ICMI's Top 50 Thought Leaders of 2015
Empowering contact center excellence for 30 years!

ICMI's Top 50 Thought Leaders of 2015

During this season of giving and reflection, we’d like to pause and give thanks for the shining lights in the contact center industry.  We’re incredibly grateful for the thought leaders who help educate, inspire, and motivate the customer service industry.

Last year ICMI released its list of the Top 50 Thought Leaders to follow on Twitter.  As we were revisiting the list for 2015, we asked our community to weigh-in, and the votes were plentiful.  Narrowing the list down to 50 was not easy, but we used three criteria:

  • The number of nominations received
  • The number of followers on Twitter
  • The frequency & regularity of tweets

Thank you to everyone who voted, and congratulations to everyone who made the list! We’re thankful to be a part of such a smart and passionate community of professionals!

If you’re not doing so already, we highly encourage you to check out each of these thought leaders on Twitter, and follow them for regular insight, advice, and customer service humor.


Did you make the list? Feel free to right click and save this badge to display on your personal website or social profiles.

1. Marsha Collier | @marshacollier | Author, Speaker, and Founder of #CustServ chat

2. Shep Hyken | @hyken | Customer Service Speaker and Author

3. Kate Nasser | @katenasser |Coach, Trainer, and Speaker

4. Flavio Martins | @flavmartins | VP Ops at @DigiCert, Author of #WinTheCustomer

5. Anna Sabryan | @annasabryan | #SocialMedia & #DigitalMarketing Professional, PM @OracleServCloud

6. Doug Sandler | @djdoug | Professional Speaker, Best Selling Author of Nice Guys Finish First

7. Peter Gregg | @pfgregg | Philanthropist and Customer Service Advocate

8. Bill Quiseng | @billquiseng | Customer Service Speaker and Blogger

9. Rosetta Lue | @rosettalue | @Philly311 Executive Director & @PhiladelphiaGov Chief #CustServ Officer

10. Roy Atkinson | @RoyAtkinson | Customer Service Writer & Analyst

11. Steve Curtin | @enthused | Author of Delight Your Customers

12. Jeanne Bliss | @jeannebliss | Cofounder of Customer Experience Professionals Assoc.

13. Chip Bell | @ChipRBell | Customer Service Expert, Keynote Speaker, and Business Consultant

14. Jeremy Watkin | @jtwatkin | Head of Quality for @1callres & Blogger for @commbetterblog

15. Sheila McGee-Smith | @mcgeesmith | Contact Center/Enterprise Communications Industry Analyst

16. Blair Pleasant | @blairplez | Unified Communications & collaboration and Contact Center Industry Analyst

17. Al Hopper | @AlHopper_ | Co-host of #CustServ chat and Co-Founder of @Social_Path

18. Joshua March | @joshuamarch | Founder & CEO of Conversocial

19. Adam Toporek | @adamtoporek | Customer Service & Customer Experience Fanatic

20. Blake Morgan | @BlakeMichelleM |Customer Experience Advisor, Forbes Write, @SOCAP Board Member

21. Geraldine Gray | @GeraldineGray | Salesforce MVP

22. Mark Bernhardt | @ImMarkBernhardt | Career Student/Practitioner of How Customer Service, Design, PR, Social Media & Web Support Brand

23. Nancy Porte | @nporte | VP of Customer Experience at Verint

24. Alan Berkson | @Berkson0 | TEDx speaker & Influencer Relations @Freshdesk

25. Greg Ortbach | @gregortbach | Sr. Account Manager @Arcanebrand in #LdnOnt & Co-host of #CustServ chat

26. Sean Hawkins | @SeanBHawkins | Customer Service Manager and Speaker

27. Ian Jacobs | @iangjacobs | Senior Analyst at Forrester

28. Greg Yankelovich | @piplzchoice | Customer Experience IQ Blog

29. Jodi Beuder | @cx_jodi | Marketing & #CX Fanatic, Founder of jb&co

30. Brad Cleveland | @bradcleveland | Author and Consultant, Former President & CEO of @CallCenterICMI

31. Andrew McFarland | @andy_mcf |Author, Blogger @ Pivot Point Solutions

32. Nancy Jamison | @nancyjami | Contact Center Analyst at Frost & Sullivan

33. Mike Aoki | @mikeaoki | Contact Center Trainer and Speaker

34. Sarah Stealey Reed | @stealeyreed | Editor of @JoinRelate

35. Jeff Toister | @toister | CPLP, Author of Service Failure, Blogger: Inside Customer Service

36. Andrew Neff | @Andrewincontact | VP at Keynomics

37. Erica Strother Marois | @ens0204 | Community Specialist at @CallCenterICMI, Founder of #ICMIchat

38. Tricia Morris | @triciaemorris | Customer Service Blogger

39. Leslie O’Flahavan | @LeslieO | E-WRITE Honcho & Writing Teacher

40. Darren Prine | @darrenprine | Providing Information on Cloud Based Contact Center Solutions

41. Jenny Dempsey | @jennysuedempsey | #CustServ @dmvorg & Writer @commbetterblog

42. Justin Robbins | @justinmrobbins | Community Director @ThinkHDI & @CallCenterICMI

43. Jess Greene Pierson | @JGPierson | Customer Experience at Insightly

44. Nate Brown | @CustomerIsFirst | Customer Service Experience Blogger and Speaker

45. Paul Stockord | @paulstockford | Contact Center Industry Analyst

46. Monica Norton | @monicalnorton | Content marketer, editor, and writer (@Zendesk @JoinRelate)

47. Neal Topf | @nealtopf | President of @Callzilla

48. Jessica Noble | @jessicajnoble | Strategy & Customer Experience Consulting Leader

49. Mike Maffei | @CxCallCenters | Founder of @Aledium

50. Kevin Hegebarth | @kghegebarth | Marketing VP @hireiqinc

Topics: Social Media, Learning & Development


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