Global Top 100 Professionals

Most CX influence is concentrated in one format or one geography. Dennis Wakabayashi has built an infrastructure that operates across podcasting, newsletter intelligence, video, alliance architecture, and physical summit work across multiple continents simultaneously.

The combination of a 637K-subscriber YouTube channel, a 144-episode global podcast, the ATLAS³ intelligence methodology, the CX Hall of Fame, and the Global CX Alliance creates a field infrastructure that functions independently of any single content cycle.

The kind of presence that makes the entire field more visible, more credible, and more connected. His platforms, communities, and field infrastructure serve practitioners at every level, in every country, and across every type of organization working to put the customer first.

The global CX field is increasingly defined by who can translate complex customer experience ideas into language that works across industries and cultures. Steven Van Belleghem has built his platform at that translation point.

His books, keynotes, and 2026 AI-era content give business leaders a clear framework for what customer relationships look like when technology handles routine interactions and humans handle everything else.

One of the most accessible and consistent translators of AI-era customer experience for global business audiences. His work helps leaders across industries understand what it means to build genuine relationships in a world where technology is changing how service is delivered.

Executive audiences need CX translated into business strategy, not practitioner theory. Blake Morgan has built her platform around that translation for over a decade, and her Modern Customer podcast and Forbes column keep that work current.

Her books, LinkedIn Learning content, and ongoing media output give C-suite audiences a durable and accessible case for customer experience investment.

A practitioner, educator, and community builder whose work reaches executives and frontline teams alike. Her platform demonstrates that customer experience is not a department but a way of doing business that every organization can aspire to.

Practitioner education in CX is underfunded relative to technology investment, and the gap between certified knowledge and real-world operating capability is one of the most persistent problems in the field. Ian Golding has made closing that gap the center of his work.

His global CX training, CCXP-aligned teaching, masterclasses, and conference keynotes give practitioners a structured path from awareness to operating competency.

A standard-bearer for what practitioner education in customer experience can look like. His global training and certification work raises the capability of the field itself, not just the individuals who go through it.

AI is the most consequential force reshaping customer experience, and practitioners need content that tracks that shift in real time rather than offering annual retrospectives. Greg Kihlstrom has built The Agile Brand into one of the highest-frequency CX and marketing technology platforms in the field.

With over 850 episodes and millions of downloads, The Agile Brand gives practitioners a weekly read on how AI, marketing technology, and customer experience are converging in enterprise environments.

One of the most productive and consistent voices at the intersection of technology and customer experience. His podcast ecosystem gives practitioners and leaders a reliable place to understand how AI and marketing technology are reshaping the field.

CX programs frequently produce insight without action, and practitioners need frameworks that turn measurement into operating decisions. Jeannie Walters has built Experience Investigators around closing that gap.

Her consulting infrastructure, LinkedIn Learning library exceeding 500,000 learners, and weekly content give practitioners the tools to move from CX aspiration to accountable execution.

A practitioner-educator whose work makes the discipline of journey management accessible and actionable. Her platform demonstrates that CX is a skill that can be learned, taught, and applied in any organization willing to do the work.

German-language CX practitioners have been systematically underrepresented in global rankings that harvest primarily from English-language sources. Gregorio Uglioni has built the CX Goalkeeper into one of the most complete German-language CX platforms in the world.

With 295 Apple Podcasts episodes, 350,000-plus downloads, and a guest list that spans CX executives across multiple continents, CX Goalkeeper creates real multilingual and cross-border field infrastructure.

A builder of one of the most complete German-language CX ecosystems in the world, opening the global field to practitioners who deserve resources in their own language. His work expands who gets to participate in the global conversation.

Customer-centric operating models are the organizational infrastructure that makes CX strategy sustainable. Annette Franz has made that infrastructure the center of her work at CX Journey Inc.

Her writing, speaking, and advisory work connect culture, employee experience, and operating systems to measurable customer outcomes, giving practitioners a framework for the organizational work that precedes any CX improvement.

A consistent and principled voice on what customer-centric operating models look like in practice. Her writing and advisory work give practitioners a framework for the organizational work that makes CX improvements sustainable rather than episodic.

Customer service education requires consistency as much as insight, and Shep Hyken has maintained both for longer than nearly anyone in the field. His annual State of Customer Service report gives practitioners a longitudinal read on consumer loyalty that no single-year study can replicate.

Weekly publishing, eight books, 3,000-plus articles, and a global speaking and training infrastructure keep his work current and accessible across practitioner levels.

One of the longest-serving and most consistent educators in customer service and experience. His annual research and weekly publishing give the field a longitudinal record of how consumer expectations and service quality are evolving together.

