Top 20 Customer Experience Influencers in the UK in 2025
Customer experience (CX) has become a pivotal differentiator in today's competitive market. These top 20 customer experience influencers in the UK are leading the charge, transforming how businesses connect with customers, leveraging technology, and championing customer-centric strategies across industries.
Here’s the list of the Top 20 Customer Experience Influencers in the UK in 2025:
20. James Scutt
James Scutt is a recognized leader in Experience Management and Customer Experience strategy, serving as Principal XM Catalyst at Qualtrics XM Institute. He is an award-winning chef and a non-executive director, known for his thought leadership in the industry. His posts highlight global events, AI's impact on customer interactions, and the importance of human connection in tech-driven environments. He engages with professionals across various cities, sharing insights and fostering connections in the customer experience field.
Favikon Authority Score: 3 213 pts
19. Daryl D'Cruz
Daryl D'Cruz is a marketing and sales expert focused on customer retention and data-driven strategies. As the founder of Hexdon, he helps B2B brands enhance their CRM and marketing effectiveness. His content emphasizes the importance of customer-centric approaches, leveraging data for actionable insights, and fostering strong relationships. Daryl has a background in data innovation, having previously led marketing teams at Samsung Europe. He actively engages with industry leaders and shares insights on improving customer experiences and retention strategies.
Favikon Authority Score: 3 254 pts
18. Oriana Ascanio
Oriana Ascanio is a Global Marketing Events Manager at Foundever, specializing in customer experience design and business transformation. With over 15 years of experience, she focuses on creating innovative solutions that enhance customer loyalty and drive revenue. Oriana is passionate about collaboration, inclusion, and leveraging technology for better customer engagement. She actively shares insights on social impact and employee experience and is a member of Women in CX, advocating for women's empowerment in the tech industry.
Favikon Authority Score: 3 264 pts
17. David Jackson
David is a recognized expert in customer-led growth within the B2B SaaS sector. As CEO of TheCustomer.Co, he advises senior executives on enhancing customer experiences and driving profitable revenue. He founded the Customer Success Leaders Institute and authored two books on dynamic organizations. His social media presence reflects a commitment to improving customer success practices and addressing industry challenges, often sharing insights on metrics, retention, and the evolving role of customer success departments.
Favikon Authority Score: 3 746 pts
16. Jerry Angrave
Jerry Angrave is a seasoned Customer Experience (CX) consultant specializing in CX strategy and journey mapping. He is the founder of Empathyce and has extensive experience in various sectors, including aviation and pharmaceuticals. Jerry is actively involved in accessibility initiatives, serving as chair of Virgin Atlantic's Accessibility Board and a member of several advisory groups. He frequently shares insights on improving customer experiences and organizational design, emphasizing empathy and strategic alignment in CX programs.
Favikon Authority Score: 3 761 pts
15. Sharon Boyd
Sharon Boyd is a Chief Experience Officer at MetaB3E and Managing Director at MKL CX, specializing in customer experience training and consulting. She has been recognized as a top CX influencer for four consecutive years and is passionate about leadership transformation and emotional intelligence. Sharon actively shares insights on patient experience, resilience, and personal growth through her engaging posts. She is also an author and has contributed to multiple books, emphasizing the importance of authenticity and community support.
Favikon Authority Score: 3 842 pts
14. William Carson
William Carson is the Director of Market Engagement at Ascensos, specializing in customer management and engagement for retail brands. With over 20 years of experience, he focuses on enhancing customer experience (CX) through innovative strategies and data analytics. His LinkedIn posts highlight retail trends, customer service excellence, and the importance of human connection in a tech-driven world. He actively engages with industry peers and shares insights on the evolving landscape of customer experience management.
Favikon Authority Score: 3 950 pts
13. Alex Farmer
Alex Farmer is a Go To Market executive and Chief Revenue Officer at Nezasa, specializing in travel tech. He was the founder of Customer Success Excellence, the world's first awards program dedicated to customer success, which was acquired by Hook in 2025. Alex has a strong background in building sales and customer success teams in high-growth B2B SaaS environments. Recognized as a top influencer in customer success, he is passionate about enhancing customer experiences and driving revenue growth. His posts often highlight industry events, team achievements, and insights into the evolving travel technology landscape.
Favikon Authority Score: 3 981 pts
12. Jamie Thorpe
Jamie Thorpe is a seasoned CX professional with over 25 years of experience, recognized as a leader in customer experience and engagement. He emphasizes the importance of client relationships and actionable intelligence in business. Jamie is actively involved in industry events, often speaking on CX topics and advocating for strong partnerships between agencies and clients. His posts reflect a commitment to enhancing customer experiences and a deep understanding of the evolving CX landscape.
Favikon Authority Score: 4 285 pts
11. Chloe Woolger
Chloe Woolger is a CX Growth Director at Kantar, recognized as a Top 10 CX Professional. She has a strong background in driving brand awareness and optimizing commercial potential across various sectors. Recently, she has shared her personal journey with acute myeloid leukemia, emphasizing the importance of support and awareness for blood cancer. Chloe is also a school governor and actively participates in initiatives like the Women in CX Community, showcasing her commitment to diversity and empowerment in the customer experience field.
