Andrew Gilliam



Andrew Gilliam is a passionate customer experience innovator and change agent, with a background in IT support and customer service. As one of HDI's in-house subject matter experts, he writes and speaks about service management, technical support, and contact center trends and best practices. Andrew was among ICMI's 2019 Movers & Shakers and Top 50 Thought Leaders for multiple years, and he maintains several HDI and CompTIA certifications, including CASP+. Follow @ndytg on Twitter, connect with him on LinkedIn, and discover more at

Recent articles

  • I Can Hear You Smiling: Emotionally Aware Support for Emotionally Exhausting Times
  • Keep Your Career Moving Forward
  • Crisis Communication Advice for Service and Support Leaders
  • Build an Emergency Response Team for Your Business
  • In Case of Emergency: 5 Tips to Enable Remote Work
  • Check the Box: Making Customer Experience Surveys More Actionable