International Women’s Day is celebrated on 8th March every year to commemorate the movement for women’s rights. However, we at Omoto believe that this day must celebrate women, their achievements, and their contributions to humanity! What better day than this to honor these women influencers that are doing a commendable job in the customer experience space.
We have curated a list of 15 must-follow female influencers (in no particular order) in the customer experience arena. Their work in creating awareness and drawing more attention of businesses towards delighting customers is stupendous. These gurus share some great insights on CX and need to be followed!
Jeanne Bliss – Founder and President of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA)
For over 20 years, Jeanne has led Customer Experience for 5 major US Corporations – Lands’ End, Mazda, Coldwell Banker, Allstate, and Microsoft. When she says, “I help companies grow, by improving customers’ lives”, she means it. By bringing the customers to their strategic agenda, she has driven the achievement of 95% loyalty rates in these companies. She also pioneered the role of the Chief Customer Officer. As the President of CustomerBliss, she now guides various C-Level Executives and CCOs in growing their businesses by improving customers’ experiences. One of her best-selling books – Chief Customer Officer – is considered as the survival guide for all the CCOs around the world.
Annette Franz – Founder and CEO of CX Journey Inc.
Annette Franz has over 25 years of experience in helping companies design a better experience for all their constituents – customers and employees. Further, she helps brands become more people-centric and people-focused. Her expertise lies in laying the groundwork and planning CX strategies that are required to drive cultural transformation in an organization. She is an active CXPA Board Member, a CX Expert, a CX Mentor, a SoCal Local Networking Lead, and a Certified Customer Experience Professional (CCXP).
Jackie Huba – Customer Loyalty Expert
Jackie Huba is a famed customer loyalty expert, TEDx and keynote speaker, and a best-selling author. She has over two decades of experience in helping companies achieve business and customer goals. American Express, Microsoft, Yahoo!, PayPal, Kraft, Dell, and Disney are a few of the companies that have been her clients. In her first book,’ Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force’, Jackie coined the term ‘customer evangelism’ – a term used to refer to the process of converting customers into evangelists who spread the word about products, benefits, or value propositions.
Jeannie Walters – Chief Customer Experience Investigator and Founder of 360Connext
Jeannie Walters has been assisting in evaluating the customer experience for all types of organizations, including several Fortune 500 companies, for more than 20 years now. She is a Certified Customer Experience Professional and specializes in Customer Journey Mapping and Customer Experience Investigation (CXI®), among many other fields of specialization. Jeannie is now a speaker, writer, and consultant, who primarily discusses the greater experiences that are created in our lives by everyday small experiences. She also speaks on topics such as employee engagement, communications in corporate environments, and social media.
Marsha Collier – President, The Collier Company, Inc.
Marsha Collier is a world-renowned customer experience expert and the best-selling author of over 40 books, including the “Ultimate Online Customer Service Guide.” Apart from customer experience, Marsha’s interests and specialties are far and wide. She is also a marketing futurist and a top-notch speaker who has appeared on Today Show, CBS Morning, CNN, FOX, and Bloomberg Network. As a writer, her articles are published in leading publications such as Forbes, Time, Wall Street Journal, and New York Times.
Blake Morgan – Customer Experience Futurist, Keynote Speaker and Author
Having worked with companies such as Ericsson, Intel, Verizon Wireless, and many more, Blake Morgan has become a thought leader in Customer Experience and a social media expert. She is a Customer Experience Futurist and the author of the book “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences”. She is a regular contributor and writer to eminent publications such as Forbes, the Harvard Business Review, and Hemispheres Magazine.
Sue Duris – Director of Customer Experience and Marketing at M4 Communications, Inc.
Sue is a renowned customer experience expert currently serving as the Director of Customer Experience and Marketing at M4 Communications, Inc., Palo Alto, CA. She leverages her two biggest passions – technology and customer experience – to aid tech startups to grow and differentiate through customer experience excellence. She also serves as an Advisor to Golden Gate Opera. That she is Entrepreneur in Residence at UCI Applied Innovation is a testimony to the fact that she is truly vested in the success of startups. Sue is an engaging speaker and a distinguished writer who contributes to multiple online forums and publications. Employee engagement, customer journey mapping, omnichannel customer experience, win/loss analysis and customer success are a few of her many areas of expertise.
