Table of contentsKey takeawaysCollaboration platforms are essential to the new way of workingEmployees prefer engati over emailEmployees play a growing part in software purchasing decisionsThe future of work is collaborativeMethodology
97% businesses AIM to be customer-centric!
97% businesses FAIL to be customer-centric!
It is DIFFICULT! Very difficult!
But some of us have cracked the code. Some of us have found a way to customer’s heart.
They have understood customer behaviours like no other!
They have understood customer expectations like no other!
They have understood customer mind like no other!
Alas, CX leaders like no other!
Ladies and gentlemen, presenting to you, top CX leaders that you MUST FOLLOW in 2022
Jay Baer, CSP, CPAE has spent 25 years in digital marketing and customer experience, consulting for more than 700 companies during that period, including 34 of the FORTUNE 500. His current firm – Convince &Convert – provides word of mouth, digital marketing, and customer experience advice and counsel to some of the world’s most important brands. His new book, Talk Triggers, is the complete guide to creating customers using strategic, operational differentiators that compel word of mouth. Talk Triggers is the instruction manual for making businesses grow with customer conversation. Jay’s Convince & Convert blog was named the world’s #1 content marketing blog by the Content Marketing Institute and is visited by more than 250,000 marketers each month. Jay also hosts and produces the Social Pros podcast, which is downloaded 65,000 times monthly and was named 2015’s best marketing podcast by the Content Marketing Awards.
Dennis is currently one of the leading voices around the world on the topics of Customer Experience and Digital Marketing.In 2021 he was a keynote speaker at the World Marketing Summit in Turkey, appearing as the only USA delegate speaking at the West African CX summit, speaker at the LATAM CX conference, workshop leader at CCW (the USA’s largest CX event) and the Host and MC of CXS (Canada’s largest CX event)As Chief Collaboration Officer for Team WakabayasHI, he consults with and advises businesses, regularly working with start-ups and Fortune 500 brands around the world to define CX strategies and lead tactical implementation.Additionally, as an industry influencer and author, he was recently named one of the top 50 (CX) experts of the decade and the 100 eminent global influencers award for his work in the global marketing markets. He ranks among the top 150 CX influencers globally on social media.In the evenings Dennis is a Digital Marketing instructor at the University of Wisconsin-Madson which is ranked 47th in the nation.
Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. During his 12 years with Forrester Research, Bruce led the company’s B2B, financial services, and customer experience practices. As a Vice President & Principal Analyst, he was the most-read analyst for 13 consecutive quarters and was one of the most highly demanded consultants and speakers in the industry. Bruce authored many of Forrester’s most popular research reports. He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops.
Bill is an award-winning speaker, blogger, and writer in the areas of customer service for front-line associates and leadership for managers. He has over thirty years of luxury resort/club management experience. Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor‐A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Bill’s personal achievements include receiving the Renaissance Hotels General Manager of the Year, Marriott International Leadership Excellence and Sales Excellence Awards, Petoskey Chamber of Commerce Mission Award, and the American Hotel & Motel Association Pearson Award for Excellence in Lodging Journalism.
Kristi is an award-winning Customer Success Executive with experience in building, scaling and transforming Customer Success organizations at hyper-growth B2B SaaS companies. Over the past decade, she helped many companies redefine Customer Success resulting in increased retention, long-term revenue growth, and customer advocacy. She has led Customer Success and Experience teams at companies like BrightEdge, Sisense, BetterCloud, and IntelliShift and has supported customers of all sizes. Currently, she is the VP of Customer Success at ClientSuccess, a leading Customer Success Management solution, where she leads Customer Success, Technical Support and Consulting.
Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Samsung Card, LG Capital, and many more.
Aimee Lucas, CCXPAimee Lucas is an experienced management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee has over 20 years of experience in improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training.
Myra Golden is the founder of Myra Golden Seminars, LLC. She is a long-time speaker and training partner to many Fortune 500 companies across the nation. She creates fun and engaging classes to teach her clients to give their customers the best possible experience. Myra’s engaging approach to customer service training is loved by her clients. Many of her clients rave about her workshops. Her impressive resume includes many of the world’s biggest companies, like McDonald’s, Coca-Cola, Frito-Lay, Walmart, Verizon Business, and many more…Before the start of Myra Golden Seminars—which came to be in 1999—Myra worked at Thrifty Car Rental as the Global Head of Consumer Affairs.
You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Hilary is a New York City-based freelance journalist. She writes (mostly) about fashion, culture, retail, and technology for publications including Vox, Glamour, CNN, Racked, Refinery29, Fashionista, i-D, Vice News, Curbed, and TheAtlantic.com. She is also a regular contributor to Footwear News covering the retail industry. You can find those stories here. Prior to going freelance, Hilary worked for Stylecaster, Lucky magazine (RIP), Styleite (ditto), and Harper’s Bazaar. She graduated from New York University and Columbia Journalism School, and she is originally from Toronto, Canada. If Hilary continues to write about customer service, we’ll continue to read.
Leslie has delivered writing courses for support center staff, customer service agents, and social media managers, helping thousands of professionals hone their customer-focused writing skills. She helps support organizations train agents to write well in all service channels, measure the quality of their writing, and revise and maintain their entire library of canned answers. Leslie is the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.
