Roy Atkinson

The holder of this credential successfully placed within the Top 10 thought leaders and influencers in this category based on their personally-authored content, awards and recognition. Thinkers360 takes a holistic view of thought leaders and experts, beyond their social media activity, and looks across all their personas – such as academic, advisor, analyst, author, consultant, entrepreneur, executive, influencer and speaker – and all the types of thought leadership content they produce.

2024 leaderboard of thought leaders.

Profiles of 10 leaders who are moving ahead in Customer Experience.
https://smebusinessreview.com/magazine/2024/10-best-cx-leaders-to-watch-2024

With input from our community, we celebrate those who have done great work to build the collective knowledge base of the technical support and service management profession.
Roy Atkinson: "“Roy continues to challenge [us] in conversations. No matter the topic, his depth in philosophy, expertise in tech, human focus, he always asks the questions that make you think past your initial comprehension.”
https://bit.ly/HDI2024ThoughtLeaders

Here’s the Thinkers360 annual leaderboard for our top 50 global thought leaders and influencers on Customer Experience for 2023. Congratulations to all our CX influencers who participated!

"Each year we put out a call to the HDI community for their nominations for HDI’s Top 25 thought leaders. Those who made the list were nominated because they are generous with sharing their time and knowledge to help us all do better in the IT service and support industry."
https://www.thinkhdi.com/library/supportworld/2022/hdi-thought-leaders-2023.aspx

"With input from our community poll, we celebrate those who have done great work to build the collective knowledge base of the IT service and support industries. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience."
https://techsee.me/blog/customer-service-influencers/

The CX Community Is Full Of Insight. But Who Are The Most Influential Experts? And Who Should You Follow In 2022?
To find out, we used SparkToro to discover the most influential people in Customer Experience based on social interactions & more.
Thanks to the 42 most influential voices in CX who are driving our industry forward. CX wouldn't be the same without you.
Chattermill has created this list for 2022 to bring you an intelligent, data-led view of who the most influential people… Show more

The CX Community Is Full Of Insight. But Who Are The Most Influential Experts? And Who Should You Follow In 2022?
To find out, we used SparkToro to discover the most influential people in Customer Experience based on social interactions & more.
Thanks to the 42 most influential voices in CX who are driving our industry forward. CX wouldn't be the same without you.
Chattermill has created this list for 2022 to bring you an intelligent, data-led view of who the most influential people are within CX today.

To achieve this, we used SparkToro’s audience research tool, using the criteria of “my audience frequently talks about customer experience” to discover who the most influential people are in the space.

We then filtered out any corporate/company accounts so that we could see who the influential people are in CX. We also filtered out people who aren’t directly involved within the CX, or customer-focused spaces.
https://chattermill.com/blog/customer-experience-experts-you-should-be-following Show less

Today, almost all companies, irrespective of the industry they operate in, give special attention to customer service and make rigorous efforts to ensure customer success. Considering this scenario, it would be essential for companies to follow some of the leading customer service experts and learn from their experiences.

This will help you stay up to date with the trends and best practices of customer service. In this article, we have curated a list of the top 30 customer service… Show more

Today, almost all companies, irrespective of the industry they operate in, give special attention to customer service and make rigorous efforts to ensure customer success. Considering this scenario, it would be essential for companies to follow some of the leading customer service experts and learn from their experiences.

This will help you stay up to date with the trends and best practices of customer service. In this article, we have curated a list of the top 30 customer service experts you should start following to learn more and gain better insights into the industry.
https://www.smartkarrot.com/resources/blog/top-customer-service-experts/ Show less

Recently, we asked for your help in identifying the people in the technical support and service management industry who you turn to for guidance. These industry experts challenge us to provide better service and support for our customers, elevate our businesses, implement leading edge technology, and improve processes so all our stakeholders can benefit.

