It should come as no surprise that the world of customer experience is in a constant state of change. Some ideas become fads, some fads become trends, and some trends become industry standards. We, like any industry thought leaders, like to involved in discussions with other CX influencers and thought leaders to learn new ideas and create a conversation about how we can all work together to create memorable customer experiences. There are a few voices which are more influential than others, however, and we’ve put together a list of our 5 favourite people to listen to in 2020 when it comes to CX.
1. Richard Owen
Richard Owen is the founder of Owen CX Group, which specialize in customized CX training programs for large enterprises. His company focuses on using Net Promoter Score ® (NPS) to transform business in the digital era. Richard is a graduate of MIT’s Sloan School of Management and the former CEO of Satmetrix, Nasdaq Listed AvantGo, and the former Vice President of Dell Online Worldwide.
Read his recent article on CX lessons from the UK election.
2. Matthew Dixon
Matthew Dixon is best known for his Harvard Business Review article, “Stop Trying to Delight Your Customers.” In this article, he and hi co-authors Karen Freeman and Nicholas Toman debuted the Customer Effort Score – a new way to measure customer effort on a 5-point scale. Matthew is also the author of “The Effortless Experience,” one of Capterra’s “5 Must-Read Customer Success Books.”
On Twitter, Matthew addresses customer experience trends that emphasize putting your customer at the center of your process design.
Read his more recent harvard business review article about “Kick-Ass Customer Service”.
3. Peter Lavers
Peter Lavers is an expert in both B2C and B2B customer experience management. His impressive list of credentials is far to long to list in full here, with notable experience with Rolls-Royce and Bently, as well as being an IBM Futurist.
Peter is the Director of WCL Customer Management Ltd., which helps companies engage and satisfy customers using novel CX strategies. Read Peter’s article on artificial intelligence in the retail sector.
4. Annette Franz
Annette Franz is a CX coach, speaker, and author of Putting the “Customer” in Customer Experience. She is also the Board Chair at the Customer Experience Professionals Association (CXPA).
Annette is the Founder and CEO of CX Journey Inc., where she also publishes blog posts regularly on various CX topics. Read her most recent post about etymology of the term “digital transformation” and how it should be more customer-focused.
5. Jaakko Männistö
Jaakko is an award-winning CX professional and founder of the biggest entrepreneurial digital community in Finland – Yrittäjä.io. He is a notorious keynote speaker from entrepreneurial stories to day to day human communications and customer experiences. He also happens to be the founder and CEO of Feedbackly! He’s dedicated most of the last 10 years researching and developing CX trends with the ultimate goal of creating happy customers all over the world.
Jaakko is the main contributor of our own blog, and frequently writes articles on Linkedin. Read his latest article on how to maximize survey response rates.
6. (+1) Lauren Todorovic
Lauren is a founder and CEO of worlds first aged care specific customer and employee software Carepage. She has pioneered the experiences market in health care and she has spent the last 5 years working to transform and change the conversation in the health & aged care sector where the experience of the vulnerable and often voiceless is brought to the focus.
A previous young Melbourne Hub Shaper, an initiative of the World Economic Forum, and a Masters of Health of Human Services Management graduate. In 2017, she was awarded as one of Australian Financial Reviews Westpac 100 Women of Influence.