Marsha Collier is an author, radio personality, podcast host, and educator specializing in technology, Internet marketing, and E-commerce. Before her online career began, Collier owned and operated her own marketing and advertising firm, The Collier Company, and won numerous awards including “Small Businessperson of the Year” accolades from several organizations. In 2003, her book Starting an eBay Business For Dummies appeared on the BusinessWeek list of best-selling paperback business books. In December 2011, her book Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More ranked #4 among “What Corporate America Is Reading.”
Ian Moyse has been a leader in the Cloud Industry. With an experience of over 12 years, he has sat on the Boards for Eurocloud, FAST, and the Cloud Industry Forum. An experienced keynote speaker on cloud and social selling, he has also been a judge on the UK Cloud awards. Ian has been recognized as the #1 Global SaaS influencer by Klout, and the #1 cloud social influencer from 2015 to 2017 by Onalytica. Ian has been recognized as a leading cloud Blogger and was listed in the EMEA top 50 influencers in Data Centres, Cloud & Data 2017. Additionally, he is a writer for Cloudtech and has been published by the National Computing Centre. Ian was awarded UK Sales Director of the year by the Institute of Sales Management (ISM) and is widely known as a leading Social Seller sitting as a non-exec on Digital Leadership Associates amongst others
Kate Bradley Chernis
Kate Bradley Chernis is the Founder & CEO of Lately, which uses AI to automatically transform long-form content like blogs, podcasts, and videos into dozens of "smart" social posts it learns will yield the highest engagement from your audience. Kate served 20 million listeners as Music Director and on-air host at Sirius/XM. She’s also an award-winning radio producer, engineer, and voice talent with 25 years of national broadcast communications, brand-building, sales, and marketing expertise.
Rashim Mogha is an influencer, a thought leader, a best-selling author, a speaker, a woman in tech evangelist, and a technology leader. She empowers professionals by articulating complex technology capabilities into crisp, clear, and attainable business benefits. Her extensive career portfolio includes leadership roles in companies such as Oracle, Amazon Web Services (AWS), and VMware where she built high-performing teams to support over $2 billion businesses. Recognized as Top 100 Keynote Speakers, Rashim has been a keynote speaker at global conferences and organizations, such as Women who Code, China-US Innovation Summit, John Hopkins University, Women in Tech, Girl Geek X, Oracle, LinkedIn, Pandora Music, NextPlay, Women Transforming Technologies (WT2), Together Women Achieve (empowered by Dell), Women Impact Tech, Cleverbridge, VF Corporation (Timberland, The North Face and others), and Women of Silicon Valley.
Nate is the Co-founder of CX Accelerator and CEO of Officium Labs. Nate loves all things customers. His sweet spot is helping employees to understand the customer journey and how they play a role in improving it. He is well versed in a variety of CX disciplines, including journey mapping, survey process and analysis, the voice of the customer programs, employee engagement, and many more.
James Dodkins is one of the world's top CX Influencers and Content Creators. From his experience in being in a heavy metal band, he now delivers energizing, empowering, inspiring keynotes to clients from around the world to help them in their transformation towards being a Customer Experience Rockstar. His passion is helping companies deliver mind-blowingly awesome customer experiences and transforming customers into superfans. He’s worked with global brands such as Disney, Mercedes, Nike, and more. He’s also the host of the weekly news show, “This Week in CX,” and has been referred to as a CX Luminary.
Mandisa Makubalo is a well-seasoned, highly professional business leader, and the founder of Unlimited Experiences SA, a consultancy with a focus on optimizing Customer Experience Management through change management and business continuity planning. With over 15 years of experience in customer environments in industries ranging from petrochemical, all the way to telecom and retail, she has taken these industries to new heights. She’s passionate about Strategy Design with a focus on solving business challenges and is a Member of the Cape Town CXPA network and a judge for the 2020 CX awards.
Ivy Ikpeme-Mbakwem is the Chief Experience Officer of Africa Prudential Plc. She is a CX Thought Leader, Growth Coach, and Author. Her passion for CX fuels her to drive customer-centricity amongst organizations to drive growth. By leveraging disruptive technology, and applying human-centered design practices, she aims to create products that empower teams to deliver ‘The Experience.” As a certified DISC Behavioural Analysis Trainer and a member of the John Maxwell Team, she lives to coach and mentor teams to bring about a transformation in their personal lives and to liberate minds.
Prof. Dr. Phil Klaus
Prof. Dr. Phil Klaus is widely considered one of the leading global Customer Experience Strategists.
He is the Chairman of the PK Customer Experience Institute founder of Prof Dr. Phil Klaus & Associates Consulting, Professor of Customer Experience Strategy and Management at the International University of Monaco, bestselling author of “Measuring Customer Experience”. His award-winning research has appeared in numerous books and a wide range of top-tier academic and managerial journals. He is an experienced manager and management consultant with an active, international portfolio of Blue-Chip clients for whom he advises on customer experience strategy, profit enhancement, 'next practice,' and business development.