No matter what profession you are in, staying up to date on current trends and aligning yourself with the knowledge of the best in the industry is essential for being successful.
https://blog.vipdesk.com/blog/10-cx-thought-leaders-you-need-to-stay-in-tune-with-the-pulse-of-the-industry

"We’ve got quite a few friends in the customer service world who inspire us. The list below is a sample of some of our favorite smart people who keep us on top of our game."
https://www.nicereply.com/blog/customer-service-experts/

You helped us identify those who have influenced you the most and helped you advance your career. We tabulated and curated your votes, and are pleased to present the Top 25 Thought Leaders in Technical Support and Service Management...
https://www.thinkhdi.com/library/supportworld/2021/hdi-top-25-thought-leaders-of-2021.aspx

The new normal has turned our world upside down, and it hasn’t exactly been a cushy gig. However, in this time of doubt and uncertainty, contact center thought leaders have been doing great work keeping their communities updated.
https://shelf.io/2020/08/18/top-ten-cx-contact-center-influencers-you-need-to-follow/

Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level. They have not only brought new perspectives on the table but have redefined the customer experience exceptionall
https://www.surveysensum.com/blog/top-150-global-customer-experience-thought-leaders-and-influencers-of-2020/#RoyAtkinson

"We’ve chronicled 50 distinguished customer service experts in the world. They’ve made notable contributions to advance the customer experience. With their help, they’ve given a louder voice for the customer in the boardrooms around the world."
https://www.nextiva.com/blog/customer-service-experts.html

Twitter is the go-to platform for industry experts and influencers to share their perspective and ideas on the latest trends, technologies and events...Ready to get more ITSM insight? Check out these 10 influential ITSM experts who are acclaimed on Twitter.`
https://www.bmc.com/blogs/itsm-experts-influencers/

Last month, we asked members of our community to nominate their favorite thought leaders for this year’s list. We've tallied the hundreds of votes and read through your comments, and now we’re thrilled to unveil the 2020 class of honorees.
“Roy is a leading light in the contact center, technical support, and service management spaces. If you want to know where we’ve been, where we’re going, and why, you should be following… Show more

Last month, we asked members of our community to nominate their favorite thought leaders for this year’s list. We've tallied the hundreds of votes and read through your comments, and now we’re thrilled to unveil the 2020 class of honorees.
“Roy is a leading light in the contact center, technical support, and service management spaces. If you want to know where we’ve been, where we’re going, and why, you should be following Roy.”
https://www.icmi.com/Resources/2020/top-50-thought-leaders-2020 Show less

We’ve all come a long way since 2010, but we couldn’t have done it without some of the most prolific influencers to ever lay hands on a keyboard."
https://fonolo.com/blog/2020/01/top-20-customer-service-blogs-you-have-to-read-in-2020/?ls=web_twitter

The people we honor here lead by example. They are practitioners and consultants. They blog. They speak at conferences and events. They tweet and share their insights on social media. They mentor us in the finer points of leadership, process improvement, and technology implementation. They provide guidance for the industry to help us all improve service delivery and advance our… Show more

The people we honor here lead by example. They are practitioners and consultants. They blog. They speak at conferences and events. They tweet and share their insights on social media. They mentor us in the finer points of leadership, process improvement, and technology implementation. They provide guidance for the industry to help us all improve service delivery and advance our careers.
https://www.thinkhdi.com/library/supportworld/2020/top-25-thought-leaders-technical-support-service-management-2020.aspx Show less

As a leading company in the customer experience space, Panviva is committed to surrounding ourselves with other experts in the field. For the second year, we have identified a list of the top CX thought leaders in the industry. As you read this list, you will extract insights, tips, and strategies to use as your customer service compass on your journey to becoming customer centric.
http://bit.ly/PanvivaCX25

This award, presented annually during the HDI Annual Conference & Expo, recognizes the lasting contributions, leadership, enthusiasm, and tireless efforts of industry luminaries who’ve committed themselves to elevating the reputation of the technical support profession and improving the industry.
https://www.thinkhdi.com/events/awards/ron-muns-lifetime-achievement.aspx

"...we’ve put together a short list of some of the most influential ITSM leaders and ITSM experts of the past year that you should check out in 2019."
https://blog.samanage.com/it-service-management/most-influential-itsm-thought-leaders-2019/

The winners are people who lead by example. They are practitioners and consultants. They blog. They speak at conferences and events. They tweet and share their insights on social media. They mentor us in the finer points of leadership, process improvement, and technology implementation. They provide guidance for the industry to help us all improve service delivery and advance our… Show more