The chief customer officer role is still poorly defined in most organizations, and the practitioners who navigate it successfully need more than strategy frameworks. They need operating models built from real CCO experience. Jeanne Bliss has written that manual across five CCO tenures.

CustomerBliss and its community produce practitioner guidance on CCO operating models, customer-driven growth, and the institutional moves required to embed CX at the leadership level.

The practitioner who made the chief customer officer role legible. Her five CCO tenures and career-long commitment to customer-driven growth have given executives a model and a language for embedding CX at the leadership level.

AI adoption in customer service is moving faster than most organizations can evaluate it, and practitioners need a voice that covers the technology critically rather than promoting it. Adrian Swinscoe provides that through sustained publishing and interviewing across the Punk CX platform.

His podcast, books, and 2025 to 2026 content output give practitioners a consistent, evidence-grounded read on where AI in customer service is delivering and where it is not.

A principled and independent voice that keeps the field honest about what AI in customer service is actually delivering. His podcast and writing give practitioners the critical perspective they need alongside the optimistic narratives the market tends to produce.

AI is reshaping what contact centers and customer service operations look like, and the organizations that adopt it well need platforms and leadership that understand both the technology and the human experience it is meant to support. Barry Cooper operates at that intersection.

His work in AI-driven CX and CX Network recognition give practitioners and technology leaders a reference point for how AI can be deployed in service environments in ways that improve rather than degrade the customer relationship.

A practitioner operating at the frontier of AI-enabled service design, helping organizations understand what it means to use technology in ways that improve rather than diminish the customer relationship.

Digital transformation, AI, and customer experience are converging in ways that most organizations are not equipped to navigate. Brian Solis has spent his career at the leading edge of that convergence, and his 700,000-plus online audience reflects the scale of the audience that follows his work.

His research reports, ServiceNow global innovation center work, and current AI-first business design writing give executives a framework for understanding what digital and AI investment means for customer relationships.

A connector of digital transformation, AI, and customer experience for audiences that span industries and geographies. His platform reaches leaders who are working to understand how technology investment actually affects the people their organizations serve.

The commercial case for CX investment is the argument that most CX programs fail to make convincingly. Tiffani Bova has built her career at that intersection of growth strategy, employee experience, and customer outcomes.

Her research output, masterclasses, and public writing translate the CX investment case into commercial and strategic language that executive teams can act on.

A researcher and strategist whose work helps executives see customer experience as a growth lever rather than a cost center. Her commercial framing gives CX practitioners stronger language for the conversations that matter most at the leadership level.

Portuguese and Spanish-speaking CX markets are growing in institutional sophistication, and the practitioners who can operate across those markets and the English-speaking world have a significant advantage. Camila Ferreira operates across all three.

Her revenue-and-loyalty-focused CX work, Global CX Alliance Founder role, and Limitless Talks platform give practitioners in Latin America, Europe, the US, and the UAE a locally grounded and commercially oriented CX education.

A practitioner whose work bridges Latin America, Europe, and the United States, demonstrating that CX excellence is not confined to any single language, market, or culture. Her presence in the field expands what global looks like.

Global CX influence is frequently measured by content volume and follower count. Ladislau Batalha is the clearest proof that those metrics miss the operators who actually move the field. He has lived and worked in Portugal, Brazil, Egypt, Germany, and Dubai, and built CX programs across Europe, the Middle East, and South America.

His executive routing through the Portugal-UAE corridor, summit chairing at CX Summit Lisbon, Portuguese Diaspora Council role, and Portuguese Business Council in Dubai board position create cross-border field infrastructure that most content-first practitioners cannot replicate.

A practitioner who has built customer experience across five countries on three continents, carrying lived operational knowledge that most practitioners learn only theoretically. His presence in the field is proof that great CX work happens everywhere.

The boundary between employee experience and customer experience is where many CX programs stall. Stacy Sherman has built Doing CX Right around making that boundary navigable for operators who manage both.

Her podcast, 30,000-plus follower community, and ICMI Hall of Fame recognition give practitioners a research-backed framework for connecting frontline capability to customer outcomes.

A community builder and educator whose Doing CX Right platform creates the kind of space where practitioners can grow alongside each other. Her work demonstrates that the field advances faster when people build together than when they work alone.

Trust and customer loyalty are the economic foundations of sustainable CX investment, and the organizations that measure them well have a structural advantage over those that rely on satisfaction scores alone. Colin Shaw has built Beyond Philosophy around making that argument with data.

His 295,000-plus LinkedIn followers, 80,000-plus newsletter subscribers, and podcast in the top five percent give practitioners an unusually transparent and evidence-based perspective on behavioral science applied to customer experience.

A practitioner who has spent decades making the behavioral science of customer experience accessible to practitioners and executives who need it. His platform gives the field one of its most transparent and data-grounded voices.

