At Lucep, we entice with conversion rate optimization as a return on investment for the insurance, banking, government, and automotive customers that we’re talking to. But it’s evangelized as a significant improvement in your customer experience.
Because all the marketing and sales technology in the world is wasted unless paired with a deep understanding of your customer, and the passion that drives you to provide a perfect customer experience.
In fact, we listen to the voice of customer experts to get insights into the latest thinking and CX technology that our customers need to know about. This list of the top 50 customer experience blogs and influencers is where we get these insights, and we’d like to share these very useful resources with you.
1. Peoplemetrics CX Blog
Written by CEM experts who live and breathe customer experience every day. Uncover CX secrets from these blogs to create killer VoC programs.
2. CustomerThink – Customer-Centric Business
World’s largest online community dedicated to customer-centric business strategy. The authors are some of the world’s top CX bloggers and ifluencers, many of whom you’ll see mentioned below in this list.
3. NG Data Customer Experience Management Blog
If you like this list of customer experience blogs, then NG Data is where you’ll lots of similar lists about CX companies, strategies and tools.
4. Tammy R. Nelson
Currently the Chief Marketing Officer of SageSure Insurance Managers, Tammy Nelson, CCXP is an author and speaker with over 20 years of experience in the financial services and insurance industries, including as the Chief Experience Officer of the American Modern Insurance Group.
5. CX Journey
Musings and insights from Annette Franz, CCXP, who specializes in culture transformation by helping clients lay the groundwork required to establish a CX strategy. On her blog, you can learn about everything from journey mapping to developing your customer experience strategy.
6. Clarabridge CX Blog
CX blog from the company named most effective AI solution and winner of the Best Innovation in NLP award from AIConics.
7. CX Lab – Strategy and Insights
Their strategy for writing about customer experience is to conduct experiments and write about their experience.
8. Experience Matters
Customer experience transformist and CXPA Cofounder Bruce Temkin’s Temkin Group has declared this “The Year of Humanity.” The aptly named Experience Matters blog goes beyond the usual CX learning. It’s a place where you learn how CX leaders demonstrate humanity, and apply the art of human conversations to digital interactions.
9. Heart of the Customer
Again aptly named company and blog by Jim Tincher, Mapper-in-Chief who creates journey maps for this clients by looking at their CX through the eyes of their customers.
Jim Tincher – Journey mapper in chief
10. Experience Management Blog from Qualtrics
On the Qualtrics Experience Management Blog, you get to learn how to manage your customer experience, with blogs from the experts who create the technology that closes experience gaps, and powers your survey and feedback platforms. Find out everything you want to know about people analytics.
11. The CX Show
Salemove founder and CEO Dan Michaeli’s The CX Show provides a podcast window into the minds and insights of many of the CX experts in this list, with a focus on the importance of personalization in business, and keeping customer experience human.
12. CXPA – Customer Experience Professionals Association
The CXPA has a mission to increase the impact and visibility of Customer Experience professionals, and establish respected standards for this most ethical of business processes. Letters from the CXPA leadership, and things that CX pros and vendors need to know about, including government regulations and answers to questions that many businesses have about their customer experience.
13. CX Cafe
Blog of MaritzCX customer experience software and research, asking and answering all the scary questions that will improve your CX.
14. CX Company
They can show you the do’s and don’ts of conversational commerce and humanizing your customer experience.
15. CX Accelerator
Nate Brown’s CX Accelerator channel on Slack, where you can ask and answer salient questions about CX as art and science, and the empathy as the road to a better customer experience.
16. My Customer
Articles focused on CX technology, including AI in customer service, and CRM best practices that impact your customer experience.
17. The Being Apptentive Blog
From the creators of your customer journey maps for mobile, and the hosts of the popular Customer Love Summit, the Apptentive Blog will show you how to predict the future using customer feedback.
18. Shep Hyken’s Customer Service Blog
The Chief Amazement Officer of Shepard Presentations, famed author of “Be Amazing or Go Home” and other amazing books, writes about personalizing CX and other customer service insights, along with the bonus of conversations with other experts invited to the Amazing Business Radio show.
19. Make Mom Proud
CXPA Cofounder Jeanne Bliss asks a simple but very powerful question – “How would your company act if every customer were your mom?” Her blog posts will bring you back to the core of CX. Read the CX lessons that Jeanne has learned as a Chief Customer Officer.
20. Customer Experience Update
Aggregation of the best news, trends and customer experience insights from top sources including MaritzCX, Jeanne Bliss, Shep Hyken and other CX leaders. If you want a roundup of what’s going on in the world of CX at any time, just take a look at the headlines on this blog.
21. Customer Experience Matrix
Blog of David M. Raab, so named named for the Customer Experience Matrix, a tool to visualize marketing and operational interactions between a company and its customers. For the record, David’s blog was also featured in our top 50 martech blog list.
22. Customers That Stick
Blog of Adam Toporek’s CTS Service Solutions, which shows you how to be a hero to your customers, and remove the weak links in your customer experience. Learn how to teach your employees, and train them to provide consistent and top quality customer service that will give you customers that stick.
23. 360 Connext
This blog, from Jeannie Walters, will show you how to focus learning paths on greater CX success. A CCXP and professional member of the National Speakers Association, and named as a top 25 customer success influencer by Mindtouch, Jeannie can show you what the best brands focus on for customer success.
24. Pivot Point Solutions Blog
Blog of Andrew McFarland’s Pivot Point Solutions, which posits customer experience as the only real path to brand loyalty. This blog not only focuses on the CX success stories, but also on concepts such as service recovery paradox (SRP) that struggling companies have to deal with.
