2019 Top 10 influencing figures in Customer Experience

At Limetropy, we believe that the outputs from a customer feedback platform are only as good as the overall customer experience strategy. One way to ensure you always keep on top of the latest customer experience thinking and ideas is to follow influencers on social media. We believe this means those who contribute value (rather than have the most followers). Keep an eye on who is contributing and what they say. With such a progressive sector we know these will change. But for 2019, these are our recommended contributors.

To get you started here are 9 people to follow – who would you add as the 10th?

Matt Watkinson

Author of ’10 principles behind great customer experiences’ and ‘The Grid’. We particularly like Matt’s take on how Customer Experience management sits in relation to a business as a whole. His articles and posts contain helpful practical ways in which you can incrementally solve business challenges by improving customer experiences. He’s also an excellent speaker.


https://www.matt-watkinson.com/ – some great video snippets of Matt speaking here

Shep Hyken

Shep is a customer service and experience specialist, award winning author of a handful of books on customer service, as well as an experienced speaker on customer service. He regularly publishes useful articles with practical advice on how to improve customer service as part of your overall customer strategy.




Ian Golding

Ian is an internationally recognised CX speaker and trainer and found member of the CXPA. Ian is also Chairman of the judging panel at the UK Customer Experience Awards and the Gulf Customer Experience Awards and is an adviser and featured columnist for CustomerThink. He has recently published a book “Customer What?” and continues to train CX all over the world.




Blake Morgan

Blake is the author of two books on customer experience. She contributes to Forbes, the Harvard Business Review and Hemispheres Magazine. She is also the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube. Her weekly CX roundup series of articles are handy for keeping in touch with recent developments




Christopher Brooks

Christopher brings a wealth of experience advising companies across the globe and leading CX transformations from within. He publishes bitesized CX tips videos with ideas to take back and work on. His articles range from a scholarly take on CX to everyday CX experiences, as well as sharing topical news articles from other sources. Christopher writes the popular CX Leaders interview series in MyCustomer.com, guest lectures at Universities for CX, as well as just lanuched the CX Superheroes podcast series talking CX, VoC and more. He’s often invited to contribute at events and on webinars.




Annette Franz

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider. She co-hosts the weekly CX Chat on Twitter, serves as Vice Chair on the Board of Directors of the Customer Experience Professionals Association (CXPA), you can find her on her own blog and in Forbes and CustomerThink.




Jeanne Bliss

Jeanne is a 5 times chief customer officer with 35 years’ experience in improving customer experiences. She is author of 4 books on customer experience and also co-founder of the CXPA (Customer experience professionals association). Her blog and podcast series provide advice on how to lead customer experience improvement in your organisation.




Stacey Sherman

Stacey brings a different perspective both as a practitioner and consumer. Her regular blog provides CX best practices as well as way to develop as a practitioner. She is a contributor to Forbes and CustomerThink.



James Dodkins

No list would be complete without the world only Rockstar CX keynote, so rock and roll he even has his own merch! James is a global keynote speaker and customer experience trainer. James shares easy to consume no-nonsense video content on an almost daily basis.




About Limetropy

A new and refreshing customer feedback and action technology that helps customers fall in love with your brand, giving them a voice and the opportunity to create better customer experiences.

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