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Top CX influencers to follow in 2026

Customer experience (CX) is evolving fast—and the leaders defining its future aren’t just keeping up, they’re setting the pace. Across industries, these CX experts are rewriting the playbook on how brands listen, learn, and deliver experiences that build lasting loyalty. 

From thought leaders transforming digital journeys to voices amplifying empathy and inclusion in customer strategy, these are the influencers worth following in 2026. They share one goal: to make every customer interaction smarter, more human, and more impactful. 

1. Blake Morgan – Customer experience futurist and author 

Blake Morgan is a globally recognized futurist, keynote speaker, and author who helps organizations prepare for the next generation of customer experience. Through her books, podcast, and keynote work, she explores how AI, leadership, and innovation intersect to create modern, customer-first cultures. 

Follow if: You want forward-looking ideas on how CX, AI, and leadership intersect across industries. 

2. Annette Franz, CCXP – CX Journey Inc. 

Annette Franz is a CXPA past chair and one of the most respected voices in customer experience transformation. As founder and CEO of CX Journey Inc., she helps organizations embed customer-centricity into their culture and strategy. Her insights span employee engagement, organizational alignment, and long-term CX sustainability. 

Follow if: You believe CX strategy starts with people and ends with performance. 

3. Jeannie Walters, CCXP, CSP – Founder of Experience Investigators 

Jeannie Walters is known for her practical, customer-centered approach to experience design. Through her work with Experience Investigators and her “Micro Moments” framework, she helps brands identify and improve the small but critical interactions that shape loyalty. 

Follow if: You care about customer moments, detective-style analysis of CX touchpoints, and actionable improvement strategies. 

4. Rob Markey – Partner at Bain & Company; host of the Net Promoter System podcast 

Rob Markey is a partner at Bain & Company and one of the creators of the Net Promoter System. As host of the Net Promoter System Podcast, he explores how leading organizations use feedback, loyalty, and data to build long-term customer relationships. His research-driven perspective connects CX to measurable business outcomes.

Follow if: You want practical, research-backed insights into customer loyalty and building customer-centric organizations. 

5. Ian Golding – Customer experience consultant, speaker, and author 

Ian Golding is one of the world’s most trusted CX practitioners and a certified customer experience professional (CCXP). He helps organizations around the globe define, measure, and improve their customer experience strategies. Ian’s training, advisory work, and thought leadership bring clarity and structure to the evolving discipline of CX. 

Follow if: You want hands-on, globally tested insights for embedding customer-centric culture and driving measurable impact. 

6. Stacy Sherman – Customer experience and brand strategist; podcast host 

Stacy Sherman is a leading CX and brand strategist dedicated to humanizing business. As host of the Doing Customer eXperience Right podcast, she interviews leaders who champion authenticity, empathy, and connection. Her work focuses on linking customer experience, employee engagement, and brand purpose into a cohesive, customer-led culture. 

Follow if: You’re interested in actionable strategies for leading with heart and building customer loyalty from the inside out. 

7. Shep Hyken – Chief amazement officer at Shepard Presentations 

Shep Hyken is a Hall of Fame speaker, bestselling author, and one of the most recognized voices in customer service and experience. As chief amazement officer at Shepard Presentations, he helps organizations turn everyday interactions into memorable experiences that drive loyalty. Through books like The Convenience Revolution and I’ll Be Back, Shep teaches how to create customer amazement that lasts. 

Follow if: You believe great customer service is everyone’s job—and want to build a culture where amazement is the standard. 

8. Dennis Wakabayashi – Global voice of CX; host and speaker 

Dennis Wakabayashi, often called “The Global Voice of CX,” is an international speaker, host, and strategist. He focuses on helping brands bridge creativity, technology, and human connection across digital and physical experiences. His energetic storytelling and practical insights make him a go-to voice for modern, globally minded CX professionals. 

Follow if: You want a global perspective on CX transformation and ideas that connect creativity with measurable business outcomes. 