Favikon Authority Score: 4 291 pts
10. Katie Stabler
Katie Stabler is a Customer Experience Expert and co-author of the Amazon #1 bestseller, "Customer Experience 2." She is recognized as one of the Top 5 CX Thought Leaders in 2024 and serves as a sought-after keynote speaker and trainer. Katie hosts the UK and International CX Awards and is a member of The CX Lead's Editorial Advisory Board. Her content focuses on customer-centric strategies, employee experience, and the integration of data-driven insights to enhance customer loyalty and satisfaction.
Favikon Authority Score: 4 372 pts
9. Olga Potaptseva
Olga Potaptseva is a customer experience expert focused on aligning people, processes, and technology to enhance customer satisfaction. With a hands-on approach, she has achieved significant operational savings and improved customer satisfaction for various organizations. Olga is recognized as a top CX influencer and actively engages in discussions about emotional intelligence in customer service. She is passionate about creating customer-informed operating models and has been involved in numerous industry events and awards.
Favikon Authority Score: 4 432 pts
8. Christopher Brooks
Christopher Brooks is a Global Customer Experience Management Consultant and the founder of the Customer Experience World Games. He has over 20 years of experience in customer strategy, focusing on improving organizational outcomes through customer-centric practices. Recognized as the CX Influencer of the Year and Culture Champion of the Year for 2024, he shares insights on customer experience, employee engagement, and community building through various platforms, including his podcast, CXSuperheroes.
Favikon Authority Score: 4 588 pts
7. Rav Dhaliwal
Rav Dhaliwal is an accomplished investor and board member with extensive experience in customer success and SaaS. He has played pivotal roles in scaling startups and driving revenue retention, notably at Slack, Zendesk, and Yammer. His expertise includes building high-performing teams, developing trusted relationships with executives, and public speaking. Rav is recognized as a top customer success influencer and actively shares insights on maximizing revenue and customer engagement through various platforms.
Favikon Authority Score: 4 792 pts
6. Steve Towers
Steve Towers is a recognized leader in customer experience and business transformation, with over 40 years of experience. He is the founder of the BP Group, a global network for BPM and CX specialists, and has authored several best-selling books. His expertise includes driving revenue growth, cost reduction, and service uplift through innovative strategies. Steve is a sought-after speaker and advisor, known for his contributions to the fields of customer experience and operational excellence.
Favikon Authority Score: 4 884 pts
5. Cathie Hall
Cathie Hall is the Chief Customer Officer at IFS, focusing on enhancing customer experiences through AI and digital transformation. She is passionate about education and community service, actively involved in initiatives like the IFS Foundation, which aims to improve educational opportunities in Sri Lanka. Cathie shares insights on customer service, innovation, and the integration of AI in business processes, while also celebrating personal milestones with her family and promoting a culture of support and resilience.
Favikon Authority Score: 4 932 pts
4. Adrian Swinscoe
Adrian Swinscoe is a customer experience advisor, speaker, and best-selling author with over 25 years of experience in consulting and strategy. He hosts the Punk CX podcast, where he interviews industry leaders about customer service and experience. His work focuses on helping organizations enhance customer engagement and employee experience through practical insights and innovative strategies. He is also a Forbes contributor and actively participates in industry events, sharing his expertise on customer-centric business practices.
Favikon Authority Score: 5 005 pts
3. Ian Golding
Ian Golding is a Certified Customer Experience Professional and global consultant specializing in customer experience strategy and employee advocacy. He has authored 'Customer What? and has extensive experience across various industries, delivering workshops and speaking engagements worldwide. Ian emphasizes the importance of both customer and employee experiences, advocating for human-centric approaches in business. He is also involved with the Customer Experience Professionals Association, contributing to the advancement of the CX profession.
Favikon Authority Score: 5 150 pts
2. Geoff Ramm
Geoff Ramm is an inspirational customer service keynote speaker and author known for his engaging and entertaining presentations. He has worked with global brands to enhance their customer service experiences, emphasizing the importance of creating memorable interactions. With over 22 years of experience, he has inspired teams across 46 countries, focusing on innovative ideas that drive customer loyalty and recognition. His work includes interactive sessions and keynotes that challenge conventional service norms, making him a sought-after speaker in the industry.
Favikon Authority Score: 5 626 pts
1. Matt Watkinson
Matt Watkinson is a recognized author and CEO specializing in customer experience and strategy. He has written three books, including 'Mastering Uncertainty' and 'The Ten Principles Behind Great Customer Experiences', the latter winning the CMI’s Management Book of the Year. His expertise is sought after in various organizations, and he frequently shares insights on the importance of mastery, craft, and the impact of technology on business. He is also a Senior Visiting Fellow at Cass Business School, London.
Favikon Authority Score: 5 930 pts
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