Customer loyalty economics and the relationship between Net Promoter thinking and earned growth are the frameworks through which most enterprises justify CX investment. Rob Markey has been at the center of that conversation through Bain's NPS and earned growth practice.

His Customer Confidential podcast, Bain research, and writing on AI-CX trade-offs give practitioners a research-grounded perspective on what customer economics look like in an era of algorithmic optimization.

One of the architects of the language through which enterprises justify CX investment. His work on loyalty economics and earned growth continues to give practitioners the vocabulary they need to make the case for what they do.

Memorable customer experiences are the ones that generate advocacy, and advocacy is the mechanism through which CX investment compounds over time. Dan Gingiss has built The Experience Maker around the mechanics of creating those moments.

His WISER framework and operating history at McDonald's, Discover, and Humana give his writing and speaking an operating anchor that distinguishes his work from purely theoretical CX commentary.

A practitioner and author whose work on memorable experience gives teams a clear and actionable target. His frameworks help organizations move from abstract aspiration to the specific design decisions that create experiences worth talking about.

Executive forums are where CX investment decisions are actually made, and the practitioners who appear in those forums with credibility carry influence that publishing metrics rarely capture. Horst Remes operates in that executive-forum layer.

His positioning as a global CX voice at CX Summit Lisbon 2026 and continued presence in executive-facing CX ecosystems give him reach into the decision-making tier that many higher-profile content creators do not access.

A practitioner whose influence operates through executive forums and institutional channels, reaching the decision-makers whose support determines whether CX programs survive and scale inside their organizations.

Service culture is one of the most durable competitive advantages in customer-facing businesses, and the organizations that build it intentionally outperform those that assume it will emerge on its own. John DiJulius has made building service culture his career.

The DiJulius Group's executive academy, weekly publishing, and practitioner training give organizations a complete service-culture education system anchored in real enterprise case studies.

A practitioner who has made service culture education his life's work, giving organizations the tools to build the human foundation that technology alone cannot create. His academy work has shaped how generations of service leaders think about their role.

Building a global CX infrastructure requires someone who can operate across countries, languages, and organizational contexts simultaneously. Cristiani Oliveira has done that as COO of LAB Experience and architect of CX Summit Lisbon.

Her work across 15 countries and four continents, Portuguese and Spanish language capability, and Alliance Founder role create the kind of cross-border field infrastructure that publishing metrics alone cannot measure.

A practitioner and infrastructure builder whose work across 15 countries and four continents demonstrates that the global CX field is exactly that: global. Her summit and alliance work creates the connective tissue between communities that might otherwise never find each other.

Latin American CX practice is developing its own institutional voice, and the region's practitioners increasingly need resources that reflect their specific market context rather than translating from English-language frameworks. Maria Soledad Solis has built her work at that point.

Her journey design and practitioner education work give Latin American CX professionals a locally grounded resource that addresses the real operating conditions of their markets.

A practitioner whose regional presence in Latin America gives the field a voice in one of the world's most important and rapidly developing CX markets. Her work makes the global conversation genuinely more global.

Multilingual CX influence is rare, and the practitioners who can operate across French and English-speaking markets carry a structural advantage in a field where most global content is produced in English alone. Claire Boscq operates across both.

Her speaking, publication reach, and employee wellbeing focus give practitioners in French and English-speaking markets a framework for the culture and people side of customer experience.

A practitioner whose multilingual presence across French and English-speaking markets demonstrates that customer experience excellence crosses language boundaries. Her work expands access to the field for practitioners who have historically been underserved by English-only resources.

Brazilian CX practice is one of the largest underrepresented fields in global rankings. Roberto Madruga has been building the institutional infrastructure for that market through training, community, and cross-border event work.

His practitioner education and community building give Brazilian and wider Lusophone CX professionals a locally grounded foundation that global English-language content cannot fully replace.

A practitioner and educator whose work in Brazil and across the Lusophone world gives the field a voice in one of its most significant and underrepresented markets. His community building creates access for practitioners who deserve a seat at the global table.

Journey design and customer operations require practitioners who can translate strategic intent into repeatable processes. Michelle Couture has built her work around that operational translation challenge.

Her journey operations and CX governance work give practitioners in complex organizational environments a framework for building customer experience programs that sustain improvement over time.

A practitioner whose journey operations work gives organizations a practical framework for the governance and accountability work that turns CX intention into CX performance.

Evidence-based CX practice requires analytical discipline that many organizations lack. Deborah Honig has built her advisory work around applying that discipline to the measurement and design questions that CX programs face.

Her evidence strategist work gives practitioners a framework for building measurement systems and design approaches that produce insight rather than data volume.

A practitioner whose evidence-based approach to CX advisory gives organizations the analytical discipline to measure what matters and make decisions that hold up over time.

