Roy Atkinson


Roy Atkinson

Bio

Roy Atkinson is one of the most recognized thought leaders in IT, service management, and customer experience. He is a prolific writer, speaker, webinar presenter, and podcaster as well as an industry analyst. His expertise has been featured by The Economist, BizTech Magazine, Social Media Today, Computerworld, Oracle Customer Experience, SAP Business Innovation, and others. He was described on CIO Insight as a "model for the future digital leader" and by Nextiva as one of the "Top 50 Customer Service Experts of the Decade 2010-2020." He was HDI's 2019 Lifetime Achievement Award honoree. Roy formerly served as Group Principal Analyst for HDI and ICMI. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson.


Recent articles

  • Single Point of Contact: Rae Ann Bruno
  • Single Point of Contact: Jason Wischer
  • Emerging Lessons for Executives from the Pandemic
  • ITSM in 2020: Finally Putting People First
  • Single Point of Contact: David Moskowitz
  • SupportWorld Virtual: Take It Away!
  • The Business of Enterprise Service Management
  • Single Point of Contact: Claire Agutter
  • Single Point of Contact: Ben Brennan on Customer Experience for IT
  • Single Point of Contact: Charles Araujo on Digital Transformation
  • Executive Challenge: Changes in Technology
  • Single Point of Contact: Julie Mohr
  • Single Point of Contact: Barclay Rae
  • Single Point of Contact: Michael Kublin
  • Single Point of Contact: Leslie O’Flahavan
  • Single Point of Contact: David Cannon
  • Knowledge Management and Missed Opportunity
  • ITIL 4, Part 2: The Guiding Principles
  • Single Point of Contact: Jeff Toister
  • Single Point of Contact: Donna Knapp
  • Single Point of Contact: Chris Chagnon
  • The Power of Proactive Service and Support
  • ITIL 4, Part 1: Our Language Is About to Change
  • Single Point of Contact: Doug Tedder
  • Single Point of Contact: Phyllis Drucker
  • Single Point of Contact: Stephen Mann
  • Metrics and Storytelling
  • Single Point of Contact: Peter McGarahan
  • Single Point of Contact: Fancy Mills
  • Insight: Contacts per User per Year—and More
  • The State of Technical Support in 2019
  • Single Point of Contact: Simone Jo Moore
  • Stop Asking When AI and Automation Are Coming—They Are Here
  • Single Point of Contact: Gregg Gregory
  • Single Point of Contact: Patti Blackstaffe
  • Cybersecurity: The Latest IT Silo?
  • Single Point of Contact: Jim Bolton
  • Single Point of Contact: Greg Sanker
  • Single Point of Contact: Aprill Allen
  • DevOps and ITSM: Why Are We Arguing?
  • The Impact of Automation on Metrics
  • Preparation for Automation
  • 2017: Another Year Support Didn’t Vanish
  • A Framework Is a Recipe
  • Service Management: Ch-ch-ch-changes
  • Enterprise Service Management: Ensure that Your Tool Can Do ESM Properly
  • Enterprise Service Management: Learn Other Languages
  • Enterprise Service Management: Get Your Own House in Order
  • Enterprise Service Management: Make Sure It’s Not About You
  • Enterprise Service Management: Assessing Your Need for Cultural Change
  • Enterprise Service Management: The Top 5 Things You're Not Doing
  • #HDIchat Recap: How Do SLAs Affect Your Service to the Organization?
  • #HDIchat Recap: What Do Your Customers Really Care About?
  • #HDIchat Recap: What's Your Greatest Challenge?
  • The Trickiness of Benchmarking and Trending Metrics
  • #HDIchat Recap: What's the Biggest Change in Your Support Center in the Last Year?
  • #HDIchat Recap: How Are You Handling Knowledge Management?
  • Good Customer Service and Good Security
  • #HDIchat Recap: How Do You Write Great Email to Customers?
  • Single Point of Contact, Not Single Point of Resolution
  • Why Knowledge Management, and Why Now?
  • Metrics: What’s the “C” in “FCR”?
  • #HDIchat Recap: How Difficult Is It for You to Get the Reports You Want Out of Your ITSM Tool?
  • Increase in Tickets Shows Demand for Desktop Support
  • #HDIchat Recap: What Channels Are You Adding or Considering for Support?
  • #HDIchat Recap: What's the Buzz in Your Organization?
  • Communication Is Always the Key
  • #HDIchat Recap: How Do You Keep Raising the Bar for Customer Service?
  • #HDIchat Recap: What Is Your Favorite Metric?
  • #HDIchat Recap: How Do You Get Your Team Obsessed with Service?
  • #HDIchat Recap: How Do You Staff for the Holidays and Year-End?
  • 4 Ways to Better Customer Service
  • Customer Service: Talk the Way People Talk
  • Staff Satisfaction in Technical Support
  • Service Management Is Like Mowing Your Lawn
  • #HDIchat Recap: Are You Seeing Positive Effects from Problem Management?
  • You Cannot Fix Everything
