It’s the most wonderful time of the year. A month when we celebrate CXM’s contributors, CX&EX professionals, practitioners, and enthusiasts. But who are they?
The contributors of Customer Experience Magazine are deep thinkers, explorers, analysts, narrative curators and the core part of our work. They come from different countries, cultures, and backgrounds, which helps us create a view of CX that questions cultural norms and industry standards. They are CXPs, CCXPs, speakers, podcast hosts, researchers, trendsetters.
They are the soul of our magazine. Over the past 12 months, we published almost 300 thought leadership pieces, interviews, and case studies – from real estate, healthcare, retail, and telecommunication, just to name a few. Today, we want to celebrate our most read contributors in 2022 and thank them for their commitment to our magazine. Thank you for contributing to our mission.
Ginger Conlon
An award-winning editorial leader who has covered CX and marketing for the majority of her career, Ginger Conlon is currently thought leadership director at Genesys and co-host of its Tech Talks in 20 podcast. In her prior roles as chief editor of Direct Marketing News, 1to1, and CRM magazines, she set the editorial vision and strategy, which led to increased readership, reader engagement, and revenue. She’s a sought-after speaker and has been cited on several lists of notable industry insiders to follow on social media. Ginger received a DMCNY Silver Apple lifetime achievement award for her contributions to the marketing industry.
- Culture of belonging: the importance of community in the CX workforce
- Build a culture of learning to retain CX employees
- Top three trends in healthcare CX
- Time to Emphasise Real-Time CX Metrics
Ambrish Parmer
Customer-centric and outcome-oriented leader and board advisor, passionate about building future-facing transformative capabilities that deliver growth and market performance. “My purpose is to partner with clients to shape and deliver corporate outcomes”. Ambrish’s articles are focused on vulnerability in CX, sustainable strategies, and diversity, equity and inclusion. With Ambrish, we are safe to always get content that challenges opinions, and puts humans at the heart of any discussion.
- The reality of vulnerability within CX
- How Diversity, Equality, Inclusion & Sustainability can supercharge your business transformation
- Are we living the illusion of sustainability? Looking at climate change
Anna Noakes Schulze
Anna Noakes Schulze is Head of Community Experience at TheNTWK, the online community for digital business innovators, and a founding member of the Women in CX community. For more than 20 years, Anna has been dedicated to human-centred digital experiences that enable connection, community and commercial success. Working at the intersection of UX/CX and digital business innovation, her mission is to extend the human touch into the virtual world.
Anna was one of our CX Day: Real Talk 2022 event guest speakers where she helped us understand the complexity of the metaverse, Web 3, and digital transformation strategies. We will hear more from Anna about these topics in 2023. For now, check her most read and shared article about one of the award winning initiatives.
Zarina Pasalic
Zarina is Director of Digital Customer and Partner Experience at Cisco, ensuring tech-driven innovations are meeting the ever-changing needs of business clients. She has over 20 years’ experience of driving transformational customer-centric change, optimising the customer journey, and streamlining the digital experience (DX). Right after we came out of the pandemic, Zarina helped us understand what’s hepening in the workplace and what leaders need to keep in mind to keep their employees safe.
- The Great Recalibration: the workplace burnout crisis
- What will corporate happiness look like in a hybrid work environment?
- Are you building a check-up or check-in workplace culture?
Olga Potaptseva
Olga Potaptseva is the Founding Director for the European Customer Consultancy that specialises in Agile CX Implementation. Olga is a strategic advisor and mentor to CX professionals across multiple industry verticals and geographies, from the Middle East to the UK. She is an Executive Director for the Customer Institute, a founding member for Women and CX, a keynote speaker and an author.
- Supplier Experience Management in the post-Covid world
- Avoid management burnout with agile practices
Olga is the author of the article CX Activation: Doing Like You Mean It (page 27) written for CXM Review. Check her article by downloading your free copy of our magazine.
Rachel Williams
Rachel Williams is the Founder and Senior Consultant at The Experience Corporation. Rachel previously worked at major retail stores, Santander bank and the U.K’s Financial Ombudsman Service.
Throughout her career, she has consulted consumers about complaints, provided technical advice to large banks and investigated various complaints about banking, insurance and investment issues. Rachel is our valuable community member who helped us improve our processes with her insightful feedback.
- How digitalisation can improve the patient experience
- The 7 habits of a highly effective CX trainer
- 10 key indicators of burnout and its impact on the workplace
Chloe Woogler
Chloe Woolger is Commercial Director for Customer Experience at Kantar UK. Chloe has worked across the CX and research industry for over 10 years, advising clients on how to better understand their customers and improve the overall experience they deliver. Most recently she helped launch Kantar’s CX+ ranking in the UK, a unique ranking that measures the gap between customer experience and brand promise.
In 2022, Chloe wrote two articles our readers absolutely loved. Chloe is also one of the contributing writers of our CXM Review (page 9) published in October this year. Chloe is also one of the top CXMStars of 2022. We are delighted to have the opportunity to collaborate with such a professional.
Chloe is the author of the article In the Age of Inflation, Building Trust is Business-Critical (page 9) written for CXM Review. Check her article by downloading your free copy of our magazine.
Dora Birna
Dora Birna is parcelLab’s Vice President of Global Marketing & Growth. With over 16 years of leadership and global marketing experience, Dora is the driving force behind building parcelLab’s brand.
- Ending the post-purchase silence by offering customers more choice
- Supply chain crisis: no Christmas presents this year?
- Is the fashion industry true to its sustainability promises?
Salman Raza
Salman Raza is a biomedical engineer, has an MBA in innovation management & entrepreneurship and a MS in strategic management. He is also a certified international auditor and consultant. Through his consulting company Razalution Bureau; he leads training and workshops on soft skills and leadership development.
Ben Booth
Ben Booth is CEO and co-founder of MaxContact, one of the UK’s fastest-growing contact centre specialists. He has over 20 years of experience helping businesses across multiple industries transform customer and agent experiences.
- Why proactive customer service is crucial during the cost-of-living crisis
- How to look after your vulnerable customers fairly?
- 2023 look ahead – why AI and workflow automation will be key