CX practitioner communities are the infrastructure through which the field educates itself. Nate Brown built CX Accelerator as that infrastructure before most CX practitioners had discovered the need for it, and his work at Metric Sherpa extends that community-first orientation.

His education, community building, and contact center CX convergence work create the peer infrastructure that individual publishing cannot replicate.

A community builder whose work has created practitioner infrastructure that the field would be significantly poorer without. His investment in peer-to-peer education and community gravity demonstrates that the best CX work is built together.

Experience management as a discipline requires a shared vocabulary, and Bruce Temkin spent 15 years at Forrester and the XM Institute building that vocabulary for the field.

His research, frameworks, and current writing on culture, trust, and human-centered leadership give practitioners a conceptual foundation that sustains influence well beyond any single publication cycle.

One of the architects of experience management as a discipline. His decades of framework and research contribution have given the field a shared vocabulary and conceptual foundation that practitioners everywhere still draw from.

B2B customer experience has historically been underserved by a CX field that focuses primarily on consumer journeys. Jim Tincher has built Heart of the Customer around proving that B2B organizations need the same journey discipline.

His research consistently shows the commercial return on journey management in business-to-business markets, giving B2B practitioners the evidence base they need to justify CX investment.

A researcher and practitioner whose work on B2B journey management gives the field rigorous evidence that customer experience investment produces commercial returns in business-to-business contexts. His work expands what CX can claim as its own.

Journey mapping is one of the most widely adopted and most poorly executed tools in CX practice. Kerry Bodine has built Bodine and Co. around the argument that journey maps only work when they are built to drive decisions rather than document processes.

Her writing, consulting, and Forrester-era research give practitioners a more rigorous approach to journey design that connects the tool to governance and measurement.

A practitioner and author whose journey design work has given the field some of its most practical and intellectually rigorous tools. Her commitment to rigor over popularity has made her work more durable than trend-driven alternatives.

CX practice in Asia and the Middle East has its own operating context, and the practitioners who understand that context have an advantage that purely English-language frameworks cannot provide. Santhakumaran Atmalingam has built his work at that regional intersection.

His journey operations work gives practitioners in Asia and MENA markets a locally grounded framework for building and sustaining customer experience programs.

A practitioner whose cross-regional presence across Asia and the Middle East gives the global field a voice in markets that deserve more recognition and more resources than they have historically received.

Global enterprise CX requires practitioners who can operate across cultural, linguistic, and organizational boundaries. Ricardo Saltz Gulko has built his advisory work around that cross-border challenge.

His journey design and governance work give global enterprise practitioners a framework for building CX programs that function consistently across different markets and organizational contexts.

A practitioner whose global enterprise advisory work gives organizations operating across multiple countries and cultures a framework for building CX programs that function consistently wherever their customers are.

Social media changed the economics of customer service by making every interaction potentially public. Jeff Sheehan has tracked that shift and built his work around helping organizations turn social channels into genuine service and trust-building platforms.

His social customer service and CX economics work give practitioners a framework for designing service experiences that use public channels as competitive assets rather than risk factors.

A practitioner whose social CX work has helped organizations understand that every public interaction is an opportunity to demonstrate their values and build relationships that extend far beyond the original transaction.

Retail and e-commerce CX is one of the most visible and fastest-changing areas of customer experience practice. Oliver Banks has built his work at the intersection of retail operations and customer experience design.

His retail CX advisory and writing give practitioners in retail and e-commerce environments a framework for designing customer experiences that work at operational scale.

A practitioner whose retail and e-commerce CX work gives organizations in one of the most competitive and rapidly evolving customer-facing sectors a clear framework for designing experiences that earn loyalty rather than just transactions.

AI-enabled contact center operations are transforming how organizations deliver customer service at scale. Jim Iyoob has built his work at the center of that transformation, helping practitioners navigate both the technology and the organizational change it requires.

His AI service design and contact center operations work give practitioners a practical framework for implementing AI in ways that improve service quality and operational economics simultaneously.

A practitioner operating at the intersection of AI and contact center experience, helping organizations navigate one of the most consequential technology transitions in the history of customer service.

B2B customer experience requires a different design approach than consumer CX, and the organizations that apply consumer frameworks to B2B contexts tend to get disappointing results. Michael Hinshaw has built McorpCX around that distinction.

His consulting, writing, and research give B2B practitioners frameworks and case studies that are directly applicable to complex buying and service relationships rather than adapted from consumer contexts.

A practitioner whose B2B focus gives the field rigorous evidence and frameworks for the complex, relationship-intensive customer environments that most consumer CX frameworks were not designed to address.

Lusophone CX is structurally larger than most English-language rankings reflect, and the practitioners who build field infrastructure in Brazilian and Portuguese markets are filling a gap that the global field has not yet acknowledged. Leonardo Pallotta operates in that gap.

