6 Jeremy Sightings in the News

I’ve reached a point where I have a series of miscellaneous updates and announcements that I need to get off my chest, so I’ve elected to combine them all into a single post. Without too much candy coating, here they are:

1. Named a CustomerThink.com Advisor for 2017

That’s right! I have a column on CustomerThink.com. Jenny and I have proudly syndicated our articles on the CustomerThink for a few years now so it was truly an honor when Bob Thompson, CEO and Editor of the site asked me to be an Advisor. Click here to read my column and other articles. CustomerThink also published a press release and an article with 13 Ways to Turn Customer-Centric Theory into Practice which I contributed to.

2. Bold predictions on the ICMI Blog

I had the opportunity to contribute to an article on the ICMI blog titled Bold Predictions: Where the Contact Center Industry is Headed in 2017. I focused on the various technologies fueled by artificial intelligence that are driving efficiency for the contact center. Be sure to read expert opinions from the likes of Sarah Stealey Reed, Al Hopper, Justin Robbins, Scott Ontiveroz, Jim Rembach, Nate Brown, and Patrick Russell.

3. Named a Top 25 Thought Leader by HDI

The Help Desk Institute (HDI) recently unveiled it’s Top 25 Thought Leaders in Technical Support and Service Management and I was incredibly honored to be on it! A huge congratulations to the other deserving folks on this list!

4. Speaking at the #CCExpo17

That’s right, I’ll be in Orlando (and so will Jenny) in May speaking at the 2017 ICMI Contact Center Expo and Conference. I’ll be speaking in two sessions:

Jenny is speaking on “Keeping The Customer Service Rockstars On Your Team.” You’re not going to want to miss that one. Click here to learn more about the conference and shoot me a comment if you’d like a link to sign up at a discounted rate.

5. Fonolo Hangout on BPO Automation

I’m super excited to participate in a live discussion/debate hosted by Fonolo on Thursday, February 23 at 2pm Eastern time titled BPO Automation: Where Do Humans Fit In? This promises to be a great time with Shai Berger, Mark Hillary, Neal Topf, Peter Ryan, and myself. Be sure to register today!

Oh and I also shared my thoughts with Fonolo readers on Avaya’s Chapter 11 Bankruptcy. Check it out.

6. Interview on Amazing Business Radio

It’s no secret that I’m a huge fan of Customer Service Expert, Shep Hyken. Which is why I was thrilled to be interviewed for his Amazing Business Radio show. Click here to listen to the interview in its entirety. Oh and for the record, Shep got his gummy bears — though they weren’t the authentic Oregon kind.

I guess that’s about it for now. It’s been a good month and promises to be a terrific 2017.

Jeremy Watkin is the Director of Customer Experience at FCR, the premiere provider of outsourced call center and business process solutions. He has more than 17 years of experience as a customer service and experience professional. He is co-founder of the Customer Service Life blog and a regular contributor. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.


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