In December, we published a list of Top Analysts Covering Contact Center Technology. Those folks are a terrific resource for following the rapidly evolving call center industry. In the same spirit, we are now publishing a list of top analysts covering the topics of customer service / customer experience.
The customer experience topic has a lot of overlap with contact centers, since a finely-tuned call center is essential for delivering a good customer experience. In fact, there is so much overlap that some analysts could have gone on either list; We did our best to segment them appropriately.
Here is the list, in alphabetical order.
- Bruce Temkin
- Ed Thompson
- Elizabeth Herrell
- Esteban Kolsky
- Harley Manning
- Jim Davies
- Kate Leggett
- Megan Burns
- Natalie Petouhoff
- Omer Minkara
- Paul Haggen
- Peter Ryan
- Richard Snow
- Sarah Reed
- Sheryl Kingstone
- Sumair Dutta
Below you’ll see a short profile of each analyst including title, area of focus, representative quote and recommended reading. If you think we’ve forgotten anyone, please let us know in the comments.
Whitepaper: 10 Growing Customer Service Trends for 2015
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What’s Inside:
- Mobile customer service is a priority
- Self-service takes the lead
- Human support is still required
- Customer experience trumps all
- And 6 more important trends
