by Megan Selva
Date Published January 31, 2017 - Last Updated December 6, 2017


  • I will stop doing things the same old way because “that’s the way we’ve always done it.”
  • I will never say, “Have you tried turning it off and on again?” to a customer again.
  • When I wake up, I will repeat five times, “It’s not the network.” (I will still think, “It’s the network.”)
  • I will drink less coffee.

Here at HDI, we want to help you keep your New Year’s resolutions (well, most of them—we won’t hold you to that “drink less coffee” nonsense)! To help you start your year off right, we’ve compiled a list of the top 25 thought leaders in technical support and service management.

In December, we asked you to vote for your favorite thought leaders on Twitter and/or LinkedIn. Tweet, post, blog, you name it—we wanted to know who’s having an impact on the way we think about technical support and service management today. These individuals are active in the technical support and service management community, as practitioners and/or consultants, and every day they share insights on the challenges you face and the future of the industry. If you aren’t following these thought leaders now, you should be!

Congratulations to everyone who made the inaugural Top 25, and many thanks to everyone who cast a vote. If there’s someone you think should be on this list, don’t despair. We’ll be taking nominations for the 2017 list later this year! And now, in alphabetical order, here they are.

Top 25 Thought LeadersTop 25 Thought Leaders in Technical Support
and Service Management


Claire Agutter@ClaireAgutter | LinkedIn

Aprill Allen | @knowledgebird | LinkedIn

Roy Atkinson | @RoyAtkinson | LinkedIn

Patrick Bolger | @PatB0512 | LinkedIn

Nate Brown | @customerisfirst | LinkedIn

Brandon Caudle | @brandoncaudle | LinkedIn

Dr. Mauricio Corona | @MauricioCorona | LinkedIn

John Custy | @ITSMNinja | LinkedIn

Troy DuMoulin | @TroyDuMoulin | LinkedIn

Karen Ferris | @Karen_Ferris | LinkedIn

Gregg Gregory | @TeamsRock | LinkedIn

Matt Hooper | @VigilantGuy | LinkedIn

Kirstie Magowan | @KirstieMagowan | LinkedIn

Stephen Mann | @StephenMann | LinkedIn

Julie Mohr | @JulieMohr | LinkedIn

Simone Jo Moore | @simonejomoore | LinkedIn

Ryan Ogilvie | @ryanrogilvie | LinkedIn

Barclay Rae | @BarclayRae | LinkedIn

Stuart Rance | @stuartrance | LinkedIn

David Ratcliffe | @PinkerDavid | LinkedIn

Jeff Rumburg | @MetricNet | LinkedIn

Greg Sanker | @gtsanker | LinkedIn

Jeff Toister | @toister | LinkedIn

Phil Verghis | @Phil_Verghis | LinkedIn

Jeremy Watkin | @jtwatkin | LinkedIn

Megan Selva is the content manager at HDI. In this role, she is responsible for managing the overall content strategy, overseeing the development of new products, and ensuring that HDI's content meets the needs of the technical service and support community. Megan has been with HDI since 2006. Prior to taking on this role, Megan was the senior editor responsible for SupportWorld, the Industry Insider newsletter, general content editing, and corporate editing; before that, she was the training courseware editor and a member services representative in the Customer Care Center. Megan received her MPS in publishing from The George Washington University and her MA in history from the University of Guelph in Ontario. 

Tag(s): desktop support, customer experience, metrics and measurements, service management, support center, supportworld, technology, workforce enablement


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