His AI-enabled CX work and field building in the Brazilian market give Lusophone practitioners a locally relevant framework for modern customer experience design and delivery.

A practitioner building AI-enabled CX infrastructure in Brazil, demonstrating that the frontier of modern customer experience is being shaped in Lusophone markets alongside any other part of the world.

Latin American CX practice is developing its own frameworks and community infrastructure, and the practitioners who lead that development carry influence that English-only rankings routinely miss. Francisco Zapata has been part of that development.

His journey design and CX operations work give Latin American practitioners a locally grounded framework for building customer experience programs that reflect the realities of their markets.

A practitioner whose Spanish-language CX work gives the global field a voice in Chile and the wider Latin American Spanish-speaking world, expanding the geographic and linguistic reach of what global CX looks like.

Brazilian CX practice is one of the fastest-growing fields in Latin America, and the practitioners who convene and educate its community carry influence that extends well beyond their individual publishing output. Bruno Guimaraes has built his work around that community role.

His employee champion work and community building give Brazilian CX practitioners the peer infrastructure and shared language they need to develop the field.

A community builder whose work in Brazil creates the peer infrastructure that accelerates the development of an entire regional field. His investment in community demonstrates that the field grows faster when practitioners build it together.

CX practice in Chile and the broader Latin American Spanish-speaking market is developing its own institutional infrastructure. Rodrigo Edwards has been part of that development through consulting, community work, and field building.

His journey operations work gives Chilean and wider LATAM practitioners a locally grounded framework for customer experience governance and improvement.

A practitioner whose CX consulting work in Chile and Latin America gives regional organizations the frameworks they need to design and deliver customer experiences that reflect their own market realities.

CX economics in Brazilian and Lusophone markets requires practitioners who can connect customer experience investment to the commercial and regulatory realities of those markets. Heverton Anunciacao has built his work around that economic framing.

His economics-oriented CX work gives Brazilian practitioners a framework for translating customer experience decisions into financial and commercial language that executives in their market can act on.

A practitioner whose economics-oriented CX work in Brazil gives organizations in Lusophone markets the commercial language they need to make CX investment decisions that their executives and boards can act on.

Asia-Pacific CX practice has distinct operating characteristics, including a high proportion of regulated industries and a strong emphasis on frontline culture. Luke Jamieson has built his platform at the intersection of employee experience and customer experience in that context.

His community work, writing, and speaking give Asia-Pacific practitioners a locally relevant perspective on the EX-CX connection that global content rarely provides.

A practitioner whose Asia-Pacific work gives the global field a voice in a region whose CX development is accelerating rapidly and whose practitioners deserve recognition for the sophisticated work they are producing.

CX leadership requires executives who can navigate the organizational politics of CX investment as well as the technical questions of design and measurement. Donna Peeples has built her advisory work around supporting leaders through both.

Her executive CX advisory gives CX leaders a framework for building the organizational support and capability that CX programs need to sustain improvement over time.

A practitioner whose executive CX advisory work gives leaders the organizational navigation skills they need to build programs that can survive the political and structural pressures that cause most CX initiatives to stall.

CX investment in financial services requires practitioners who can connect customer experience to the commercial and regulatory realities of financial institutions. Mary Brodie has built her advisory work at that intersection.

Her CX economics work gives financial services practitioners a framework for making the case for CX investment in terms that their regulatory and commercial stakeholders can act on.

A practitioner whose financial services CX work gives organizations in one of the world's most regulated and consequential customer-facing sectors a framework for connecting experience to economics in terms that matter to boards and regulators alike.

CX programs frequently fail not because of bad strategy but because they cannot move from insight to action. Bill Staikos has built his work around closing that gap through governance, measurement, and operating systems.

His writing, speaking, and community work help practitioners build the organizational accountability structures that turn CX intention into CX performance.

A practitioner whose governance and operations work gives organizations the structural discipline that turns CX strategy from an aspiration into an accountable program with clear ownership and measurable outcomes.

Customer loyalty is increasingly driven by experience quality rather than program mechanics, but most organizations still invest more in points systems than in the moments that actually create devotion. Brittany Hodak has built her superfan framework around that distinction.

Her book, speaking, and media work translate behavioral insights about fandom and loyalty into practical guidance for organizations that want customers to advocate rather than just return.

A practitioner and author whose superfan framework gives organizations a clear model for what genuine loyalty looks like and how to design experiences that produce advocacy rather than just retention.

Service recovery is the moment that most determines long-term customer loyalty, and the organizations that handle it well have a structural advantage over those that treat complaints as costs to be minimized. Zack Hamilton has built his work around that recovery moment.

