Brian Cantor is a customer experience and marketing analyst who currently serves as the managing editor and community director of IQPC’s Customer Management IQ, an online advisory portal and publication for professionals in the space.
Brian’s customer management commentaries, which draw inspiration from empirical research and real-world anecdotes rather than antiquated management textbooks, have been called “must-read” resources for call center managers, customer experience leaders, retailers and social media specialists and have been cited by prominent publications like Forbes.  He has also been invited to contribute for leading industry outlets like Social Media Today and Biznology.
Drawing on his events production background with IQPC, Brian also created and produced the successful “Social Media for Customer Management” and “Call Center Success” online event series.
Through the eNewsZone Media Network, an online media company he founded while a freshman in high school, Brian additionally analyzes “backstage” news in entertainment and sports.  His celebrity interviews and industry assessments have been featured by leading outlets like Yahoo!, Perez Hilton, Deadspin and Movieline.
Brian graduated from Harvard University in 2009 as an honors joint concentrator in Sociology and Economics.  He focused on Government as a secondary concentration.
Always game for discussion about customer management, entertainment and sports, Brian is also thrilled to answer questions on fitness and nutrition.  Feel free to contact Brian at brian.cantor@iqpc.comand visit his publication’s homepage at

435 results
of 44
Artificial intelligence is one of the hottest topics in customer experience. But should customer service representatives be worried about losing their jobs?...Full Article »
They're supposed to be about connecting with customers. Why, then, do we let so many customer service interactions turn into heated arguments?...Full Article »
This look at the importance of developing meaningful, emotional connections with customers features comments from executives at CareerBuilder, Mrs. Fields, NetJets, Ritz-Carlton and more....Full Article »
Our top articles from 2016 included a look at the McDonald's customer experience, two pieces on trends for 2017, strategies empowering agents, a review of the Top 5 customer service books and a welcome take on "annoying" customers....Full Article »
Last week, we held our final online summit of the year: CCW Winter Online. If you did not attend live, you missed out on a great exploration into how the contact center function has evolved this year – and how it will continue evolving in the year to come....Full Article »
“If I were to do that, I would be fired.” Is there a more frustrating thing to hear when interacting with a customer service representative? Is there a more illogical thing to hear?...Full Article »
To me, the greatest measure of success was never found in a cash register, but instead on the most important measure of all: a customer’s smile. Debbi Fields (aka "Mrs. Fields") shares her insights in this exclusive CCIQ interview....Full Article »
We compare how Amazon and Jet support customers via web, voice and social channels....Full Article »
All customers are not identical. We remember this reality when developing outbound marketing and sales strategies. We need to stop forgetting it when providing customer service....Full Article »
What do Kramer's feud with a cable guy, funny bottles of barbecue sauce and stolen Friars club jackets say about customer service? Part 11 of our "Lessons From Seinfeld" series has the answers!...Full Article »
435 results
of 44