The winners are people who lead by example. They are practitioners and consultants. They blog. They speak at conferences and events. They tweet and share their insights on social media. They mentor us in the finer points of leadership, process improvement, and technology implementation. They provide guidance for the industry to help us all improve service delivery and advance our careers.
https://www.thinkhdi.com/library/supportworld/2019/top-25-thought-leaders-technical-support-service-management-2018.aspx Show less

We’ve rounded up the top 20 thought leaders in the ITSM field. These picks are based on the analyst’s experience, publication, clients, and social reach. Their commentary is incisive, thoughtful, and intelligent.
https://www.sunviewsoftware.com/blog/best-itsm-thought-leaders-of-2018

The ITSM luminaries below regularly offer up service management insights and spark debate with their colleagues in their active social media feeds. Following leaders in this who's-who compilation will provide both new adherents and veterans with lots of food for thought when it comes to the challenges of service management in the era of digital disruption.
https://techbeacon.com/25-itsm-pros-experts-follow-twitter

"Atkinson has vast experience in service desk, desktop support and small-business consulting. He is a Social Media all star and Social thought leader on IT service management and #custserv."
https://www.conversocial.com/blog/the-30-most-influential-people-in-social-customer-service

"As a leader in the customer experience space, we think it's important to surround ourselves with other experts in the field. To that end, we have identified a list of the Top 25 Customer Experience Influencers to Follow."
https://www.prweb.com/releases/2018/05/prweb15511303.htm

"In recognition of your extraordinary efforts and outstanding contribution to the advancement of the technical support industry."
https://www.thinkhdi.com/events/awards/hall-of-fame.aspx

"To help you stay ahead of the competition and embrace any relevant developments in customer service, we have compiled a list of the top 16 customer service movers and shakers that you should read, listen to and follow on social media:"
https://www.millerheimangroup.co.uk/blog/the-top-16-service-movers-and-shakers-you-should-follow/

"We decided to compile a list of some of our favorite training and thought leaders who have accomplished significant feats in today’s industry."
https://medium.com/walkme/top-10-training-thought-leaders-5f222e8390

Finding and following call center experts to learn from their experience can save you time, money, and frustration. It enables you to learn what works and what is mostly hype without having to run all those tests yourself. Influencers also keep you abreast of trends to see where the industry is headed.
https://blog.capterra.com/cant-miss-call-center-influencers-to-start-following-today/

"Having a well rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game...The list below is a sample of some of our favorite smart people who keep us on top of our game. We’ve linked each person to their Twitter feed so you can follow them."
https://www.nicereply.com/blog/customer-service-experts/

The votes have been tallied, and the results are in for the Top 25 Thought Leaders in Technical Support and Service Management for 2017. The winners are people who lead by example. They are practitioners and consultants. They blog. They speak at conferences and events. They tweet and share their insights on social media. They mentor us in the finer points of leadership, process improvement, and technology implementation. They provide guidance for the industry to help us all improve service… Show more

The votes have been tallied, and the results are in for the Top 25 Thought Leaders in Technical Support and Service Management for 2017. The winners are people who lead by example. They are practitioners and consultants. They blog. They speak at conferences and events. They tweet and share their insights on social media. They mentor us in the finer points of leadership, process improvement, and technology implementation. They provide guidance for the industry to help us all improve service delivery and advance our careers.
http://www.thinkhdi.com/library/supportworld/2018/top-25-thought-leaders-technical-support-service-management-2017.aspx Show less

For four years now, ICMI has compiled a list of the top 50 thought leaders to follow on Twitter. In keeping with this now time-honored tradition, we asked members of our community to nominate their favorite thought leaders for the 2017 list.
http://www.icmi.com/Resources/Social-Media/2017/12/ICMI-Top-50-Thought-Leaders-2017

A ‘thought leader' in the IT Service Management (ITSM) world focuses on a very specific area within IT. So what is a thought leader? How do insights from these people apply to my job? What can I learn from this group? ...with their in depth ITSM knowledge, they can provide a wealth of knowledge and insight on current trends and valuable predictions about where ITSM is headed.