His writing and speaking on service recovery, customer retention, and turning friction into loyalty give practitioners a practical framework for the interactions that matter most.

A practitioner whose work on service recovery gives organizations a framework for the moments that matter most in a customer relationship: not the moments that go perfectly, but the moments that go wrong and go right.

UK CX research and consulting operates under both commercial pressure and regulatory scrutiny. Christopher Brooks has built his profile in that environment through research, writing, and practitioner education that meets both standards.

His CX consulting and research work provide an evidence-grounded perspective on what CX measurement and delivery look like in regulated and data-intensive environments.

A practitioner whose evidence-based approach to CX research and consulting gives organizations in regulated and data-intensive environments the rigor they need to make decisions that hold up under scrutiny.

Organisations frequently invest in CX strategy without building the operational capability to execute it. Chris Luxford has made closing that strategy-to-execution gap the focus of his advisory work.

His CX operations and governance work give practitioners in complex organizational environments a practical framework for turning CX ambition into measurable operational improvement.

A practitioner whose operational CX work gives organizations the practical governance and accountability frameworks they need to sustain customer experience improvement over time rather than cycling through initiatives.

Behavioral economics is one of the most underused tools in CX design. Roger Dooley has built his Brainfluence platform around making behavioral science accessible to practitioners who want to design experiences that work with how customers actually think and decide.

His writing, podcast, and speaking give practitioners a framework for applying behavioral science to customer experience design in ways that produce measurable improvements in conversion, loyalty, and satisfaction.

A practitioner and author whose behavioral science work gives the field one of its most accessible and applicable frameworks for designing experiences that work with how customers actually think, decide, and remember.

IT service management and customer experience are converging as enterprise technology becomes a primary customer touchpoint. Roy Atkinson has built his advisory work at that convergence.

His service management and CX metrics work give IT and CX practitioners a framework for designing and measuring service experiences that meet both technical and customer quality standards.

A practitioner whose crossover work between IT service management and customer experience gives organizations a framework for closing one of the most persistent gaps in enterprise CX: the gap between internal service delivery and external customer experience.

Contact center and customer service media require journalists and analysts who understand both the business and the human dimensions of service operations. Beth Schultz has covered that intersection with analytical depth throughout her career.

Her reporting and analysis give practitioners and executives an independent read on where contact center and CX technology investment is delivering and where it is falling short of its promises.

A practitioner and media professional whose analytical reporting gives the field an independent perspective on where contact center and CX technology investment is delivering genuine value and where it is falling short of its promises.

Portuguese CX practice is building its own institutional infrastructure, and the Lisbon Summit represents a significant investment in that build. Manuela Doutel Haghighi operates in that environment with a journey design orientation that bridges Portuguese and broader European CX practice.

Her CX journey work gives Portuguese and European practitioners a framework for customer experience design that is grounded in the specific operating conditions of the Lusophone market.

A practitioner whose CX work in Portugal gives the field a voice in a market that is developing rapidly and whose practitioners are building infrastructure that will serve the broader European and Lusophone CX community for years.

Lebanon and the broader Levant CX market face unique operating challenges that most global CX frameworks do not address. Jihane Srour Tehini has built her trust-focused CX work in that context, creating a locally grounded perspective that regional practitioners need.

Her trust economics and CX advisory work give practitioners in Lebanon and the wider Arab-speaking Levant market a framework for building customer experience programs in complex and rapidly changing environments.

A practitioner whose trust-focused CX work in Lebanon and the Levant gives the global field a voice in one of the world's most complex and resilient market environments, demonstrating that CX practice is relevant and necessary everywhere.

The UAE and Gulf CX market represents one of the fastest-growing investment areas in global service design. Lina Yahya has built her trust economist work in that environment, creating a locally grounded perspective on how trust is built and measured in Arab-world service contexts.

Her trust-focused CX work gives UAE and Gulf practitioners a framework for building and measuring customer trust in markets where service quality expectations are rising faster than most organizations can adapt.

A practitioner whose trust economics work in the UAE gives organizations in the Gulf region a framework for building the kind of customer trust that drives loyalty in markets where service excellence has become a national priority.

Arabic-language CX media and community infrastructure are one of the most significant gaps in the global field. Faran Niaz has been building in that gap through the CX Arabia platform and community work that gives Arab-world practitioners a resource in their own language.

His AI service design and Arabic-language CX community building give MENA practitioners the field infrastructure they need to develop their discipline in a locally relevant context.

A practitioner building Arabic-language CX infrastructure that the global field has needed for years. His community work creates access to the discipline for millions of practitioners who have historically been underserved by English-only resources.

Sri Lanka and South Asian CX practice has its own operating context, and the practitioners who lead that field carry influence that English-only global rankings routinely miss. Sandra de Zoysa has built her employee champion work in that context across a long enterprise CX career.

