23 customer experience thought leaders to follow on Twitter
Customer experience is all the rage right now if your organization is not working to delight your customers, you will fall behind. According to a Watermark study on customer experience, “companies that prioritize customer experience outperform customer experience laggards in stock returns by an average of nearly 80%.”
With the rise of social media, it’s easier than ever to learn from the experts and founders of the customer experience revolution. It’s important to follow CX professionals on Twitter because they share and curate the latest and greatest information. There are thousands of CX blogs and websites, and they can help cut through the noise. You can also have relevant conversations and build relationships with them all online. Here are 23 customer experience influencers you should be following on Twitter.
Adam Toporek - Toporek is a customer experience expert, keynote speaker, consultant, and customer service trainer. He’s also the author of Be Your Customer's Hero, the founder of the Customers That Stick blog, and the co-host of the Crack the Customer Code podcast
Follow Adam for great CX tips and visuals that you can retweet.
Adrian Swinscoe - Swinscoe is a best-selling author of How to Wow, a Forbes contributor, blogger, and conference speaker. He helps companies grow profits and sales, attain higher productivity and increased word of mouth, and overall increase customer and employee experience.
Follow Adrian for the best-curated content on the employee and customer experience.
Annette Franz - Franz is the CEO at CX journey Inc. and an official Member of the Forbes Coaching Council. She specializes in laying the groundwork required to establish a CX roadmap and strategy that will drive culture transformation efforts.
Follow Annette a good roundup of CX content, and for her weekly #CXChat twitter chat.
Augie Ray - Ray is the Senior Research Analyst & Executive Advisor at Gartner. He’s lead a customer experience action team at American Express, the social business team at USAA, and an experiential marketing agency.
Follow Augie for personal commentary on how CX relates to today’s news.
Bruce Temkin - Temkin is the managing partner at the CX Institute and Temkin Group (recently acquired by Qualtrics). He’s the Co-Founder of the Customer Experience Professionals Association (CXPA), regularly blogs about customer experience, and has been called “The Godfather of Customer Experience.”
Follow Bruce for original insights on customer experience courtesy of his company "the Temkin Group."
Clare Muscutt - Muscutt is the founder of CXMperience which delivers an end to end approach to customer-led transformation. She’s worked for some of the UK’s best-known brands and is an international keynote speaker.
Follow Clare for all things retail CX.
Colin Shaw - Shaw is the CEO of Beyond Philosophy and hosts “The Intuitive Customer” podcast. He has been recognized by LinkedIn as one of the world's Top 150 Business Influencers and "Brand Quarterly" voted Colin one of the 'Top 50 Marketing Thought Leaders Over 50' for the last two years in a row.
Colin is an excellent blogger and guest blogger and posts all his content on in one place —Twitter.
Dave Fish - Fish is the Founder of CuriosityCX and an Adjunct Professor at the University of Arkansas. He has more than 20 years of management experience, and helps companies understand why their customers do what they do.
Follow Dave for unique insights into CX.
Ian Golding - Golding is a Certified Customer Experience Professional, speaker & blogger, based in the United Kingdom. He’s the author of Customer What? The honest and practical guide to customer experience
Follow Ian if you’re thinking about getting your CCXP or CXPA, as he provides a lot of information about the certifications.
James Dodkins - Dodkins is the founder of Rockstar CX and Best Selling Author. He’s worked with brands such as Disney, Mercedes, Nike, Microsoft, Lego and many more.
Follow James for his informative video teachings which he posts multiple times a week.
Jeanne Bliss - Bliss is a Certified Customer Experience Professional who has led customer experience initiatives for five major US corporations. She currently coaches business leaders and has written four books including Would You Do That To Your Mother?, I Love You More Than My Dog, Chief Customer Officer, and Chief Customer Officer 2.0.
Follow Jeanne because she’s for free CX resources to download.
Jeannie Walters - Walters is the CEO and Chief Customer Experience Investigator of 360Connext. She has more than 20 years of CX knowledge and is a TEDx speaker.
Follow Jeannie for curated information and podcasts about the latest in CX.
Jim Tincher - Tincher is the Founder and Journey Mapper-In-Chief at Heart of the Customer, which creates emotion-centric customer journey maps. He's led customer engagement initiatives at Best Buy, Gallup and UnitedHealth Group.
Jim doesn’t tweet very often, but when he does, the content is well-thought-out and informative.
Kerry Bodine - Bodine is a speaker and founder of Kerry Bodine & Co. She’s the author of Outside In: The Power of Putting Customers at the Center of Your Business and has written for Harvard Business Review, The Wall Street Journal, Fast Company, Forbes, and USA Today.
Follow Kerry because she attends a lot of conferences and posts interesting stats when she’s there.
Leonie Brown - Brown is a Customer Experience Strategist at Qualtrics. She works with major global brands and local organizations to deliver great experience solutions, offer thought leadership, and drive customer engagement.
Follow Leonie for updates to the latest Qualtrics CX research.
Luke Williams - Williams is a Principal of CX Strategy & Thought Leadership at Qualtrics and co-author of NYTimes Best-Selling Book The Wallet Allocation Rule: Winning the Battle for Share. He’s also written over a dozen academic and trade publications including a Harvard Business School Case Study.
Follow Luke for original research from Qualtrics featured in world-class publications.
Marsha Collier - Collier is the author of the Ultimate Online Customer Service Guide and has written more than 40 books in the "for Dummies" series on best practices for eBay, Twitter, Facebook and Social Media. She hosts a computer and technology radio show and is a speaker on network television.
Follow Marsha to learn the latest about CX and technology.
Maxie Schmidt - Schmidt is a Principal Analyst at Forrester and leads their research on customer experience measurement and customer feedback programs. She regularly posts thought-leadership articles on LinkedIn and has a lot of published content.
Follow Maxie for her updates of relevant Forrester research.
Megan Burns - Burns is the Founder of Experience Enterprises and advises on employee and customer experience. She is an expert in customer and employee experience, culture, influence, and human behavior, and is a keynote speaker and writer.
Follow Megan for insightful quotes and good articles.
Michael Redbord - Redbord is the General Manager of Services Hub at HubSpot where he helps companies shape their marketing plans and online strategies. He’s also managed HubSpot’s industry-leading support team.
Follow Michael if you like audio and video. He’s constantly posting helpful videos and podcast interviews.
Rob Markey - Markey is the founder of Bain & Company's global Customer Strategy & Marketing practice. He Co-authored The Ultimate Question 2.0 with Fred Reichheld, has an MBA from Harvard Business School, and hosts a podcast.
Ron Kaufman - Kaufman is a global service consultant, speaker, and educator who specializes in building uplifting service cultures with leaders. He’s the author of Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet.
Follow Ron for inspirational quotes that inspire you to look towards the customer.
Shep Hyken - Hyken is a Customer Service and experience consultant, keynote speaker and author of The Amazement Revolution, The Cult of the Customer, The Loyal Customer, Moments of Magic and Amaze Every Customer Every Time. He's worked with hundreds of companies on their customer service and loyalty initiatives including American Airlines, American Express, and AT&T.
Follow Shep for his weekly roundup of “Shep’s Top 5 Articles,” a curation of the best CX resources each week.
Want to follow the whole group at once? Check out our CX Thought Leaders twitter list. Know someone we should add? Let us know by tweeting @Qualtrics.
Original Research: ROI of customer experience 2020