CX consulting firm) through which she is on a mission to grow businesses across West Africa, one CX at a time. She is also the Founder of H.E.E.L.P. Foundation.
Bob Azman – Consultant, CX Officer, Educator, Keynote Speaker, Board Member
Bob Azman is a Global Operations Executive with over 25 years of experience in Customer Experience and an exemplary record of providing customer-driven solutions to companies in high growth or rapidly changing business environments. He is the Founder & Chief Executive Officer of Innovative CX Solutions, a customer experience consulting firm specializing in CX Strategy and Execution, Sales and Service Experience Design and Talent Development, an adjunct professor in supply chain and operations at the University of Minnesota, and a senior lecturer in customer experience at the Rutgers School of Business.
Nick Macfarlane – CX Speaker, Thought Leader, Head of Customer Experience at Sky
Nick has been with the Sky for almost ten years and currently heads Sky Spain’s Customer Experience function using advanced conversational analytics with a goal of understanding Spanish customers and ensuring the delivery of a brilliant end to end experience. He believes in humanizing Customer Experience and focuses on delivering business value with it. According to him encouraging customer conversation across the organization can help uncover key insights. He is a thought leader, speaker, and has been the UK Customer Experience Awards Judge.
Megan Germann – CCXP, Author, Voice of the Customer Advocate
Megan has extensive experience in conducting primary and secondary research, analyzing data, and bringing key insights to life through storytelling. She is a customer-focused leader and influencer leading cross-functional teams to drive actionable business to improve customer experience and increase revenue. She is the Sr. Lead CX Analytics and Insights Manager at CenturyLink. She is also the Founder & President of Megan Germann Insights & Consulting, helping organizations uncover insights, creating a roadmap for success.
Emilia D’Anzica – Customer Success Evangelist, Author, Speaker, Customer Success Influencer
Emilia is a Customer Success Evangelist with expertise in structuring and scaling post-sales customer experiences. She is a Speaker, Author, and Customer Success Influencer. She was named one of the 2018 ‘7 Influential Women in Customer Success’ by Gainsight, one of the top 2018, 2017, and 2016 CS influencers & strategists by Mindtouch and received a Stevies Award for Customer Service in 2016. She is a former Chief Customer Officer of Copper and a former Board advisor at GetCatalyst.io and Crowdvocate.com. Emilia now spends her time consulting for companies seeking to scale their customer success organizations.
Ali Malik – CCXP, CX/EX/VOC/MS Specialist, Brands Strategist & Enabler, Author, Activist
Ali Malik is a certified CX Professional (CCXP) and specialist in CX, Brands & Market Research, designing Metrics & Measurements, Mystery Shopping & Voice of Customer & Employees Programs. He is a Strategic Brand Management & CX-Expert who helps companies to create Customer-Centric cultures and enable their Employees and Customer Experiences. He is a man on a mission to create CX awareness in South Asia and the Middle East region particularly in Asia & Beyond, for the last 10 years. Since then, he has helped dozens of companies in conducting meaningful business insights, designing and engineering CX, optimizing Customer Service Excellence, Voice of Customers, NPS, Analytics, CX Strategy & Frameworks.
Becky (Lisson) Roemen – Manager of CX Solutions and Consulting at Avtex Solutions, LLC
Recognized as a Top 50 CX Industry Thought Leader by ICMI, Becky Roemen is an experienced CX Transformation Strategist with demonstrated success and thought leadership. Her expertise in both technology and marketing gives way to refined capabilities in developing and implementing a transformational customer experience strategy that provides value and drives customer loyalty. She is a trusted industry voice for guidance on emerging contact center channels and technologies. Currently, she is the Manager of CX and Consulting at Avtex Solutions and Advisory Board Member at CX Accelerator.
Joey Coleman – Professional Speaker and Writer on All Things Customer Experience
When companies like Whirlpool, Zappos, Volkswagen Australia, Principal Financial, and Deloitte want to boost their customers’ experience, they call on renowned customer experience thought leader Joey Coleman. A keynote speaker, workshop leader, and consultant, Joey helps businesses design creative ways to engage customers – especially in the crucial First 100 Days® of the customer lifecycle. His book ‘Never Lose a Customer Again’ is a #2 Wall Street Journal bestseller. For almost 20 years Joey has worked with businesses around the world to help them shape their customer interactions, creating raving fans and zealous advocates in the process.