Her culture and employee experience work give South Asian CX practitioners a framework for building the frontline capability and organizational culture that sustainable customer experience improvement requires.

A practitioner whose employee champion work in Sri Lanka gives the global field a voice in South Asia and demonstrates that the connection between workforce wellbeing and customer experience quality is a universal truth, not a market-specific observation.

The UAE CX market is one of the most active in the world, and the practitioners who operate in it with executive-level credibility carry significant influence across the Gulf region. Philip Joseph has built his journey operations work in that environment.

His CX governance and journey design work give Gulf-region practitioners a framework for building customer experience programs at the scale and ambition level that regional investment demands.

A practitioner whose journey operations work in the UAE gives Gulf-region organizations a framework for designing and governing customer experiences at the level of ambition and investment that the region is demonstrating.

South African CX practice is one of the most dynamic in the African continent, and its practitioners face the challenge of building field infrastructure in a market with significant economic complexity. Julia Ahlfeldt has built her evidence strategist work in that context.

Her research-based CX advisory gives South African practitioners an evidence-grounded framework for customer experience design that is anchored in the realities of their market.

A practitioner whose evidence-based CX advisory in South Africa gives the field a rigorous and research-grounded voice in one of Africa's most dynamic markets, demonstrating that analytical discipline in CX practice is a global standard.

CX governance and journey design in South African markets require practitioners who understand both the discipline and the local operating context. Francois Retief has built his work at that intersection.

His journey operations work gives South African and sub-Saharan practitioners a framework for building customer experience programs that function within the regulatory and commercial realities of their markets.

A practitioner whose journey operations work in South Africa gives organizations on the continent a framework for building customer experience programs that reflect the realities of their markets rather than importing templates from elsewhere.

Employee experience is the direct input to customer experience, and organizations that invest only in the customer side of that equation tend to get diminishing returns. Grace Brown has built her work around making that connection explicit in the South African market.

Her employee champion work gives South African organizations a framework for connecting workforce development and culture to the customer outcomes they are trying to improve.

A practitioner whose employee experience work in South Africa gives organizations a framework for connecting the wellbeing and capability of their workforce to the quality of experience their customers receive.

Zimbabwe and sub-Saharan African CX practice is developing its own institutional voice, and the practitioners who lead that development carry influence that global rankings consistently undercount. Marilyn Rukande has been building that voice.

Her employee champion work gives Zimbabwean and wider sub-Saharan practitioners a framework for building the internal culture and frontline capability that sustainable customer experience requires.

A practitioner whose work in Zimbabwe gives the field a voice in sub-Saharan Africa and demonstrates that the development of CX as a discipline is happening across the entire continent, not only in its most visible markets.

East African CX practice is one of the fastest-developing fields on the continent, and Kenya's position as a regional technology and services hub makes its practitioners particularly influential across the broader region. Alma Angela Olela has built her work in that context.

Her journey operations work gives East African practitioners a framework for customer experience design that reflects the specific operating conditions and customer expectations of their market.

A practitioner whose journey operations work in Kenya gives East Africa a voice in the global CX field and demonstrates that the next generation of CX innovation is being built across the African continent.

AI is reshaping customer service delivery in Kenyan and broader African markets, and the practitioners who can navigate that shift while maintaining service quality have a significant competitive advantage. Richie Sobayeni has built his AI service builder work in that context.

His AI and CX work gives Kenyan organizations a framework for deploying AI in customer service in ways that improve both the customer experience and the operational economics of service delivery.

A practitioner whose AI-CX work in Kenya gives African organizations a framework for navigating the technology transition in customer service in a way that is grounded in the realities of their markets.

Zimbabwe and the broader sub-Saharan African CX community is developing its own practitioners and field infrastructure. Tatiana Ndlovu has been building that infrastructure through community work and practitioner education.

Her employee champion work gives Zimbabwean and sub-Saharan practitioners a framework for connecting the human dimensions of workforce development to the customer experience outcomes organizations want to achieve.

A practitioner whose employee champion work in Zimbabwe gives the field a voice in a market whose CX community is growing and whose practitioners are building the infrastructure the field will need as the continent develops.

CX governance and journey operations in complex organizational environments require practitioners who can navigate both the strategic and operational dimensions of customer experience improvement. Michelle Acton has built her work at that intersection.

Her journey operations work gives practitioners in complex organizations a practical framework for building the governance and accountability structures that turn CX strategy into sustained performance.

A practitioner whose journey operations advisory work gives organizations navigating complex environments a practical framework for building and sustaining customer experience programs that work at organizational scale.

Employee wellbeing and customer experience are connected in ways that most organizations have not fully mapped. Gaya Byrne has built her work around making that connection explicit and actionable for the organizations she advises.