  • Schrödinger’s Ticket
  • #HDIchat Recap: Have You Replaced Your ITSM/Ticket Management Tool?
  • The Mission of Tech Support Has Changed
  • When, How, and Why to Conduct a Metrics Review
  • #HDIchat Recap: I Wish My Staff Understood ______.
  • Focus on Customer Experience: Combining People and Technology to Deliver for Customers
  • Focus on Self-Service: Level 0
  • A Post-FUSION 16 Look at Selecting and Attending a Conference
  • Disabled Technology Is Useless Technology
  • How Valuable Is the Transactional Survey?
  • #HDIchat Recap: What Is Your Organization Investing In?
  • Customer Experience: Banish the Words “Call Deflection”
  • #HDIchat Recap: Are You Looking at the Service Desk from a Customer Experience Perspective?
  • Customer Experience: The What and the How
  • The Employee and Customer Satisfaction Effect
  • Customer Experience: What It Is and Is Not
  • IT Is All About Communication
  • Never Forget Why You Do This
  • #HDIchat Recap: Training
  • Focus on Developments in Desktop Support
  • #HDIchat Recap: When and How Do You Do Your Strategic Planning?
  • Metrics: First Level Resolution
  • Tips and Strategies for Self-Service
  • Focus on Improvement: Making the Case to Your Management
  • How Old Is It in IT years?
  • #HDIchat Recap: What Are Your Key Metrics and Why?
  • Optimize People, Process, and Technology: Using Contractors to Handle Rollouts
  • Focus on Frameworks and Methodologies: They Are Not Mutually Exclusive
  • #HDIchat Recap: What Has Been the Best Thing About 2016 for Your Team?
  • Focus on People: Skills, Training, and Satisfaction in Technical Support
  • Chat for Support: Some Things to Consider
  • #HDIchat Recap: Getting the Most Out of a Conference
  • #HDIchat Recap: Is ITIL Still Relevant?
  • Implementing New Technologies: Systems Thinking
  • 3 Reasons Your Self-Service Site Doesn’t Work
  • Why Excellent Service Is More Important Now
  • Artificial Intelligence: Shifting Work and Shifting Skills
  • Remote Control and the Changing Role of Desktop Support
  • Getting Escalated Issues Addressed
  • Single Point of Contact: Stuart Rance
  • #HDIchat Recap: What Are You Doing to Improve Team Relationships?
  • Gratitude and Productivity at HDI 2018 Conference & Expo
  • #HDIchat Recap: I Wish Our C-Level Execs Understood _________.
  • Focus on Enterprise Service Management
  • #HDIchat Recap: How Do You Create a Successful Service Portal?
  • #HDIchat Recap: How Have You Improved Customer Service in the Past Year?
  • Considering a New ITSM Tool? Remember the Stakeholders
  • #HDIchat Recap: What Is Your Biggest Project Right Now?
  • #HDIchat Recap: Is Your Organization Using Gamification?
  • The Word Is Optimism
  • Customer Service Excellence: Now More Than Ever
  • DevOps and Support: Challenges and Benefits
  • The Value of Time
  • Metrics: The Effects of Shift-Left
  • #HDIchat Recap: What Role Does the Service Desk Play in Information Security?
  • It's Not About the Machine
  • #HDIchat Recap: Which Learning Events Do You Attend and Why?
  • What Happened to Bimodal IT?
  • Metrics and SLAs Redux
  • #HDIchat Recap: Metrics - What Will You Stop Tracking This Year?
  • #HDIchat Recap: How Much Independence Do You Give Your Analysts?
  • #HDIchat Recap: Does the Service Desk Have a Role in Information Security?
  • Is the Automation Storm Coming to the Service Desk?
  • #HDIchat Recap: How Do You Convince Senior Management to Invest in Support?
  • #HDIchat Recap: Have You Rolled Out Windows 10? When Will You?
  • Staffing Ratios for Support: Not the Best Way!
  • It Will Be Different
  • Gain Industry Knowledge Through Networking
  • #HDIchat Recap: How Do You Know Your Support Organization Is Valuable to the Business?
  • Silent Suffering: Why Your Customers Don’t Contact You
  • #HDIchat Recap: How Do You Handle Staff Vacation Time?
  • #HDIchat Recap: Skills-Based Routing or Intelligent Swarming?
  • #HDIchat Recap: Which Skills Are You Looking for When You Hire for the Support Center?
  • #HDIchat Recap: What (If Any) Are Your Plans for Automation?
  • Let’s Be Careful How We Spend Our Money: And Other Tech Support Myths
  • Workforce Enablement: Get Engaged and Go with the Flow
  • The Angry Customer
  • Desktop Support: The Conundrum of Travel Time
  • Metrics: The Effects of Successful Tier 0 (Unassisted) Support
  • Your Chatbot Needs Help
  • When Disasters Strike: Preparation, Planning, and Recovery
  • Level 0.5: Automation and Support
  • #HDIchat Recap: Has Cloud Adoption Changed Support?
  • Support Centers Contribute Value with Problem Management
  • The Mission of Tech Support Has Changed: We Have to Do Better