1. Teresa Allen | @TeresaAllen
Teresa is ranked #1 on GlobalGurus.org as a customer service expert. She’s a frequent industry speaker and a published author.
2. Mike Aoki | @mikeaoki
Mike is president of Reflective Keynotes and a best-selling author recognized in the ICMI Top 25. He has 20+ years of customer service, sales, and management experience with a focus on call centers.
3. Jon Arnold | @arnoldjon
Follow Jon for highlights from his monthly newsletter, the JAA Analytics blog, and his podcast. He often tweets about the cloud, artificial intelligence and machine learning, customer care, user experience, and more.
4. Brad Bennett | @BradBennett
Brad is a leading proponent of cloud-based services and an accomplished sales leader. He has more than two decades of experience in CRM, ERP, and contact center leadership.
5. Jeanne Bliss | @JeanneBliss
Jeanne pioneered the chief customer officer role. She’s an author, coaches companies on consumer-driven growth, and she’s the co-founder of the Customer Experience Professionals Association.
6. Jason Bradshaw | @jasonsbradshaw
An author, speaker and recognized as a Top 30 Global Guru, Jason helps leaders and businesses build repeat and referral business based on the customer experiences they deliver.
7. Nate Brown | @CustomerIsFirst
Known for his passion for customer service and his flair for building relationships, Nate is the director of customer experience at @ULdialogue EHS Sustainability.
8. Brad Cleveland | @bradcleveland
Brad’s the former president and CEO of @CallCenterICMI. Follow him to learn about customer expectations and omnichannel services, and how to achieve higher returns, greater market share, and cost efficiencies through your customer relationships.
9. Marsha Collier | @MarshaCollier
An author of nearly 50 books and founder of the #CustServ chat, Martha is an expert in online customer service and a frequent guest on the Tech Radio podcast.
10. Steve Curtin | @enthused
Steve is the author of Delight Your Customers. A former leader with Marriott, he’s a champion of exceptional customer service.
11. Mila D’Antonio | @miladantonio
Mila focuses on all things CX — from omnichannel communications, to AI, to customer journeys. Her recent tweets cover audience sentiment, agent engagement, and measurement.
The former editor of Call Center magazine, Keith is the leader of research and customer experience for Ventana Research. He often tweets about innovation, the future of CX, as well as the balance of humans and machines in customer service.
13. Jenny Dempsey | @jennysuedempsey
Jenny focuses on self-care for agents often blogging — and singing! — about the topic. She has nearly two decades of experience on the contact center front lines and with tech startups.
14. Steve DiGioia | @SteveDiGioia
This customer service “crusader” is an author, trainer and keynote speaker who made ICMI’s list as a Top 50 Customer Service Thought Leader. Four times he’s also been voted as one of the World’s Top 30 Customer Service Professionals.
15. Amanda Dingus | @avdingus
As a strategist and researcher, Amanda tweets often about customer service, CX, and leadership.
16. Donna Fluss | @dfluss
Donna leads @DMGConsultLLC, a contact center and analytics industry consulting firm. You can also hear Donna on the recent Playvox webinar: Quality Management for Digital Customer Service and Support.
17. Annette Franz | @annettefranz
Annette is a CX mentor and official member of the @ForbesCoaches. She’s the author of Customer Understanding, a book about how to put the customer at the heart of everything your business does.
18. Robin Gareiss | @RGareiss
As CEO of@Metrigy, Robin works with companies on the metrics of successful UC and CX strategies. She’s also a frequent speaker and webinar participant on voice fraud and security.
Dan is the author of The Experience Maker newsletter and the soon to be released book with the same title. He believes that remarkable CX makes the best marketing strategy.
20. Myra Golden | @MyraGolden
Considered one of the pioneers for leveraging social media for customer service, Myra blogs about customer service and PR. She’s helped hundreds of companies become more involved in online conversations about their brands.
21. Sheri Greenhaus | @srgreenhaus
For three decades, Sheri has been involved in all aspects of call center, CRM, and contact center management. She’s been a consultant, a contact center executive, and most recently served as managing partner of @CRMXchange.
22. Susan Hash | @susanhash
Susan has written about customer care and contact center management for nearly 25 years. She’s the founding editor of @CCPipeline, a monthly industry magazine and blog.
23. Shep Hyken | @Hyken
Shep is a New York Times best selling author and frequent speaker. As a recognized expert, he focuses on helping companies deliver amazing customer service experiences.
24. Ian Jacobs | @iangjacobs
Ian is a senior analyst for @Forrester. He specializes in helping clients design better and more inclusive customer experiences.
25. Nancy Jamison | @NancyJami
Nancy’s the industry director for @Frost_Sullivan focusing on contact centers, speech technology, and digital transformation. Her recent tweets focus on innovation, automation, and customer engagement.
