ICMI's Top 50 Thought Leaders to Follow on Twitter: 2016 Edition

By ICMI editors | Published: December 19, 2016 | Comments

During this season of celebration 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. ICMI's Top 50 Thought Leaders on Twitter

For the past three years, ICMI has compiled a list of the top 50 thought leaders to follow on Twitter. In keeping with tradition, we asked members of our community to nominate their favorite thought leaders for this list. This year we received hundreds of votes and used these criteria to narrow down the selections:

The number of nominations received
The number of followers on Twitter
The frequency, regularity, and relevancy of tweets

Thank you to everyone who cast their votes and helped shape this list, and congratulations to everyone who made the top 50! 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 find each of these thought leaders on Twitter, and follow them for regular insight, advice, and customer service humor. You can download a full roster in PDF form here.

Know someone who deserves to make the cut next year? Stay tuned in mid-2017 for details on the next nomination period!

Without further ado (and in alphabetical order), ICMI’s Top 50 Thought Leaders on Twitter: 2016

Teresa Allen | @TeresaAllen | Customer Service Expert & Speaker
Mike Aoki | @mikeaoki | Customer Service Speaker & Trainer
Roy Atkinson | @royatkinson | Sr. Writer & Analyst, HDI
Chip Bell | @ChipRBell | Keynote Speaker & Author
Alan Berkson | @berkson0 | TEDx Speaker
Mark Bernhardt | @ImMarkBernhardt | Business Analyst & Experience Architect
Jeanne Bliss | @jeannebliss | Cofounder of Customer Experience Professionals Association
Nate Brown | @CustomerIsFirst | Blogger & Speaker
Brad Cleveland | @bradcleveland | Author & Consultant; Senior Advisor, Founder of ICMI
Marsha Collier | @marshacollier | Author & Speaker; Founder & Host of #CustServ chat
Steve Curtin | @enthused | Author & Blogger
Neil Davey | @neilcdavey | Journalist at Sift Media
Jenny Dempsey | @jennysuedempsey | Blogger & Customer Service Manager for DMV.org
Steve DiGioia | @SteveDiGioia | Customer Service Trainer & Coach
Peter Gregg | @pfgregg | Customer Advocate
Susan Hash | @susanhash | Editor of Contact Center Pipeline
Sean Hawkins | @seanbhawkins | Customer Service Leader, Speaker & Speaker
Al Hopper | @AlHopper_ | Co-founder of Social Path Solutions; Co-host of #CustServ chat
Jeremy Hyde | @jeremyhyde_ | Board of Directors for MWCCA
Shep Hyken | @hyken | Keynote Speaker & NYT Bestselling Author
Ian Jacobs | @iangjacobs | Senior Analyst at Forrester
Nancy Jamison | @nancyjami | Analyst at Frost & Sullivan
Doug Lipp | @DougLipp | Keynote Speaker & Author of Disney U
Erica Marois | @ericamarois | Community Strategist, ICMI
Flavio Martins | @flavmartins | COO at DigiCert
Scott McKain | @scottmckain | Keynote Speaker & Author
Dustie Mercer | @Nichole_Mercer | Director of Call Center Operations, Renaissance Dental
Debi Mongan | @debimongan | Customer Service Consultant & Blogger
Blake Michelle Morgan | @BlakeMichelleM | Customer Experience Author & Speaker
Tricia Morris | @triciaemorris | Senior Product Marketing Manager, Microsoft
Kate Nasser | @katenasser | The People Skills Coach
Andrew Neff | @andrewincontact | Chief Marketing Officer at Luminali
Jessica Noble | @jessicajnoble | Customer Experience Transformer
Todd Noftall | @toddmnoftall | Hospitality & Guest Experience Blogger
Leslie O’Flahavan | @LeslieO | E-WRITE Principal
Scott Ontiveroz | @scottontiveroz | Co-host of #Luv4Social chat
Greg Ortbach | @gregortbach | Co-host of #CustServ chat
Nancy Porte | @nporte | VP of Customer Experience at Verint
Bill Quiseng | @billquiseng | Speaker, Blogger and Writer
Sarah Reed | @stealeyreed | Editor of Relate by Zendesk
Jim Rembach | @beyondmorale | Host of the FastLeader Podcast
Justin Robbins | @justinmrobbins | Group Content Director, HDI & ICMI
Julie Rodriguez | @JulieMRodriguez | Contact Center Operations & Training Executive
Patrick Russell | @Patrick_SaaS | Marketer of CCaaS and WFO software solutions
Anna Sabryan | @annasabryan | Product Manager at Oracle
Doug Sandler | @djdoug | Author, Blogger and Host of MrNiceGuy Podcast
Jeff Toister | @toister | Author, Speaker, Blogger and Trainer
Neal Topf | @nealtopf | President of Callzilla
Adam Toporek | @adamtoporek | Customer Service Keynote Speaker
Jeremy Watkin | @jtwatkin | Blogger & Head of Quality for FCR