In 2013, the widely-quoted Walker Customers 2020 report predicted that, by 2020, customer experience (CX) would overtake product quality and price as the key brand differentiator. That prediction was not only spot on, but it still holds true for 2023 and beyond, according to our recent survey of approximately 500 CX and IT leaders.

Customer experience trumped other key brand considerations, including product quality, corporate responsibility, employee experience, and price respectively, with 46% of CX and IT leaders saying customer experience would be the key differentiator in 2030.

Read the Customer Experience 2030 Vision Report

To stay in the know about customer experience insights, research, and best practices in 2023, we’ve curated a list of subject matter experts with more than 10,000 followers to follow on Twitter. Each of these influencers frequently tweet about customer experience using the hashtag #customerexperience or #CX.

Listed here in alphabetical order, we’ve included links to their Twitter profiles if you’d like to give one or many a follow to keep a continuous pulse on the evolution and increasing importance of customer experience.

  1. Jon Arnold, Tech Analyst/Owner, J Arnold & Associates
  2. Chip Bell, Founder, Chip Bell Group, Chip Bell Academy; Author, Inside Your Customer’s Imagination, Sprinkles: Creating Awesome Experiences Through Innovative Service, The 9 1/2 Principles of Innovative Service, Wired and Dangerous, Take Their Breath Away, Managing Knock Your Socks Off Service, Managers as Mentors, Magnetic Service, Customers as Partners: Building Relationships That Last
  3. Jeanne Bliss, Founder, CEO, Customer Bliss; Co-founder of the Customer Experience Professionals Organization (CXPA); Author of Chief Customer Author, Chief Customer 2.0, Would You Do That to Your Mother, and I Love You More than My Do
  4. Nate Brown, Senior Director of Customer Experience, Arise; Co-founder, CX Accelerator
  5. Annette Franz, CEO, CXJourney; Certified Customer Experience Professional (CCXP), Author, Built to Win, and Customer Understanding
  6. Dan Gingiss, Chief Experience Officer, The Experience Maker; Author, The Experience Maker
  7. Jesús Hoyos, Principal Consultant, CX2Advisory
  8. Shep Hyken, Chief Amazement Officer, Shepard Presentations; Certified Professional Speaker; Author, Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, The Convenience Revolution, and I’ll Be Back
  9. Tony Johnson, Founder, Ignite Your Service Training and Consulting, Certified Customer Experience Professional (CCXP); Author, Where to Start, Recipe for Service, and Together We Serve
  10. Zeus Kerravala, Founder, Principal Analyst, ZKResearch
  11. Flavio Martins, Senior Product Manager, DigiCert; Author, Win the Customer
  12. Sheila McGee-Smith, Founder, McGee-Smith Analytics
  13. Joseph Michelli, CEO, The Michelli Experience; Certified Customer Experience Professional (CCXP); Certified Professional Speaker; Author, Stronger Through Adversity, The Airbnb Way, Driven to Delight, Leading the Starbucks Way, The Zappos Experience, The Starbucks Experience, Prescription for Excellence, The New Gold Standard, and When Fish Fly
  14. Dave Michels, Founder, Principal Analyst, TalkingPointz
  15. Blake Morgan, Author, The Customer of the Future, and More is More
  16. Ben Motteram, Principal, CXpert
  17. Greg Ortbach, Director of CX, The Price Real Estate Team; CX Engagement Catalyst, Greg Ortbach Consulting
  18. Blair Pleasant, President, Principal Analyst, COMMfusion
  19. Bill Quiseng, Chief Experience Officer, BillQuiseng.com, CXPA Professional Member
  20. Colin Shaw, Founder and CEO, Beyond Philosophy; Author, The Intuitive Customer, Happy Employees Make Happy Customers, Unlocking the Hidden Customer Experience, Building Great Customer Experiences, The DNA of Customer Experience, Future Trends and Insights of Customer Experience, and Revolutionize Your Customer Experience
  21. Bruce Temkin, Head of Qualtrics XM Institute, CXPA Co-founder and Chair Emeritus
  22. Dennis Wakabayashi, Chief Collaborator, Team Wakabayashi; Adobe Experience League Advisory Board Member
  23. Jeannie Walters, CEO and Chief Customer Investigator, Experience Investigators; Certified Customer Experience Professional (CCXP); LinkedIn Learning instructor; Host of Crack the Customer Code and Experience Action
  24. Jeremy Watkin, Director of Customer Experience and Support, NumberBarn; CX Accelerator Advisory Board Member

Want more customer experience insights for 2023 and beyond? Download a complimentary copy of our Customer Experience 2030 Vision Report, highlighting eye-opening results from a survey of 500 CX and IT leaders.