Articles By Patrick Gibbons
Companies should find fresh ways—online communities, analytics, ?journey mapping—to gather customer intelligence.
Big challenges—and big opportunities—lay ahead for customer experience professionals
New tools make us less reliant on surveys, but that doesn't mean they have to go away
Customer experience leaders can make a big impact in their business operations
In service and sales, a proactive approach is key.
Establishing and building relationships is key.
Create a competitive advantage by looking at data through a broader lens.
Gain a fresh perspective by understanding the paths your customers take.
CX professionals must satisfy appetites companywide.
Is there a place for you in this growing field?
Implement an initiative that pays off.
New methods for predicting customers' behavior are changing how we listen to them.
A six-step plan for overcoming common obstacles.
Don't hold out for a magic bullet.
Don't give customers a reason to jump ship.
"Things'll go your way, if you hold on for one more day."—Wilson Phillips, "Hold On"