16 CCaaS Influencers to Follow on Twitter in 2023
Since the start of the decade, contact centers have undergone an incredible transformation, accelerated by the pandemic, and now the expectation of a long-lasting or permanent hybrid work environment for most organizations. Customer service and customer experience analysts and thought leaders suggest that the contact center is “the next big tech frontier,” and reports forecast that the contact center as a service (CcaaS) industry will reach $19.8 billion by 2031, a 16.8% annual growth rate from a $4.3 billion valuation in 2021.
The move to the cloud is becoming a necessity for most, as Gartner has warned that on-premises contact centers will increasingly become technologically inferior compared to their cloud counterparts, resulting in a −12.5% CAGR for on-premises contact center agents.
To stay in the know about cloud contact center innovation in 2023, we’ve curated a list of industry analysts and subject matter experts with more than 2,000 followers on Twitter who frequently tweet about Contact Center as a Service using the hashtag #CCaaS. 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 pulse on the contact center’s evolution.
1. Jon Arnold
Tech Analyst/Owner, J Arnold & Associates
2. Rob Arnold
Program Manager, Unified Communications and Collaboration, Frost & Sullivan
3. Max Ball
Principal Analyst, Forrester
Principal Analyst, Omdia
CEO, Principal Analyst, Metrigy
6. Susan Hash
Contact Center Expert/Writer, LiveVox
Industry Director, Digital Transformation Practice, Frost & Sullivan
Founder, Principal Analyst, ZKResearch
9. Evan Kirstel
Tech Influencer, Chief Digital Evangelist, Cofounder, eViRa Health
Founder, McGee-Smith Analytics
11. Dave Michels
Founder, Principal Analyst, TalkingPointz
12. Dan Miller
Founder, Lead Analyst, Opus Research
13. Liz Miller
VP, Principal Analyst, Constellation Research
14. Jonty Pearce
Founder, Call Centre Helper
15. Blair Pleasant
President, Principal Analyst, COMMfusion
16. Stephanie Watson
GM, Principal Analyst, MZA Ltd.
Interested in curated contact center insights? Download the eBook Contact Center Trends to Watch in 2023. For additional resources, check out the Customer Experience: 2030 Vision Report and Contact Center Predictions for 2023 and Beyond.