25. Lynn Hunsaker – Clearaction
Clearaction shows you how to create a CX movement across your work environment, and provides you a Value Exchange that’s like a personalized mentor. The value in Clearaction, and it’s blog content, is driven to a large part by the expertise of founders Lynn Hunsaker and Gary Katz.
26. Bill Quiseng
Bill Quiseng, speaker, blogger and award-winning writer, who excels at customer service in the hospitality sector, claims to deliver the world’s best customer experience. Learn how he does it in his blog, where he shares over two decades of expertise and experience in serving customers.
27. Blake Morgan
Customer experience futurist, blogger and speaker Blake Michelle Morgan’s blog talks about everything from reinventing insurance for the small business sector to the amount of investment going into AI in CX. In short, if you want to know the future of CX in different verticals and industries, Blake is the one who can tell you all about it.
28. Ian Golding
Ian Golding is a founding member and one of the inaugural board directors of the CXPA. He’s not only a CCXP, but also the first to be authorized to teach CXPA’s certified CCXP accreditation. His blog will not only take you through the practices of customer experience, but also the experience of publishing a book about customer experience.
29. Nienke Bloem – The CX Game
Nienke is co-founder of The Customer Experience Game and trainer for CCXP accreditation – one of the eight people in the world who is an Authorized Resource and Training partner of the CXPA.
30. Micah Solomon
Well-known as a regular contributor on CX at Forbes.com, Micah Solomon shares with us his expertise and wisdom on strategies for customer-centricity, frameworks for implementing company culture, and the right way to adopt new trends such as AI customer service.
31. Customer Experience Insight
Insights from veteran journalists and editors such as Ken Dooley and Michele McGovern, who write about what millennials really want, and how to solve customer problems while making more sales in the process.
32. CGSInc Bog
Nice blog to learn about a lot customer experience acronyms that you didn’t know about. Find out how to prepare for the future, when you don’t know what’s coming.
33. Think CX
IBM Futurist & SAS Collaborator Peter Lavers’ Think CX asks and answers questions about the need for CX training, and an explanation of what is the NPS of NPS.
34. Customer Experience Magazine
Fascinating stories about customer journeys, the human touch in AI, and how to incorporate AI into your customer experience.
35. Brain Food
Also makes you think, with thought leadership on post-digital consciousness, the role of emotions in customer interaction, digital vs omnichannel, and lots more at the intersection of technology and customer service.
36. Julia Ahlfeldt
Julia Ahlfeldt, CCXP, writes blog posts that go straight to the core of the issue – the art of listening to your customer. If you want to learn how to keep your customer experience simple and honest, read Julia’s CX files.
37. Oracle Customer Experience Blog
The Oracle bloggers forecast the future of customer experience, and will tell you how your CX strategy ranks.
38. Daniel Ord – Omnitouch
Daniel Ord’s OmniTouch International is your source for creating great customer experiences, and you can get lots of training support from their blog if you’re planning to become a certified CCXP.
39. Bill Gessert
Seasoned veteran Bill Gessert, President of the International Customer Service Association for over a decade, shares on LinkedIn how to get your team to create better customer experiences. His leadership of the ICSA is fueled by his passion for service and customer service.
40. The Michelli Experience
Joseph A. Michelli, Ph.D., is an international speaker of repute, an NYT No. 1 bestselling author, and chief experience officer at The Michelli Experience. Read his blog, where he says he has so many customer experience lessons to share but so little time.
Dave Fish’s CuriosityCX blog reveals the secrets to finding true customer insight, and how to make a big CX impact with a small investment.
42. Steve Curtin
Steve Curtin, author of “Delight Your Customers” blogs about the basic essentials of CX. If you ask a question, then listen to the answer.
43. James Dodkins – Rockstar CX
James Dodkins, the rockstar of Rocktstar CX, serves up podcasts of interviews with some of the superstars of CX mentioned above, including Clearaction’s Lynn Hunsaker, Temkin Group’s Bruce Temkin, and CX Journey’s Annette Franz.
44. Nicolle Paradise
Nicolle’s thoughts from paradise highlight the key contrasts of CX, such as empathy vs profitability, and customer success vs company success.
45. Customer Service Life
The Customer Service Life blog shows you how to turn your contact center into a CX lab, and special episodes of “Breaking the Ice” video interviews with CX influencers and experts.
46. Kaye Chapman
Kaye J. Chapman, customer experience specialist for Comm100, explores the art and science and technology of CX in her blog, including how blockchain can transform CX, and how your agents can become customer storytellers. Kaye is also a community organizer for the aforementioned CX Accelerator.
47. Dan Gingiss – Winning at Social Customer Care, Experience This
Dan Gingiss, author of “Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media” and the co-host of the “Experience This!” podcast, talks about the bright ideas behind small customer experience improvements that eventually help your business claw its way to the top.
Website: https://www.winningatsocial.com/blog (https://www.forbes.com/sites/dangingiss/)
48. Joey Coleman
When NASA or the World Bank want a boost in their customer experience, they call Joey Coleman. This is what you see in his blog – practical stories of how companies have improved their CX.
49. Claire Boscq-Scott
Claire Boscq-Scott’s blogs and vlogs are interviews with the experts and top customer service tips.
50. The Pace of Service
In his blog, Michael Pace defines what makes a great customer experience, and explores the common traits of the greatest CX providers.
P.S.: While writing this post, we bumped into a lot more CX experts, blogs and companies that are well worth a read. This list is limited to 50, so we can’t mention all of them. But we are reading them, and appreciate the fine work you’re all doing in making customer experience better.