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Driving Change in the Service and Support Industry: A Panel featuring the HDI Strategic Advisory Board

Moderator: Roy Atkinson, CEO, Clifton Butterield, LLC

Tuesday, November 9, 2021 | 4:45pm - 6pm EST

Despite decades of dire predictions of the death of support, and as we emerge from a challenging year, it’s clear that service and support is a thriving profession. Yet for all that’s changed in the past year, there’s more change on the horizon – automation, machine learning, artificial intelligence and the role of human intelligence, new skills and opportunities, etc. In this panel discussion, featuring members of the HDI Strategic Advisory Board, thought leaders and professionals from diverse industries will share their key priorities and future plans, explaining the rationale behind those priorities and how they plan to achieve their goals. Walk away with ideas and insights to apply to your own strategic goals and action plans.

Panelists:

Nassar Nizami

Nassar Nizami
Executive Vice President, Chief Information and Digital Officer
Thomas Jefferson University and Jefferson Health
Marni Casanova

Marni Casanova
Director, End User Support
T-Mobile US, Inc.
Lisa Kemp Jones

Lisa Kemp Jones
Director, Customer Engagement
UCLA IT Services
Stephen Paskel

Stephen Paskel
Head of Chandler Operations – Site Leader
Personal Property-Liability|Service
Allstate
N.J. Robinson

N.J. Robinson
Sr. IT Manager
U.S. Air Force
Jack Simpkins

Jack Simpkins
Head of PNW IT Operations
Facebook

About the Moderator

Roy Atkinson is one of the most recognized thought leaders in IT, service management, and customer experience, and serves as CEO, Clifton Butterfield, LLC, a business advisory practice.

He is a prolific writer, speaker, webinar presenter, and podcaster as well as an industry analyst. His expertise has been featured by The Economist, BizTech Magazine, Social Media Today, Computerworld, Oracle Customer Experience, SAP Business Innovation, and others. He was described by CIO Insight as a "model for the future digital leader." He is one of HDI’s “Top 25 Thought Leaders in Technical Support and Service Management for 2020.” Nextiva named him one of the "Top 50 Customer Service Experts of the Decade 2010-2020" and SurveySensum included him in its list of “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.” He is a Fellow of the Institute for Digital Transformation. Roy was HDI's 2019 Lifetime Achievement Award honoree.

He holds a masters certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson.