These 10 CX professionals are bringing their best game to the table and sharing their valuable experience in tips and blog posts. Following each one of them will help improve your CX game, too.
Our Favorite 2020 Customer Experience Blogs
1) Customer Bliss
For the “Godmother of customer experience,” Jeanne Bliss, it’s all about treating customers with dignity and respect. She helps brands understand how they want to be remembered and then guides them to taking actions and demonstrating behaviors to show customers how much they’re valued.
2) Blake Morgan’s Blog
Keynote speaker and CX futurist Blake Morgan preaches no matter where they live or what language they speak, all customers want to feel valued. Her articles, books, and speaking engagements bring the subject of CX to life in a compelling and entertaining way. She’s also the host of The Modern Customer Podcast and a weekly video series on YouTube.
3) CX Journey
Founder and CEO Annette Franz is an expert in helping organizations identify what drives both employees and CX. Named one of “The Most Influential Tech Women on Twitter,” she’s definitely one to follow if you want to learn how to transform your brand’s CX strategy.
4) My Customer
Providing valuable insights into engaging and providing customer service, the team at U.K.-based My Customer puts out a wealth of articles, white papers, webinars, and industry news updates. It also hosts a popular podcast.
5) The Michelli Experience
Dr. Joseph Michelli wants to teach brands how to consistently deliver memorable, profitable, and extraordinary customer experiences. Along with keynote and workshop presentations, he hosts a voluminous blog that shares insight and experience drawn from his work with companies like Starbucks, The Ritz-Carlton Hotel Company, UCLA Health Systems and more.
6) Customer Experience Matters
Authored by management transformist Bruce Temkin, this blog is written to help brands improve business results by engaging hearts and minds of their customers, employees, and partners. Focusing on what he calls Experience Management, or XM, the goal is for companies to examine their strategy, culture, customer service, branding, and leadership practices to see what improvements can boost their current CX.
7) Customer Experience Insight
Focusing on CX news and trends, this site brings actionable insights to help your organization discern what’s working with its current CX strategy. Christian Schappel, Michele McGovern, and Ken Dooley make up its editorial staff and their posts primarily focus on customer loyalty and retention, customer service, and customer relationship management.
8) Shep Hyken’s Customer Service Blog
Customer service and experience expert Shep Hyken is also the Chief Amazement Officer of Shepard Presentation. That alone should tell you this popular blog is about making customer service, customer loyalty, internal service, customer relations and, of course, the CX a fun reader experience as well.
9) CustomerThink
A global online community of business leaders author useful articles and blog posts on the CX, customer engagement, leadership, and technology. Founded by CEO and editor-in-chief, Bob Thompson, this independent research and publishing firm’s site serves 2.5 million visitors from over 200 countries per year.
10) Adrian Swinscoe
Consultant, writer, speaker, and workshop leader Adrian Swinscoe’s affable blog covers everything from customer retention to business purpose and culture as well as digital transformation. His formula for CX success? The perfect blend of simplicity, advocacy, and a touch of useful technology.
Bonus Blogs
Two other CX blogs we loved following in 2019 are Jim Tincher’s Heart of the Customer which helps brands chart the customer journey and drive measurable top- and bottom-line value, and PeopleMetrics, whose writers strive to teach organizations how to “humanize” their businesses by creating better personal and emotional connections with customers and employees.
If you aren’t yet following these blogs, we recommend you start doing so in 2020. If you use what you learn, your customers will thank you.
