If your time constrains you to following a limited number of customer experience analysts, this listicle is for you. The 18 mentioned here are worth your attention. Whether their focus is self-service, web chat, virtual agents, mobile, or contact center technologies these thinkers publish research worth reading. They are experts in their areas of the customer experience ecosystem and advise enterprises on the latest technologies and customer trends in the digital world.
Aphrodite covers contact center markets and technologies, and voice and video businesses. She focuses on analyzing trends, strategies, and practices for topics such as multichannel analytics, workforce optimization technologies and CRM in the contact center. She has also written on chat, speech technologies, and social media for customer service.
Keith is part of Ovum’s customer interaction team, where he covers contact center technologies, including infrastructure, software, and services. His particular interest in recent years has been the customer experience: How to measure it, and how companies can use the contact center to manage that experience to their advantage.
Paul is President of The 56 Group, focused on CRM and Social CRM strategic services. He’s is considered a thought leader in CRM, having been published in numerous industry and business publications over the years. He was elected to CRM magazine’s CRM Hall of Fame in 2010 – the first non-vendor related thought leader in its history. He is known particularly for his work on using social media, such as blogs, podcasts and wikis and social networks in CRM as tools for customer collaboration.
Mike's research focuses on software technology, platforms, and practices that enable technology professionals to deliver prescient customer experiences and breakthrough operational efficiency. His key technology and platform coverage areas are big data strategy, Hadoop, advanced analytics, machine learning, data science practices, predictive apps design, and emerging technologies that make software faster and smarter. His most recent report on artificial intelligence for business is a must read.
Gareth is Gartner’s lead analyst on the use of analysis to drive improved business performance via customer relationships. He covers a wide variety of analysis types—including predictive analysis, social analytics, and text and speech analytics—to identify the most appropriate technique for different business situations.
Olive is part of Gartner's CRM software research team. She focuses on customer services and support, contact centers, CRM vendors and service providers, and CRM strategy and best practices in the Asia/Pacific region. She writes on the organizational aspects of customer experience transformation.
Ian centers his research on application development and delivery. He has expertise in CRM and call centers, with a focus on customer experience and agent experience. Ian is an award-winning columnist, is regularly quoted in major global publications, and is a frequent speaker at industry conferences. Ian is researching chat, agent productivity tools, and the new type of human agents needed to deliver customer experience.
Nancy has more than 30 years of experience spanning product marketing and management, market analysis and strategic consulting. She focuses on contact center and speech technologies and has expertise in supply and demand-side quantitative market research and analysis; product management, marketing, pricing and competitive analysis; and new market expansion strategies and partner development programs for vendors.
Esteban is principal and founder of ThinkJar, an advisory and research think-tank focused on Customer Strategies. He has over 25 years of experience in customer service and CRM consulting, research, and advisory services. Most recently he spent eight years at Gartner, focused on Customer Service and CRM research. While there he coined the terms for EFM (enterprise feedback management) and CIH (customer interaction hub).
Read the highlights from Esteban’s recent survey: “The State of Online Self Service ”
Kate serves application development and delivery professionals. She’s is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. Kate is an expert on chat and the next generation that she calls “proactive chat.”
Read Kate’s report: “The Six Key Elements Of Proactive Chat”
Michael’s research focuses on customer strategies and technologies, with an emphasis on CRM and customer service, collaborative customer strategies, social media strategies, and cloud-based CRM applications and analytics. He is Gartner’s research leader for the customer service and support strategies area, concentrating on social software, software as a service (SaaS), CRM contracts and budget strategies, multichannel contact center applications, social and CRM communities, and field service management.
Sheila is a leading communications industry analyst and strategic consultant specializing in new product development, competitive assessment, market research, and sales strategies for communications solutions and services. She writes market research studies about contact center and customer relationship management; consults for companies ranging from start-up to Fortune 100; and is quoted regularly on news and trends in the communications market.
Brian concentrates on customer strategies and technologies, with an emphasis on the CRM customer service disciplines, collaborative customer strategies and self-service. He also researches mobile customer service, customer engagement centers and business intelligence strategies.
Dan has more than 25 years of experience in marketing, business development and corporate strategy for telecom service providers, computer makers and application software developers. He founded Opus Research in 1985 and helped define the Conversational Commerce marketplace by writing scores of reports, advisories and newsletters addressing business opportunities where automated speech leverages Web services, mobility and enterprise software infrastructure.
Read Dan’s reports: “Predictive Analytics: Using Big Data to Improve Multichannel Customer Care” and “Evaluating Enterprise Virtual Assistants”
William (“Bill”) Meisel’s experience combines a strong academic, technical, and business background. He began his career as a professor of Electrical Engineering and Computer Science at USC, and has published over 70 papers and several books including “Expert Views on Effective Voice User Interface Design; and Speech in the User Interface: Lessons from Experience.” Bill founded TMA Associates in 1991. Bill leads the Mobile Voice Conference and is a frequent speaker at SpeechTEK.
Art supports Application Development & Delivery (AD&D) professionals who plan, build, and run unified communications and contact center workloads for enterprises. He has more than 35 years of experience in the computer, communications, and software industries. He is known in the contact center industry for helping establish standards and solutions to grow the market in its early stages. Art has written on self-service and its connection to contact centers.
Bruce’s research focuses on identifying current and emerging best practices. He is widely viewed as an expert in customer experience, leadership, and business transformation, having worked with hundreds of large organizations on defining and accelerating their customer experience journeys. His annual “Customer Service Ratings” is a popular report.
Principal Analyst Forrester Research
Brendan focuses on strategies and technologies that provide eCommerce benefits for B2C and B2B organizations, including platform, mobile, digital, back-office, and omnichannel solutions. He has specific expertise in helping eBusiness leaders identify opportunities and develop strategic initiatives around technology investments that drive revenues and improve operational efficiency. Brendan is an expert on virtual assistants.
Read Brendan’s report: “Good Alone, Better Together”