9. Jeanne Bliss – Founder and president, CustomerBliss 

Jeanne Bliss is one of the founding pioneers of the customer experience movement. As president of CustomerBliss and author of Chief Customer Officer 2.0, she has helped hundreds of organizations operationalize customer-centric leadership. Her focus on “earning admiration” has made her a go-to mentor for executives building long-term loyalty strategies. 

Follow if: You value foundational CX leadership and want to make customer-centricity part of your company’s DNA. 

10. Brittany Hodak – Keynote speaker and author of Creating Superfans 

Brittany Hodak is an award-winning keynote speaker, entrepreneur, and author of Creating Superfans. Her work focuses on helping brands turn satisfied customers into passionate advocates. With an engaging mix of storytelling and strategy, she shows how to use personalization and purpose to create loyal, lifelong fans. 

Follow if: You want to learn how to transform customer satisfaction into genuine brand advocacy. 

11. Adrian Swinscoe – Author and CX advisor 

Adrian Swinscoe is known for his straight-talking, people-first approach to customer experience. As the author of Punk CX, he challenges conventional thinking and inspires organizations to simplify, humanize, and innovate their CX efforts. His podcast and writing cut through the noise with practical, experience-led insight. 

Follow if: You want CX advice that’s a little punk, a little practical, and always focused on the human element. 

12. Dan Gingiss – CX speaker, author, and consultant 

Dan Gingiss helps organizations craft memorable, story-driven experiences that drive loyalty and word-of-mouth growth. A former marketing executive, he blends brand storytelling with data-driven CX strategies to help businesses stand out. His podcast, The Experience Maker, offers practical ways to turn everyday customer interactions into marketing gold. 

Follow if: You’re interested in CX strategies that deliver measurable outcomes and create shareable, positive moments. 

13. John DiJulius – President of The DiJulius Group; author and CX consultant 

John DiJulius is a leading authority on customer service and culture transformation. As president of The DiJulius Group and author of The Customer Service Revolution, he helps organizations design and sustain world-class service. His frameworks focus on operationalizing empathy and creating company-wide standards of excellence. 

Follow if: You want to turn service excellence into a business advantage and make CX a core leadership principle. 

14. Colin Shaw – Founder and CEO of Beyond Philosophy; CX consultant and author 

Colin Shaw is a pioneer in connecting behavioral science and customer experience. As founder of Beyond Philosophy, he has spent over two decades helping organizations understand the emotional side of customer decision-making. His Intuitive Customer podcast and books have become essential reading for CX professionals looking to build loyalty through emotional connection. 

Follow if: You want evidence-based CX strategies grounded in behavioral science and real-world results. 

15. Bill Staikos – Customer experience leader; host of Be Customer Led podcast 

Bill Staikos is a respected CX thought leader and podcast host who helps organizations align people, processes, and strategy to create meaningful experiences. Through his Be Customer Led podcast, he showcases conversations with leaders across industries who are redefining what customer and employee experience look like in practice. 

Follow if: You want thoughtful, practitioner-level insights on scaling CX and EX programs that deliver measurable business impact. 

16. Zack Hamilton – CX strategist, keynote speaker, and host of Unf*cking Your CX 

Zack Hamilton brings a bold, unfiltered perspective to customer experience strategy. As host of Unf*cking Your CX, he dives deep into the real-world challenges of modern experience design—helping brands break free from outdated practices and rethink what meaningful, customer-led transformation looks like. Known for his data-driven storytelling and practical insights, Zack is part of a new wave of CX leaders pushing the industry toward transparency, empathy, and measurable results. 

Follow if: You appreciate straight talk, modern CX insights, and a no-nonsense approach to driving real customer impact. 

Conclusion 

The CX landscape continues to evolve, but these leaders make it easier to stay ahead. Whether you’re building a new program, refreshing your feedback strategy, or deepening customer trust, these voices offer inspiration and insight to help you lead with empathy and impact. 

Looking for more? Explore our list of top CX influencers in software and tech for expert voices shaping customer experience in the technology industry. 

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