We've compiled a library of customer experience resources, providing links and information to online communities and blogs, industry experts and thought leaders, and recent news. Click on any of the sections below to get educated, informed and smarter about the industry and learn from authorities and peers in the space.
Customer Experience Communities
The Customer Experience Professionals Association (CXPA) is a global non-profit organization dedicated to the advancement of customer experience management practices.
The International Institute for Analytics (IIA) is dedicated to the advancement of analytics in everyday business practices. Under the direction of Tom Davenport, IIA brings together the world’s leading analytics practitioners and researchers to provide unique insights to both business and IT leaders on the most current research findings and industry best practices.
Industry Thought Leaders
Over the last 10 years Carl has been working with senior executives from large organizations exploring all aspects of customer and people experience. In the process he has acquired unique insight and knowledge that continues to grow as it's used to assist others in the understanding of, and driving improvement in customer experience.
- Watch a video interview with Carl discussing the complex cross channel customer experience »
Jeff Jonas is Chief Scientist, IBM Entity Analytics Group and an IBM Distinguished Engineer. The IBM Entity Analytics Group was formed based on technologies developed by Systems Research & Development (SRD), founded by Jonas in 1984, and acquired by IBM in January, 2005. Jonas designs next generation technology that helps organizations better leverage their enterprise-wide information assets. With particular interest in real-time “sensemaking” these innovative systems fundamentally improve enterprise intelligence which makes organizations smarter, more efficient and highly competitive.
- Watch Jeff's IBM Commercial "The Road" »
Rob Davis, the founder of VIA Partners, is a recognized thought leader in strategy, organizational design, brand, and implementing complex change. He is viewed by many senior executive clients as a trusted advisor when they face difficult choices associated with improving business performance. His clients include multiple Fortune 500 companies spanning the Telecommunications, Financial Services, High Tech, and Consumer Packaged Goods industries. Rob has over 30 years of experience working with clients to define strategic change, and in helping to ensure successful implementation and achievement of desired results. His clients are often ‘C’ level executives who are moving into a new company or a new role, and need assistance reviewing strategy, organization, and operations and then in charting a course that has the buy-in of their new direct report team.
- Watch and interview with Rob about the Customer Experience Lifecycle »
Robert Strickland is the President of Strickland Consulting LLC, which advises companies surrounding the Ecosystem of Carrier Service Providers. Strickland is focused on delivery of value-added customer experience and is formerly the Senior Vice President (SVP) and Chief Information Officer (CIO) for T-Mobile, USA. He was responsible for aligning IT strategy with business initiatives and delivering innovative solutions to support T-Mobile's customer-driven philosophy. Prior to joining T-Mobile, Strickland served as the SVP and CIO at EchoStar Communications Corporation - best known for its DISH Network technology. Strickland was also the President and Chief Operations Officer at Silas Technologies; Chief Technology Officer at Landmark Communications, Inc; CIO at Teradyne; CIO at Continental Cablevision/Media One and CIO of Harvard Business School. Beginning his technology career at companies like Stratus, Honeywell and Apple Computer, Strickland has a deep technology and business background.
- Watch an interview with Rob about ClickFox and Customer Experience Analytics »
- Read why Rob thinks customer experience is vital to carriers facing the challenge of staying relevant.
- Read Rob's article about Big Data processing, flexible analytics tools key to understanding customer lifecycle.
- Watch a playlist of Rob's videos on various customer experience topics »
Tom holds the President's Chair in Information Technology and Management at Babson College where he teaches MBAs and executives about decision-making and analytics. He's also a Senior Advisor to Deloitte Analytics. In 2003 he was named one of the Top 25 consultants in the world by Consulting magazine. In 2007 and 2008 he was named one of the 100 most influential people in the IT industry by Ziff-Davis magazines. His most recent book, Analytics at Work: Smarter Decisions, Better Results is now available.
Kerry works with Customer Experience Professionals to create more engaging — and profitable — customer experiences across the enterprise. Her research explores the tools and methodologies used to design broad, end-to-end experiences — and the changes to organizational structure, process, and culture that are required to sustain these experiences over time.
- Watch a video interview where Kerry discusses the impact of customer experience on marketing »
Megan is a leading expert on measuring customer experience, benchmarking a company's ability to deliver great customer experience, estimating the ROI of a customer experience improvements, and getting executives to actively participate in the customer experience transformation. She manages Forrester's Customer Experience Index, an annual benchmark of the customer experiences delivered by more than 150 large US firms. In addition to these primary areas of study, Megan's secondary coverage includes best practices for customer experience governance and creating customer-centric cultures.
- Watch a video interview where Megan discusses the complexities of cross-channel customer experience »
Ed's research focuses on CRM, and he is the research leader for the CRM Strategy and Implementation and Customer Experience Management topics. He researches CRM strategy, implementation, CRM service providers, customer experience, and more generally covers CRM in Europe.
Bruce Temkin is the managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Their stated goal is simple: accelerate the path to delighting customers. Prior to founding the Temkin Group, he was Vice President & Principal Analyst at Forrester Research focusing on customer experience and managing several of the firm’s practice areas including customer experience, financial services, eBusiness, and B2B.
- Watch a webinar replay with Bruce: Understand your Customers as Individuals, Not Individual Transactions »
- Watch a webinar replay with Bruce: Finding Your Competitive Advantage Using Customer Experience Analytics »
Donna Fluss is the President of DMG Consulting LLC, a firm specializing in customer-focused business strategy, operations and technology services. Ms. Fluss is a recognized thought leader and innovator in CRM, contact center and real-time analytics. She is the author of The Real-Time Contact Center and many leading industry Reports, including the Contact Center Performance Management Market Report, the Speech Analytics Market Report and the Quality Management/Liability Recording Product and Market Report.
Read DMG Consulting's ClickFox Company Report »
Elizabeth Herrell is the Founder and President of Communication Initiatives and provides strategic and advisory consulting for tackling challenging issues. As a well recognized industry-leading analyst, with more than eleven years at Forrester Research as VP and Principal Analyst, Elizabeth has managed large consulting projects for business and government organizations and provides technical insight and guidance to business and government organizations on their communication issues.
- Watch a webinar replay in which Elizabeth and ClickFox define Customer Experience Analytics »
- Watch Elizabeth's webinar replay in which we discuss what consumers really want »
Using paper.li we've created a daily Big Data news edition curated from Twitter users. Lots of information here. Don't forget to follow ClickFox on Twitter.