Her employee champion work gives organizations a framework for understanding how workforce wellbeing and culture connect to the customer experience their frontline teams deliver.

A practitioner whose employee wellbeing work gives organizations a framework for understanding that the human foundation of customer experience is not separate from the business case but central to it.

Singapore is one of the most important CX and technology hubs in Asia, and its practitioners carry influence across Southeast Asia and the broader Asia-Pacific region. Simon Goh has built his AI service builder work in that context.

His AI and CX work gives Singapore and Southeast Asian organizations a framework for deploying technology in customer service in ways that improve both the experience and the economics of service delivery.

A practitioner whose AI-CX work in Singapore gives Southeast Asia a strong voice in the global field and demonstrates that some of the most sophisticated customer experience and technology work in the world is being done across Asia.

Journey governance and CX operations in the Singapore and Southeast Asian market require practitioners who understand both the discipline and the local business context. Irene Lim has built her work at that intersection.

Her journey operations work gives Singapore and Southeast Asian practitioners a framework for building customer experience programs that function within the regulatory and commercial realities of their markets.

A practitioner whose journey operations work in Singapore gives organizations across Southeast Asia a framework for building customer experience programs that function in the region's dynamic and digitally sophisticated markets.

Trust is the most valuable and most fragile asset in customer relationships, and the practitioners who can measure and build it systematically have an advantage that practitioners focused only on satisfaction cannot match. Jaslyin Qiyu has built her trust economist work in the Singapore market.

Her trust-focused CX work gives Singapore and wider Asian practitioners a framework for building and measuring customer trust in markets where service quality expectations are rising and digital alternatives are abundant.

A practitioner whose trust economics work in Singapore gives the field a voice in one of Asia's most important financial and technology hubs, demonstrating that trust measurement is a universal discipline with local applications.

French-language CX practice is growing but remains underserved by global content ecosystems that produce primarily in English. Julien Dahmoun has built his AI and CX work in the French and MENA markets, creating a resource that bridges both.

His AI service design and French-language CX work give practitioners in France and Francophone markets a framework for understanding and implementing AI in customer experience contexts.

A practitioner whose French-language AI and CX work gives both European and MENA markets a resource that most global CX publishing has never provided. His presence in the field makes the global conversation genuinely more inclusive.

Asian CX practice spans multiple languages and cultures, and the practitioners who can operate across that complexity have a structural advantage over those working in a single market. Chanelle Wang has built her work at that cross-market intersection.

Her journey operations work gives Asian practitioners a framework for customer experience design that accounts for the cultural and linguistic complexity of markets that most global CX frameworks treat as a single entity.

A practitioner whose cross-market work across Asia gives the global field a voice in the rich diversity of customer experience contexts that the continent encompasses, challenging the idea that any single framework can serve all markets equally.

CX practice in emerging markets requires frameworks that account for the specific operating conditions of those markets rather than applying templates designed for mature Western economies. Riana R. has built her work around that locally grounded approach.

Her journey operations and CX advisory work give practitioners in emerging market contexts a framework for customer experience design that reflects the real conditions and customer expectations of their markets.

A practitioner whose locally grounded CX advisory gives organizations in emerging markets a framework that reflects their own realities rather than asking them to adapt frameworks designed for entirely different contexts.

AI and data strategy are converging with customer experience in ways that require practitioners who can speak both languages fluently. Asha Saxena has built her work at that intersection through executive education and advisory work.

Her AI and data strategy work gives executives and CX practitioners a framework for using data and AI capabilities to improve customer outcomes rather than just operational efficiency.

A practitioner whose AI and data strategy work gives executives and CX leaders a framework for using the information their organizations already have to design experiences that are more personalized, more relevant, and more valuable to the people receiving them.

AI adoption in customer experience is moving faster in some markets than others, and practitioners in emerging AI markets need resources that help them navigate both the technology and the organizational change it requires. Kashyap Kompella has built his work at the AI and CX intersection in the Indian market.

His AI service design and strategy work give practitioners in India and Asia a framework for evaluating and implementing AI tools in the context of their specific market conditions.

A practitioner whose AI and CX advisory work in India gives one of the world's largest and fastest-growing technology markets a locally grounded framework for deploying AI in customer service in ways that reflect the specific realities of that market.

Customer experience and organizational innovation are connected in ways that most organizations have not fully mapped. Thomas Koulopoulos has built his work around making those connections visible for executives who need to understand how CX investment intersects with broader organizational transformation.

His evidence strategist work gives executives and practitioners a framework for understanding how customer experience investment connects to organizational resilience and competitive positioning.

A practitioner and author whose work on organizational innovation and customer experience gives leaders a framework for seeing how the two are connected and why investment in one tends to produce returns in the other.