Nienke Bloem – Founder of CX by Nienke Bloem
Nienke Bloem is an acclaimed Customer Experience (CX) consultant, a renowned CX coach, and a distinguished keynote speaker on CX. She is a certified Customer Experience Professional (CCXP). Notably, she is one of the few CX professionals in the world who is an Authorized Resource and Training partner of the Customer Experience Professionals Association (CXPA). Her mission is to make the world a more beautiful place for employees and customers. Currently, she is an independent CX consultant and her clientele includes prominent brands such as ABN AMRO, Zendesk, and Amadeus. The testimonials from her clients speak for her work.
Nancy Porte – VP of Global Customer Experience at Verint
Nancy Porte has years of experience in building corporate revenue through a loyal customer base. The CCXP helps organizations in developing Voice of the Customer programs in order to increase customer satisfaction and loyalty through differentiated customer experience. She is also a board member of the Customer Experience Professionals Association. She has also been consistently ranked as the top active influencers in the field of customer experience.
Kerry Bodine – CEO of Kerry Bodine & Co.
Kerry Bodine’s mission of establishing the consulting firm, Kerry Bodine & Co was to help business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs. Kerry is the author of the book “Outside In: The Power of Putting Customers at the Center of Your Business”. She also writes for Harvard Business Review, The Wall Street Journal, Fast Company, Forbes, and USA Today. In all her articles, she discusses how observant companies win over and over again by understanding their customers and their needs. Apart from being an author, Kerry is also a renowned speaker and an insightful coach.
Aimee Lucas – Vice President at Temkin Group
Aimee Lucas, CCXP, drives and transforms customer experience through employee engagement and customer-centric process improvement initiatives. In her own words, she is a fan of “exceptional customer experiences” and leaves no stone unturned in building an organizational culture that delivers “exceptional customer experience”. Customer experience strategy, customer experience management, voice of customer, and employee engagement are a few of her many areas of expertise.
Toni Newman – Hall of Fame Innovation Keynote Speaker & Business Growth Specialist
Toni Newman is a renowned customer experience expert and the founder of The Innovation Advantage, a consulting firm that helps organizations in delivering a superior customer experience. Also an innovation speaker and a business growth specialist, Toni specializes in turning inspiration into innovation and ideas into results. Toni is a five-time award-winning entrepreneur and has been driving business growth in organizations for over two decades. She is a not only highly sought-after business speaker but also an acclaimed writer.
Pamela Herrmann – VP Marketing at Mortgage Cadence
Pamela Herrmann currently serves as the VP Marketing of Mortgage Cadence. She is the founder of The Paragon Effect, a consulting firm that develops customer experience strategies to help enhance brand engagement and loyalty. She is also an eminent keynote speaker and the author of the bestseller “The Customer Manifesto: How Business Has Failed Customers & What It Takes to Earn Loyalty.” Among her many areas of expertise are reducing churn with customer and employee journey mapping, reputation management, and brand storytelling.
Megan Burns – Customer and Employee Experience Expert
Megan Burns is a preeminent CX expert and is the CEO and founder of Experience Enterprises, a boutique consulting firm that helps organizations build and execute plans for CX transformation. Before starting her own firm, Megan served as the Vice President Principal Analyst, Customer Experience at Forrester Research. One of her most notable research works was Forrester’s Customer Experience Management Maturity Model. Its original version was the cornerstone of the 2012 book “Outside In: The Power of Putting Customers at the Center of Your Business.” She is also a distinguished keynote speaker and is a member of the Customer Experience Professionals Association (CXPA), where she sits on the Professional Development committee.
Amanda Forshew – Managing Partner at Customer Alignment
Amanda Forshew is a Managing Partner at Customer Alignment, a customer experience consulting firm based out of London, UK. She is a vastly experienced and insight-led customer experience coach, guide, mentor, and strategist. Customer Experience optimization and transformation, VoC programs and customer experience management, customer and employee journey mapping are a few areas of her many areas of expertise. She is a distinguished member of the Customer Experience Professional Association.
Honorary Mention: Lynn Hunsaker – Chief Customer Officer at ClearAction Continuum
Lynn Hunsaker, CCO at ClearAction Continuum, has been in the customer experience field since 1991. The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. She has been listed as a top thought leader in customer experience, customer success and customer service by Customer Experience Professional Association, CustomerThink, Global Gurus and many others.