Roy Atkinson


Roy Atkinson

Bio

Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. In addition to many other lists in 2020, he was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva, one of the “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020” by SurveySensum, and one of the “Top Ten CX Contact Center Influencers You Need to Follow” by Shelf. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. He delights in bringing his years of experience to the community. 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

  • Don’t Deflect When Your Users Expect
  • What to Read About the Future of Working From Home
  • 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: What Do Your Customers Really Care About?
  • #HDIchat Recap: How Do You Get Your Team Obsessed with Service?
  • #HDIchat Recap: How Do SLAs Affect Your Service to the Organization?
  • Customer Experience: What It Is and Is Not
  • Never Forget Why You Do This
  • Good Customer Service and Good Security
  • #HDIchat Recap: How Do You Staff for the Holidays and Year-End?
  • Customer Experience: The What and the How
  • #HDIchat Recap: What Role Does the Service Desk Play in Information Security?
  • #HDIchat Recap: Training
  • Communication Is Always the Key
  • #HDIchat Recap: How Are You Handling Knowledge Management?
  • #HDIchat Recap: What Channels Are You Adding or Considering for Support?
  • #HDIchat Recap: How Difficult Is It for You to Get the Reports You Want Out of Your ITSM Tool?
  • The Employee and Customer Satisfaction Effect
  • #HDIchat Recap: How Do You Keep Raising the Bar for Customer Service?
  • Single Point of Contact, Not Single Point of Resolution
  • Metrics: What’s the “C” in “FCR”?
  • IT Is All About Communication
  • #HDIchat Recap: I Wish My Staff Understood ______.
  • Focus on Customer Experience: Combining People and Technology to Deliver for Customers
  • Disabled Technology Is Useless Technology
  • Customer Experience: Banish the Words “Call Deflection”
  • When, How, and Why to Conduct a Metrics Review
  • Focus on Enterprise Service Management
  • #HDIchat Recap: What Is Your Organization Investing In?
  • How Valuable Is the Transactional Survey?
  • #HDIchat Recap: I Wish Our C-Level Execs Understood _________.
  • #HDIchat Recap: What's the Biggest Change in Your Support Center in the Last Year?
  • #HDIchat Recap: Are You Looking at the Service Desk from a Customer Experience Perspective?
  • #HDIchat Recap: How Have You Improved Customer Service in the Past Year?
  • Metrics: First Level Resolution
  • A Post-FUSION 16 Look at Selecting and Attending a Conference
  • Focus on Developments in Desktop Support
  • #HDIchat Recap: When and How Do You Do Your Strategic Planning?
  • Staff Satisfaction in Technical Support
  • Schrödinger’s Ticket
  • Tips and Strategies for Self-Service
  • Focus on Improvement: Making the Case to Your Management
  • The Trickiness of Benchmarking and Trending Metrics
  • Service Management Is Like Mowing Your Lawn
  • #HDIchat Recap: How Do You Create a Successful Service Portal?
  • Focus on Self-Service: Level 0
  • #HDIchat Recap: How Do You Write Great Email to Customers?
  • #HDIchat Recap: Are You Seeing Positive Effects from Problem Management?
  • The Mission of Tech Support Has Changed
  • Why Knowledge Management, and Why Now?
  • #HDIchat Recap: Have You Replaced Your ITSM/Ticket Management Tool?
  • You Cannot Fix Everything
  • Chat for Support: Some Things to Consider
  • #HDIchat Recap: Getting the Most Out of a Conference
  • Implementing New Technologies: Systems Thinking
  • #HDIchat Recap: Is ITIL Still Relevant?
  • Artificial Intelligence: Shifting Work and Shifting Skills
  • 3 Reasons Your Self-Service Site Doesn’t Work
  • Gratitude and Productivity at HDI 2018 Conference & Expo
  • Why Excellent Service Is More Important Now
  • #HDIchat Recap: What (If Any) Are Your Plans for Automation?
  • #HDIchat Recap: Which Skills Are You Looking for When You Hire for the Support Center?
  • #HDIchat Recap: Skills-Based Routing or Intelligent Swarming?
  • #HDIchat Recap: How Do You Handle Staff Vacation Time?
  • The Angry Customer
  • Let’s Be Careful How We Spend Our Money: And Other Tech Support Myths
  • Workforce Enablement: Get Engaged and Go with the Flow
  • Desktop Support: The Conundrum of Travel Time
  • The Word Is Optimism
  • #HDIchat Recap: Is Your Organization Using Gamification?
  • Customer Service Excellence: Now More Than Ever
  • Metrics: The Effects of Shift-Left
  • Focus on Frameworks and Methodologies: They Are Not Mutually Exclusive
  • The Value of Time
  • DevOps and Support: Challenges and Benefits
  • #HDIchat Recap: What Is Your Biggest Project Right Now?
  • Considering a New ITSM Tool? Remember the Stakeholders
  • Optimize People, Process, and Technology: Using Contractors to Handle Rollouts
  • Focus on People: Skills, Training, and Satisfaction in Technical Support
  • #HDIchat Recap: What Has Been the Best Thing About 2016 for Your Team?
  • How Old Is It in IT years?
  • #HDIchat Recap: What Are Your Key Metrics and Why?
  • #HDIchat Recap: How Much Independence Do You Give Your Analysts?
  • #HDIchat Recap: Have You Rolled Out Windows 10? When Will You?
  • #HDIchat Recap: How Do You Convince Senior Management to Invest in Support?
  • Staffing Ratios for Support: Not the Best Way!
  • #HDIchat Recap: How Do You Know Your Support Organization Is Valuable to the Business?
  • It's Not About the Machine
  • Gain Industry Knowledge Through Networking
  • It Will Be Different
  • Remote Control and the Changing Role of Desktop Support
  • Silent Suffering: Why Your Customers Don’t Contact You
  • #HDIchat Recap: Does the Service Desk Have a Role in Information Security?
  • #HDIchat Recap: What's the Buzz in Your Organization?
  • Increase in Tickets Shows Demand for Desktop Support
  • 4 Ways to Better Customer Service
  • Customer Service: Talk the Way People Talk
  • Getting Escalated Issues Addressed
  • Single Point of Contact: Stuart Rance
  • Is the Automation Storm Coming to the Service Desk?
  • #HDIchat Recap: What's Your Greatest Challenge?
  • #HDIchat Recap: What Is Your Favorite Metric?
  • Your Chatbot Needs Help
  • Metrics: The Effects of Successful Tier 0 (Unassisted) Support
  • When Disasters Strike: Preparation, Planning, and Recovery
  • The Mission of Tech Support Has Changed: We Have to Do Better
  • Support Centers Contribute Value with Problem Management
  • #HDIchat Recap: Has Cloud Adoption Changed Support?
  • Level 0.5: Automation and Support
  • #HDIchat Recap: What Are You Doing to Improve Team Relationships?
  • #HDIchat Recap: Which Learning Events Do You Attend and Why?
  • #HDIchat Recap: Metrics - What Will You Stop Tracking This Year?
  • Metrics and SLAs Redux
  • What Happened to Bimodal IT?