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.
Contact Center Trends: Industry Predictions for 2022
This report offers perspective on where the contact center industry stands today, plus our trend predictions for 2022.