26. Tony Johnson | @ServiceRecipe
Tony has expertise in global customer experience strategy. He’s a CX consultant, trainer, award-winning speaker, and has a passion for service and people.
27. Evan Kirstel | @EvanKirstel
As a contact center social media guru, Evan counsels B2B companies on their marketing, content, and events. He often tweets about technology, mobile, and the cloud.
28. Sheila McGee-Smith | @McGeeSmith
Sheila founded McGee-Smith Analytics to offer companies expert guidance and analysis related to their contact centers. She’s a leading contact center and enterprise communications industry analyst.
29. Dave Michels | @DaveMichels
Dave is the founder of @TalkingPointz. He advises companies on message development and testing, storytelling, product development, and more.
30. Dan Miller | @dnm54
As the founder of @OpusResearch, Dan provides analysis and expertise on security and fraud prevention, as well the use of conversational AI by contact centers.
31. Omer Minkara | @omerminkara
Omer loves happy customers! And his focus is on helping companies create more of them. He often tweets about industry trends, best practices, and innovations.
32. Blake Morgan | @BlakeMichelleM
Blake is the author of the book The Customer of the Future. She’s a contributing writer to Forbes, and hosts the Modern Customer and the Be Your Own Boss podcasts.
33. Ben Motteram | @CXpert
Ben has two passions in life: creating better experiences for customers and golf! He works with leaders to create companies that customers — and employees — love.
34. Leslie O’Flahavan | @LeslieO
Leslie is a champion of plain language. The customer service expert and owner of E-WRITE, teaches people how to improve their writing so they can do their jobs better.
35. Greg Ortbach | @GregOrtbach
Greg is a marketing and CX evangelist, and co-host of the #CustServ chat. He’s been a top 10 finalist for the BDC Young Entrepreneur Award and was named #32 in @CallCenterICMI list of 100 Customer Service Pros on Twitter.
36. Jonty Pearce | @JontyPearce
For the past 13 years, Jonty’s been the editor of @CallCentreHelper, the UK’s most popular contact center magazine.
37. Kathleen Peterson | @KMP603
Kathleen is the author of Backstage at the Customer Experience. The book’s unique take inspires on stage and backstage players to act in the best interest of a customer’s experience.
38. Blair Pleasant | @blairplez
Blair is the co-founder of @UCStrategies. For nearly two decades, she’s been a contact center industry analyst and consultant. She writes regular articles and participates in weekly podcasts about industry trends.
39. Justin Robbins | @justinmrobbins
Justin is a CX researcher, trainer, advisor, and frequent speaker on customer service. He uses his two decades of experience to enhance contact center operations and to help organizations achieve success.
40. Laura Sikorski | @LauraSikorski
Laura teaches clients to think like their customers. As a contact center consultant with 30+ years of experience, she’s a recognized expert on customer service, CX, and technology.
41. Paul Stockford | @paulstockford
Paul focuses on high-growth companies and emerging technology. He’s a contact center industry analyst with three decades of experience.
42. Adrian Swinscoe | @adrianswinscoe
Adrian is the best-selling author of How to Wow and an @Forbes contributor. He’s a customer experience and service consultant, and a frequent speaker.
43. Colin Taylor | @colinsataylor
Colin’s a top ranked customer service thought leader who counsels his contact center clients on their CX and customer service strategies. His recent tweets cover customer surveys, patient engagement in healthcare, and virtual call centers.
44. Bruce Temkin | @btemkin
Bruce is the co-founder of the @CXPA_Assoc. He’s an experience management speaker, advisor and researcher.
45. Jeff Toister | @toister
Jeff is a speaker and the author of Service Failure, a book about why employees struggle with customer service and what companies can do about it.
46. Jeannie Walters | @jeanniecw
Jeannie is a TEDx speaker and a published author. She’s CEO of 360 Connext and has 15+ years of experience as a CEM consultant.
47. Jeremy Watkin | @jtwatkin
48. Stephanie Watson | @SteffWatson
Communications industry analyst and general manager of MZA Ltd., Stephanie focuses on enterprise and SME communications. She frequently tweets about the cloud, contact centers, and collaboration.
49. Audrey William | @Audrey_William
This tech analyst focuses on the future of work, collaboration, video, conversational AI, and contact center outsourcing.
50. Oscar Giraldo, Playvox, and Me!
The Playvox team is committed to being a resource for contact center leaders. Be sure to follow Oscar Giraldo, @ogirald0, Playvox’s founder and fearless leader, our corporate Twitter account, @PlayvoxCX, and me @LIVinEden. We share the latest research, webinars, white papers, CX innovations, tips, customer success stories, and more to help your agents, call center, and business, thrive.
Did we miss someone you think should be on our list? Tweet us and tell us: @playvoxcx.