Michael Pace – Customer Service Thought Leader, Director of Global Member Services at Virgin Pulse
Striving to build amazing experiences resulting in worldwide leading CX scoring, Net Promoter Scores, Customer Satisfaction, and company profitability, Michael Pace is a Customer Service Executive with a proven record of creating and motivating high performing teams to exceed both personal and organizational objectives. He is the Director of Global Member Services at Virgin Pulse, Principal at The Pace of Service, and President at NECCF. He has worked across multiple industries and also has been listed as one of the most influential customer service leaders by the Huffington Post.
Luke Jamieson – Head of CX/EX at Customer Driven, and Founder and CEO of Playfulli
Named as one of the Top 25 CX Influencers of 2019 by Panviva, Luke Jamieson is the Founder & CEO of Playfulli and an expert in helping organizations use play to define the purpose, increase employee experience to support diversity, foster positive cultures and deliver on sustainable progress. He has been named as the Top 50 Thought leaders for Design Thinking and the Future of Work by Thinkers360 and Top 20 Gamification Gurus by Rise Global. He is also the Co-Host of the podcast, ‘The Games We Play’, which explores how we gamify our everyday lives.
Arie Goldshlager – Customer Strategy, Customer Analytics, Innovation Consultant
CX Thought Leader and Influencer, Arie Goldshlager has over 25 years of experience in Customer Strategy, Customer Lifecycle Management, Customer Insight, CX Analytics, and Innovation. Previously, he has worked in senior roles at KPMG, SunTrust Bank, Ernst & Young, and Agency.com, and currently, he is an independent consultant. In 2011, he founded The Fine Balance Consulting Group with an approach to build customer strategy and customer analytics solutions to strike a balance between the company, customer, and frontline employee perspectives.
Bill Quiseng – Customer Service Expert, Keynote Speaker, Customer Service Blogger
A writer in customer service for front-line associates and leadership for managers, Bill Quiseng has over thirty years of luxury resort/club management experience. Currently, he is the General Manager of Marriott Vacation Club Pulse San Diego. He is also a Customer Service Blogger and Keynote Speaker. He continues to give customer service presentations in front of Chambers of Commerce, private companies, financial institutions, high schools, community colleges, universities, and associations.
Bob Thompson – Founder of CustomerThink, Author
Author of Hooked on Customers, Bob Thompson has 20 years of experience in customer-facing roles, in sales, technical support, consulting and executive positions, and another 15 years of experience in customer management consulting research, and online community development. In 1998, he founded CustomerThink, a community for business leaders seeking to develop and execute customer-centric business strategies. He aims to harness the collective intelligence of customer-centric thought leaders, using the collaborative platform to help business leaders understand how to create mutually beneficial customer relationships.
Bruce Temkin – Experience Management (#XM) Visionary, Keynote Speaker, Co-Founder of CXPA.org
Co-Founder of the Customer Experience Professionals Association, Bruce Temkin is a Customer Experience visionary, International Keynote Speaker, and Advisor. He helps organizations dramatically improve business results by engaging the hearts and minds of their employees, customers, and partners. He is the head of the Experience Management (XM) Institute at Qualtrics and also the Co-Founder, Architect, and Chairman Emeritus of the Customer Experience Professionals Association (CXPA).
Dan Gingiss – Keynote Speaker, Trainer, CX Coach, Content Creator, Marketing Consultant, Author
A Customer Experience Officer of The Experience Maker, Fan Gingiss is a Keynote Speaker, CX Coach, and Author with a passion for social media and marketing. He believes that remarkable customer experience is your best sales and marketing strategy and teaches audiences and businesses on how to make the brand lovers louder than the haters by creating experiences such that they can’t wait to share with their friends and followers.
Flavio Martins – Sr. Product Manager at DigiCert
A global leader with a diversified background in Customer Support, Customer Experience, Technical Support, and driving revenue from Customer Success Operations, Flavio Martins is a technology-focused product manager with 15+ years of customer service leadership experience. He is currently working at DigiCert as Sr. Product Manager and oversees conceptualization, design, and delivery of key tasks for the development of our customer service platforms that improve customer service experience in our contact center.
Jeannie Walters – CX Speaker, Consultant, Workshop Leader, Writer, Educator
With 20 years of experience, Jeannie Walters has been assisting all types of companies, including Fortune 500 to achieve Customer Experience success. She is a founding member of CXPA, a member of Forbes Coaches Council, TEDx Speaker, certified CX Advisor, and Co-Host of the ‘Crack The Customer Code’ Podcast. She is the CEO and Chief Customer Experience Investigator at Experience Investigators, specializing in qualitative, human evaluations of the real customer experience through a process called Customer Experience Investigation (CXI®).
