Top Analysts Covering the

Customer Experiencefor 2018

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“ These analysts are able to find and evaluate customer experience solutions

for every industry, and deliver them to businesses in ways that actually

make sense.

SHAI BERGERCo-Founder & CEO, Fonolo

CONGRATULATIONS!

1. Bruce Temkin

2. Ed Thompson

3. Elizabeth Herrell

4. Esteban Kolsky

5. Harley Manning

6. Jim Davies

7. Kate Leggett

8. Megan Burns

9. Natalie Petouhoff

10. Omer Minkara

11. Paul Hagen

12. Peter Ryan

13. Richard Snow

14. Sheryl Kingstone

15. Steve Blood

16. Sumair Dutta

* Listed in alphabetical order

BRUCE TEMKIN

“ Don’t waste customers’ time asking them questions unless you are

prepared to act on what they say.

Managing Partner, Temkin Group

Focus: Customer Experience

Web: http://temkingroup.com/

ED THOMPSON

“ A superior customer experience is one of the few remaining means

of sustainable competitive differentiation as the effects of

globalization take their toll.

VP and Distinguished Analyst, Gartner

Focus: CRM strategy & CX management

Web: https://www.gartner.com/analyst/7089/Ed-

Thompson

ELIZABETH HERRELL

“ Despite the growing complexity of channels, customers demand

simplicity in their experiences. This customer-centric cohesion

requires a new paradigm in user experience. Get ready to make

the shift as the front office comes to the back office to form a new

engagement strategy.

President, Communication Initiatives

Focus: Unified and social communications, contact

centers, customer experience.

Web: https://constellationr.com/users/eherrell

9 Critical Contact Center

Trends for 2018

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ESTEBAN KOLSKY

“ The bottom line is most people cannot make customers happy

because they’re not really trying to make them happy. You have to

get to the point where you have balance. It’s got to be a win-win

situation. Customer’s need to get what they want. But you also

need to keep your business sustainable.

Principal & Founder, ThinkJar LLC

Focus: Customer experience and customer strategies

Web: http://estebankolsky.com/

HARLEY MANNING

“ Superior CX drives superior revenue growth in industries where

customers are free to switch business and competitors deliver a

differentiated customer experience.

VP, Research Director, Forrester Research

Focus: Customer experience practice

Web: https://www.forrester.com/Harley-Manning

JIM DAVIES

“ VoC is now being viewed as a must-have strategy… the focus on

understanding customers by listening to them and using that

understanding to market differently, sell differently, support

differently… a lot of companies are now realizing they can’t really

differentiate by traditional means, but really understanding the

customer can help them to do that.

Research Director, Gartner

Focus: CRM

Web: https://www.gartner.com/analyst/16473/Jim-

Davies

CUSTOMER

EXPECTATIONS ARE

VERY HIGH

KATE LEGGETT

“ Customer service leaders know that the right knowledge, right

answers, delivered at the right time is critical to a successful

interaction. When done correctly, knowledge- curated or tribal –

can be used to personalize an interaction, reduce handle time,

increase customer satisfaction, operational efficiency, customer

engagement, and ultimately drive conversion and revenue.

VP, Principal Analyst, Forrester Research

Focus: Customer service research

Web: https://www.forrester.com/kate-leggett

MEGAN BURNS

“ I think of CX as the 'eat healthy and exercise' of the business

world. Everyone buys-in to the idea of treating customers well, at

least in public. What they don’t do is change their behavior or

encourage change in the people who work for them.

Customer & Employee Experience Expert

Focus: Customer experience and human behavior

Web: http://www.mburnsenterprises.com/

NATALIE PETOUHOFF

“ Brands must recognize that the hardwiring of customers’ brains

and their neurological desire for flow and ease of use are part of

their expectations. Companies must come to terms with the

economic imperative of the customer experience or risk losing

customers to the competition.

Vice President and Principal Analyst, Constellation

Research, Inc.

Focus: Customer service, CRM, contact centers

Web: http://www.drnatalienews.com/

Say companies need to put

more work into providing a

seamless experience.

Source: Zendesk

87%

OMER MINKARA

“ Messaging in customer service has evolved from a nice-to-have

into a must-have capability. When incorporated seamlessly within

omni-channel programs messaging helps firms retain more

consumers and grow client spend.

Vice President & Principal Analyst at Aberdeen Group

Focus: Customer experience across multiple channels

Web: http://www.aberdeen.com/_aberdeen/app/analysts/Omer-

Minkara/165/bio.aspx

PAUL HAGEN

“ An effective way to ensure that experiences meet customers'

needs is to bring customers and frontline employees into the

design process through co-creation. When they are face-to-face

with a design team, customers can provide … firsthand accounts of

what they want and seeds of ideas to build upon...

Senior Principal; Head of Customer Experience &

Innovation Strategy, West Monroe Partners

Focus: Customer experience strategy

Web: http://blog.westmonroepartners.com/author/phagen/

PETER RYAN

“ Contact center outsourcers interested in targeting laggard e-

commerce markets such as Canada should look at the evolution of

countries in which online shopping and associated multichannel

consumer support are more common (such as the UK or the US).

Principal at Ryan Strategic Advisory

Focus: Business process outsourcing and CRM technology

Web: http://ryanadvisory.com/

63% OF CUSTOMERS PREFER GETTING ACALL-BACKTO WAITING ON HOLD

RICHARD SNOW

“ Organizations must consider systems that help them build smart

mobile apps that can automatically connect to a contact center

agent at the click of a button without losing the context of what the

customers was doing in the app.

VP and Research Director, Ventana Research

Focus: Business process outsourcing and CRM technology

Web: https://blog.ventanaresearch.com/author/richard-snow

SHERYL KINGSTONE

“ It's about the interaction, not just the next best offer. With

technologies like Bluetooth Smart, entire shopping lists can be

delivered on-demand based on a particular grocery store and lists

can be dynamically organized based on in-store location.

Director, 451 Research

Focus: Customer experience strategies, cross-channel

communications, mobile experiences

Web: https://451research.com/analyst-team/analyst/Sheryl+Kingstone

SUMAIR DUTTA

“ The traditional driver for self-service investments was cost

elimination and the reduction of the burden on the service

organization. Now, there is the realization that customers often

resort to self-service channels as a first attempt.

Research Analyst Covering Customer Service and

Customer Experience, The Service Council

Focus: WFM, contact centers, multi-channel support

Web: http://servicecouncil.com/

STEVE BLOOD

“ The UC market continues to consolidate as digital workplace

employees look for new and different ways of working.

Research VP at Gartner

Unified communications, collaboration, contact center

Web: https://www.gartner.com/analyst/18762/Steve-Blood

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