First to make our list of CX influencers is Jason Bradshaw. When he was just 14 years old, Jason started a telecommunications and hardware distribution business, which was the catalyst that launched a lifelong passion for customer experience. Jason has worked with organizations like Telstra, Fairfax Media Limited, Target Australia, and the New South Wales Government to transform employee and customer experiences. His book, It’s All About CEX! The Essential Guide to Customer & Employee Experience is an Amazon best-seller in five categories and two countries. Jason currently serves as the Chief Customer & Marketing Officer at Volkswagen Group – Australia. Jason makes our list because of his unwavering commitment to improving the lives of customers and employees. For years, he has been in the trenches with leading organizations delivering transformative CX and EX results.
When the pandemic caused everything to go virtual practically overnight, where did we all turn to collaborate? Zoom. That’s why we’re adding Marquesa Pettway, Zoom Queen to our roster of CX influencers. Former CNN Associate Producer turned Business Reinvention Strategist and Professional Speaker, Marquesa Pettway helps experts and organizations leverage Zoom to build engaging virtual experiences. Marquesa makes our list because virtual events and experiences are a key part of the overall customer experience in today’s marketplace. Her focus on leveraging Zoom to drive impact, influence, and income is one we can definitely get behind.
Next up on our list is Scott McKain. Globally recognized for helping organizations and professionals create distinction to attract and retain customers, and stand out in a hyper-competitive marketplace, Scott is an author, keynote speaker, founder, consultant, and coach who is passionate about CX.
Scott makes our list because he’s been in the game for over three decades and has worked with leading organizations like Apple, SAP, BMW, Merril Lynch, Dow, Cisco, and more. And the cherry on top? Two of his recent books have been named the year’s 10 best business books.
You may recognize the next CX influencer on our list by his staple yellow tux. Jesse Cole is the founder of Fans First Entertainment, owner of the Savannah Bananas, and author of the book Find Your Yellow Tux – How to be Successful by Standing Out.
Jesse makes our list because he truly puts the fan experience above all. His teams have welcomed more than one million fans to their ballparks and have been featured on MSNBC, CNN, and ESPN. The Savannah Bananas have sold out every game for two straight seasons and currently have a waiting list in the thousands. Jesse is passionate about creating attention, loving your customers more than your product, and loving your employees more than your customers.
Alongside running successful national flooring firm United Carpets Group, CCXP Naeem Arif has founded his own consultancy firm, NA Consulting Ltd, and has penned a whopping six books, including the hugely influential Customer First. Birmingham-based Naeem has an unrivaled knack for business leadership and a dedication to customer-centricity that is making waves in the UK.
With over 20 years of experience working across multiple business sectors, including education and sports institutions, James Perryman helps businesses improve employee engagement, culture, and CX. Founder of Momentus Limited, he is also the co-founder at MyPeopleClub, an online community and learning platform for people working in HR, coaching and training. He was named UK’s #1 CX Influencer by Customer Experience Magazine. Known as the customer experience rockstar, Perryman also hosts the Amazon Prime show This Week in the CX.
Steven Van Belleghem
His first book, The Conversation Manager, won the most innovative book of 2010, and his other book, When Digital Becomes Human, received the award of Best Marketing Book of 2015 with over 150.000 copies sold. Steven Van Belleghem has over 1.000 keynote speeches in more than 40 countries under his belt. An entrepreneur, he is the co-founder of Nexxworks and the co-founder of Snackbytes. He spent the first 12 years of his career as a consultant and managing partner of the market research company InSites Consulting. Belleghem is also a part-time marketing professor at Vlerick Business School and a guest speaker at London Business School.
Jill Raff, the Founder of the Jill Raff Group, is a highly sought-after Customer Experience Strategist who’s dedicated to co-creating solutions for urgent challenges. She provides strategies that guide business owners and executive managers to educate, engage, and entrust employees to create a world-class company culture that delivers extraordinary customer experience. Her proprietary Inside-Out Framework™ converts staff into family thereby increasing engagement and reducing employee turnover. She’s also the host of the Celebrity Customer Experience™ LiveShow.
28. Ian Golding
Ian Golding is a blogger, professional speaker, and experienced CX trainer. He is noted as one of the first CX leaders used as a resource and trainer that is authorized in the process of CCXP accreditation. His book, Customer What?: The honest and practical guide to customer experience, is a smart, funny, and insightful look into the professional world of CX and a must-read on your way to the CCXP exam.
Greg brings 20 years of work experience that highlights his stellar leadership skills. He is all about managing relationships, creating and sustaining strategic partnerships and revenue growth. His social media following is significant, especially on Twitter, and his posts are often trending.
With his insights on CX and experience management, Steve Walker shows organizations how to improve business results by developing a customer-focused culture, defending their market position, and allocating resources intelligently. The WALKER CEO’s popular podcast, The CX Leader, covers trending topics like the personalized experience, CX in healthcare, and the ROI of CX.
Did we miss someone?
We could have missed some CX Leaders that deserve to be on this list. That’s where you come into the picture.
Let us know who you think should be included in our list and we’ll get in touch with them and make the magic happen!
Take a look at the Top 222 influencers to follow in year 2022!