Thought leadership

Here at Engage Business Media we always like to stay ahead of the curve, especially in these tumultuous times, and to that end we are launching our new ‘Forward Thinkers’ initiative. Our Forward Thinkers are all recognised thought leaders and influencers, and we are delighted to welcome them as our inaugural Forward Thinker partners.

Our initial international line up of a ‘super six’ Engage Customer Forward Thinkers is as follows:

Shep Hyken: Shep is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations.  He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.  Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®The Loyal CustomerThe Cult of the CustomerThe Amazement RevolutionAmaze Every Customer Every Time, and The Convenience Revolution.

Rebecca Brown: Rebecca is a highly experienced CX practitioner with an intense passion for customer excellence. During her career she has overseen the opening of several high-end retail art galleries, balancing the need for an exceptional experience with a drive for sales, successfully led customer experience and operations teams in the outsourcing, property and energy sectors – and was instrumental in ensuring a consistent and reliable customer experience at Purplebricks through a period of intense growth and subsequent IPO. Her customer experience consultancy (Think Wow) which she co-owns with her husband Daniel, provides training, e-learning and the design of customer experience strategy.

James Dodkins:  James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world, James uses this unique experience to energize, empower and inspire his clients and their teams as a ‘Customer Experience Rockstar’. Not only is he an international keynote speaker, #1 Best Selling author and host of Amazon Prime’s ‘This Week In CX’, James was also awarded the UK’s #1 Customer Experience Influencer in 2020 and The UK’s Most Outstanding CX Keynote Speaker in 2021.

Claire Boscq Scott: Claire is a  Mystery shopping and Customer Service specialist, Claire lives to inspire global businesses to thrive by delivering exceptional customer experiences in measuring and improving employees’ performances. No 5 Top 30 Global Customer Service Guru  UK Top 10 CX Influencer and CX Thought Leader 2020, with three decades of expertise in Mystery shopping and Customer Service, Claire, AKA The Busy Queen Bee, is an authority the Customer Experience Industry. She brings a more holistic and comprehensive approach to Employee and Customer eXperience.

Colin Shaw:  Colin is Founder & CEO of Beyond Philosophy LLC who help organizations grow by improving their Customer Experience and identifying hidden unmet needs. As a result, the Financial Times selected Beyond Philosophy LLC, as one of the best management consultancies for the last two years. – Colin is recognized by LinkedIn as one of the ‘World’s Top 150 Business Influencers’, as a result he has 289,000 followers of his work. – The Top 50 Customer Service Experts of the Decade (2010–2020) Nextiva – Brand Quarterly readers also voted him one of the ‘top 50 Marketing Thought Leaders’ over 50′ for two years in a row.

Mark Hillary: Mark Hillary is a British technology writer and analyst, based in São Paulo, Brazil. He studied Software Engineering and has an MBA from the University of Liverpool. Mark hosts the CX Files podcast – a weekly show focused on the future of customer experience. He frequently contributes to the global media, focused on technology and CX, with articles published by the BBC, Financial Times, Reuters, and Huffington Post. He has regular CX-focused columns in Intelligent Sourcing and Engage Customer. Mark has written several books focused on technology.

You can access the full list of Forward Thinkers and their exclusive articles here:

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