Roy Atkinson

Institute Fellow

Roy Atkinson is one of the most recognized thought leaders in IT, service management, and customer experience. 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 on CIO Insight as a “model for the future digital leader” and by Nextiva as one of the “Top 50 Customer Service Experts of the Decade 2010-2020.” He was HDI’s 2019 Lifetime Achievement Award honoree. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Before stepping into his current role as CEO of Clifton Butterfield, LLC, a business advisory firm, he served a Group Principal Analyst for Informa Tech. He is a Professional Member of the National Speakers Association.

In addition to being an avid Formula 1 racing fan, Roy enjoys classic and collector cars, and serves on the board of the Southeastern British Motorcar Owners Club. He is a member of both the Jaguar Society of South Carolina and the Jaguar Club of North America.

Roy has published the following articles on our site:

The Transformation Illusion

A new report titled Killing Time at Work ’22 from Qatalog and GitLab says, “The dramatic workplace shifts of the ... Read More

The AI Promise and the Customer Experience Concern

A month ago, I attended a conference hosted by a well-known provider of Artificial intelligence (AI) based software for contact ... Read More

Digital Transformation: Carts and Horses

On multiple occasions over the past few years, I have written and spoken about technology as an enabler of transformation ... Read More

Transformation and the Value of a Skills Inventory

In a previous article here in the Journal, I wrote about some of the many definitions of digital transformation I’ve ... Read More

A Road Trip, Algorithms, and the Infancy of AI

I’ve always found that travel clears my head. In the middle of a very busy and demanding work schedule, I ... Read More

Digital Transformation and Employee Experience

According to the IBM Smarter Workforce Institute and Workhuman, Employee Experience (EX) is defined as “A set of perceptions that ... Read More

Digital Transformation Is Not a Project

A young student came to the dojo to learn karate-do from the Master. He applied himself and was progressing well, ... Read More

Expand the Vision

If we stand close to a pointillist painting, all we see is a cluster of colored dots. In order to ... Read More

IT Excellence and Digital Transformation

Digital Transformation has a definition problem. The term or it’s shortened form, DX, has become so widespread in so many ... Read More