Jenny and Jeremy Are 2017 ICMI Thought Leaders

Each year ICMI accepts nominations for and then publishes their list of Top 50 Thought Leaders from the contact center industry. It has been a pleasure to be associated with ICMI through their conferences, webinars, book club, blog, and of course, the regular #ICMIChat Twitter chat every Tuesday at 10am Pacific time.

We are pleased to announce that for the fourth consecutive year, we (Jenny and Jeremy) were honored to be included in the list of thought leaders. We’d like to each take a moment to share our thoughts or acceptance speeches if you will.

Jeremy Watkin

Being included in this list is such an honor. I’m thrilled to call so many folks on this list friends and am regularly challenged by them in my thinking about customer service, customer experience, and contact centers. I’m also a huge fan of ICMI. Not only do they put out great, relevant content and put on a terrific conference, they also have a real heart for building a community of contact center professionals. Finally, congratulations to my partner in crime, Jenny Dempsey. She’s still the most amazing customer service professional I know and it’s always a pleasure to collaborate on this blog and Break the Ice with her each week!

Jenny Dempsey

I have so much gratitude in my heart for ICMI and the community of customer service experts (aka my friends) that I get to learn from and be challenged by on a regular basis. So many times I sit down to write a blog post and wonder, “Is anyone really going to care about what I have to say? I’m not an expert – I only know what I know from experience.” Time after time, the feedback I receive and the stories that are shared with me from something I wrote continues to inspire me to be more authentic with every post. I owe a lot to the awesome Jeremy Watkin for his vision of starting CustomerServiceLife and for us staying consistent with our mission to share.

Finally, be sure to read through the full list of those who were honored and take the time to follow them on Twitter. You won’t be disappointed.

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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