"Keeping a pulse on emerging technologies, new trends and best practices, and industry discussions can help inspire you and your organization’s transformation efforts. Luckily, there are dozens of industry experts who can offer some of that needed inspiration...we feature 25 IT and ITSM experts to watch this year for industry insights, best practices, and examples of how to lead transformation efforts within your… Show more

"Keeping a pulse on emerging technologies, new trends and best practices, and industry discussions can help inspire you and your organization’s transformation efforts. Luckily, there are dozens of industry experts who can offer some of that needed inspiration...we feature 25 IT and ITSM experts to watch this year for industry insights, best practices, and examples of how to lead transformation efforts within your organization."
https://www.cherwell.com/blog/25-it-service-management-experts-to-watch-in-2017 Show less

https://blog.sysaid.com/entry/20-best-itsm-people-follow-twitter/

We have compiled the following list of customer service experts so that you don’t have to. By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter.

"Many published 'lists' are composed using an algorithm and lack a human perspective," says Justin Robbins, community director, HDI. "At HDI, we chose to survey the tech support community, asking for their opinions on who has made a significant impact on the industry. The outcome is a list of all-stars that are shaping the future of our industry...
http://www.prnewswire.com/news-releases/hdi-unveils-top-25-thought-leaders-in-technical-support-and-service-management-300400774.html

For the past three years, ICMI has compiled a list of the top 50 thought leaders to follow on Twitter. In keeping with tradition, we asked members of our community to nominate their favorite thought leaders for this list. If you’re not doing so already, we highly encourage you to find each of these thought leaders on Twitter, and follow them for regular insight, advice, and customer service humor.
http://www.icmi.com/Resources/Social-Media/2016/12/ICMI-Top-50-Thought-Leaders-2016

"We were very interested in seeing which brand and individuals were leading the discussion around IT service management, so we analysed over 21K tweets from mentioning the key words: “IT Service Management OR ITSM OR ITServiceManagement OR ITOM OR IT Operation Management OR ITOperationManagement”. We then identified the top 100 most influential brands and individuals leading the discussion on Twitter."
http://www.onalytica.com/blog/posts/it-service-management-top-100-influencers-and-brands/

We’ve opened the annals of Social Media stars from inception until now and compiled a list of the thought leaders, innovators and trailblazers who have had the greatest impact on Social Customer Service. What started as a platform for customers to to vent every qualm to an endless sea of fellow social users, social has now matured into a series of dedicated channels that are just as sophisticated and diverse as its… Show more

We’ve opened the annals of Social Media stars from inception until now and compiled a list of the thought leaders, innovators and trailblazers who have had the greatest impact on Social Customer Service. What started as a platform for customers to to vent every qualm to an endless sea of fellow social users, social has now matured into a series of dedicated channels that are just as sophisticated and diverse as its users.
http://www.conversocial.com/blog/the-30-most-influential-people-in-social-customer-service Show less

Here is our compiled list of 25 blogs, articles, books and influencers, that aims to give you a large overview of the industry.
https://blog.aircall.io/25-customer-service-books-blogs-influencers/

"Truth is, it's hard to stay up-to-date on all the latest developments in Customer Success. That's why we...decided to build and co-produce a Top 100 List of Influencers in Customer Success for you to follow and learn from."
http://campaigns.mindtouch.com/top100-customersuccess-2016.html

List of top customer experience thought leaders.
http://theoperationsblog.com/2016/04/15-customer-experience-thought-leaders/

The Top 50 Customer Care Influencer list can be found here: http://www.vcaretec.com/blog/the-vcare-top-50-customer-care-influencers/

We’re incredibly grateful for the thought leaders who help educate, inspire, and motivate the customer service industry.
http://www.icmi.com/Resources/Social-Media/2015/12/ICMI-Top-50-Thought-Leaders-2015

"The Influencers we’ve chosen span many industries, and each has their own unique vision for driving customer success within an organization. Each Influencer creates and shares content that delivers insight into what today’s most successful organizations are doing to reap the rewards of a customer-centric culture."
https://mindtouch.com/blog/2015/05/06/mindtouch-reveals-the-top-100-influencers-in-customer-success

To help you ensure you provide your highest level of Customer Service, we at WittyParrot have created a list of 50 Customer Service Professionals to Follow on Twitter. This is not an exhaustive list of all the great minds in the space, but we feel that these experts can help all of us provide top notch Customer Service to our valued supporters.
http://www.wittyparrot.com/blog/50-customer-service-professionals-to-follow-on-twitter