Kate Nasser – Speaker, Trainer, Coach, Consultant, Author
The People Skills Coach™ and the author of Leading Morale, Kate Nasser has 20 years of experience in the industry and she continues to inspire leaders and teams to develop their skills. She delivers keynotes, coaching, workshops (in-person and online), and consulting for superior customer service, teamwork, employee engagement, and leading change to Fortune 500 companies, government, and mid-size organizations like Thomson Reuters, Honeywell, Pfizer, Goldman Sachs, etc.
Marilyn Suttle – Success Strategy Coach, Engagement Speaker, Virtual Trainer, Retreat Facilitator
An internationally recognized customer service expert, Certified Virtual Speaker, and bestselling author, Marilyn works with leaders who want caring, engaged, and resilient teams who create strong customer relationships that last. Her inspirational (and fun) programs teach audiences how to make Suttle Shifts for breakthrough success at work and in life using service excellence practices and mindset management. She endears customers to organizations, consumers to brands, and leaders to their highest vision of success.
Naeem Arif – The CustomerFirst Enabler, 6x Bestselling Author, CCXP
Naeem Arif is a multi-award winning Entrepreneur and Management Consultant known to people as the Customer First Enabler. He has over 25 years of experience with expertise in Business Transformation, Customer Experience, and Retail/Hospitality. Member of the Forbes Business Council, 2020, chair of the Midlands Retail and Hospitality Forum, committee member of the Chamber of Commerce (Sutton Coldfield), and trustee Ecogen Foundation, Naeem is now running his own consultancy firm, NA Consulting Ltd. He was also ranked as the 4th Most influential CX professional in Europe.
Tiffani Bova – Growth and Transformation Advisor, Storyteller, Bestselling Author
Tiffany Bova has helped the companies around the world to transform the way they engage with customers, grow their business, and create amazing customer experiences. She has been named as the Thinkers50 2019 Global Ranking of Management Thinkers, one of the “Most Powerful and Influential Women in California” by the National Diversity Council, and has been listed in the Top 50 Sales and Marketing Influencers. She is currently working as the Growth and Innovation Evangelist at Salesforce. She is the author of the bestselling book ‘Growth IQ; which was named a Wall Street Journal Bestseller, contributed to HBR, Forbes, Bloomberg, The WSJ, Economist, and more and the host of the “What’s Next!” Podcast.
Rajeev Karkhanis – CCXP, CX Management, Human-centered Service Design, Service Management
Rajeev Karkhanis has over 30 years of experience in delivering business growth and direction on overall operations and revenue goal performance. He is a certified CCXP with expertise in Customer Experience and Service Design. He is a Founder & Chief Consultant of a training & consulting firm XperienceByDesign Consulting Services, focused on transforming Customer Experience and Non-Executive Director at Canomiks.
Jenny Dempsey – CX Manager at NumberBarn.com and Co-Founder at CustomerServiceLife.com
Jenny Dempsey has over 15 years of experience in Customer Experience. She is the Customer Experience Manager at NumberBarn.com and the Head of Customer Experience at FruitStand.com. Also, she is the Co-Founder of CustomerServiceLife.com and CX & CS Consultant and Self-Care Coach at JennyDempsey.com
Barry Dalton – CIO, COO, and Digital Business, Customer Experience Strategy, and Technology Leader
Barry Dalton is a CX Strategy and CX Technology Leader accomplished in designing and implementing strategy and technology architecture across marketing, sales & service with a particular industry focus on consumer products, pharmaceuticals, retail, and technology. He is a VP of Digital and Analytics Transformation at Genpact, and is responsible for top-line growth, delivery oversight, IP, and thought leadership for Genpact’s digital capabilities & consulting services.
Chip Bell – Author, Keynote Speaker, Consultant
Chip Bell is a world-renowned Keynote Speaker and Consultant on innovative service, customer partnership, customer loyalty, service leadership, and customer relationship management. He is also a prolific author and has written 23 books, 9 of which have been a national or international best-seller. Also, he has written over 700 articles and blogs, has appeared live on CNN, CNBC, Fox Business, Bloomberg TV, ABC, and his work has been featured in Fortune, Businessweek, Forbes, Wall Street Journal, Fast Company, Inc. Magazine, CEO Magazine, and Entrepreneur.