We have looked into a long list of influential experts, authors, teachers, coaches, consultants, IT professionals, organizations and bloggers contributing to this growing trend. With tools such as Brandwatch, PeerIndex and Klout we have ranked the... most important people in terms of influence, number of mentions and activity.

http://www.getapp.com/blog/the-top-10-most-influential-customer-service-experts-to-follow/

"I have compiled a list of the top 50 contact center thought leaders on Twitter. The people listed below are the voice of the contact center on Twitter, and they regularly share useful content. They’re the people I look to everyday for guidance on all the biggest issues facing the contact center. On this list are best-selling authors, mangers of contact centers both large and small, customer experience consultants, technology practitioners, speakers, and more. Each person on this list does… Show more

"I have compiled a list of the top 50 contact center thought leaders on Twitter. The people listed below are the voice of the contact center on Twitter, and they regularly share useful content. They’re the people I look to everyday for guidance on all the biggest issues facing the contact center. On this list are best-selling authors, mangers of contact centers both large and small, customer experience consultants, technology practitioners, speakers, and more. Each person on this list does their part to help shape, educate, and promote the contact center industry." Erica Strother, ICMI
http://www.icmi.com/Resources/Social-Media/2014/08/Top-50-Contact-Center-Thought-Leaders-on-Twitter
Show less

MindTouch has once again created a Top 50 list of Influencers to identify, chart, and highlight the accomplishments of active thought leaders in the customer success space. Whether you’re B2B or B2C business, you would benefit greatly should you choose to connect and follow these customer success influencers.

http://www.mindtouch.com/blog/2014/04/11/2014-top-50-most-active-influencers-in-cx-customer-experience/

If you are passionate about delivering great customer service, you won’t be able to bypass these top 10 influencers in customer service on Twitter. They inspire and remind us everyday that brands should put their customers in the center of all their activities.
http://blog-en.mila.com/2015/04/13/top-10-influencer-in-customer-service/

To find the influencers, we analysed the network of individuals interacting on Twitter using customer experience hashtags such as #CX, #CXP and #custexp within the context of #BigData. We then used PageRank analysis to calculate the influence of the people within this network
http://www.onalytica.com/blog/posts/big-data-and-customer-experience-top-100-influencers

When it comes to customer experience, there are some thought leaders who are making big strides and providing thought-provoking insights and ideas. To help you get an edge and learn from the best, we’ve done our research (using a variety of tools and good old research) and compiled a list of influencers who know what they’re talking about and are ready to share.
http://blogs.sap.com/innovation/innovation/top-60-customer-experience-influencers-01241899

One of the best ways to cut through the noise is to find a group professionals in the field and learn from them. Luckily, social media makes that easy. Below is a list of 10 thought leaders in the space of customer experience that we recommend following...

http://fonolo.com/blog/2013/09/top-10-tweeters-talking-about-the-customer-experience

"These top 100 professionals include multiple best-selling authors, industry analysts, customer support management, service-oriented company executives, community managers, keynote speakers, bloggers, customer experience architects, media personalities, and consultants. The common thread that binds these service advocates is the unwavering commitment to improve customer experience, and their consistent level of contributions on… Show more

"These top 100 professionals include multiple best-selling authors, industry analysts, customer support management, service-oriented company executives, community managers, keynote speakers, bloggers, customer experience architects, media personalities, and consultants. The common thread that binds these service advocates is the unwavering commitment to improve customer experience, and their consistent level of contributions on Twitter."
http://www.huffingtonpost.com/vala-afshar/the-top-100-most-social-c_b_3652508.html Show less

"This list of 100 twitter handles represents the best of the best tweeting about customer service as nominated by you and scrutinized by our panel of judges. This fantastic list of top influences in the customer service arena entertain, educate and help to promote the industry."
http://www.callcentre.co.uk/customerservice100-customer-service

"These community members are dedicated to recognizing excellence in customer support and service, and pushing forward new ideas and ways to not only deliver excellent customer service, but also measure its impact both in traditional and social business terms."
http://www.mindtouch.com/blog/2011/08/02/the-most-influential-in-customer-service/

"...we’ve put together a short list of some of the most influential ITSM leaders and ITSM experts of the past year that you should check out in 2019."
https://blog.samanage.com/it-service-management/most-influential-itsm-thought-leaders-2019/