Biographical Information
Patrick Gibbons

Articles By Patrick Gibbons
Storytelling is a reliable, effective tool for representing the customer viewpoint
Posted 01 Mar 2018 [March 2018 Issue]
They're failing to deliver on three key customer demands.
Posted 01 Dec 2017 [December 2017 Issue]
What CX professionals can do to shift the culture.
Posted 28 Aug 2017 [September 2017 Issue]
High-growth companies prioritize CX, and you'll find the following characteristics in those at the helm.
Posted 28 Apr 2017 [May 2017 Issue]
CX can be your best path to a sustainable competitive edge
Posted 01 Feb 2017 [February 2017 Issue]
Promoting your CX initiatives gets employees engaged and improves company performance
Posted 01 Dec 2016 [December 2016 Issue]
When everyone shares the same perspective on customer experience, customers—and the business—win
Posted 01 Sep 2016 [September 2016 Issue]
With CX initiatives, you have to tangibly prove value
Posted 01 May 2016 [May 2016 Issue]
Companies should find fresh ways—online communities, analytics, ?journey mapping—to gather customer intelligence.
Posted 02 Feb 2016 [February 2016 Issue]
Big challenges—and big opportunities—lay ahead for customer experience professionals
Posted 01 Nov 2015 [November 2015 Issue]
New tools make us less reliant on surveys, but that doesn't mean they have to go away
Posted 30 Jun 2015 [July 2015 Issue]
Customer experience leaders can make a big impact in their business operations
Posted 01 May 2015 [May 2015 Issue]
In service and sales, a proactive approach is key.
Posted 01 Feb 2015 [February 2015 Issue]
Establishing and building relationships is key.
Posted 01 Nov 2014 [November 2014 Issue]
Create a competitive advantage by looking at data through a broader lens.
Posted 01 Aug 2014 [August 2014 Issue]
Gain a fresh perspective by understanding the paths your customers take.
Posted 01 Feb 2014 [February 2014 Issue]
CX professionals must satisfy appetites companywide.
Posted 01 Nov 2013 [November 2013 Issue]
Is there a place for you in this growing field?
Posted 01 Aug 2013 [August 2013 Issue]
Implement an initiative that pays off.
Posted 01 May 2013 [May 2013 Issue]
New methods for predicting customers' behavior are changing how we listen to them.
Posted 01 Feb 2013 [February 2013 Issue]
A six-step plan for overcoming common obstacles.
Posted 01 Nov 2012 [November 2012 Issue]
Don't hold out for a magic bullet.
Posted 01 Aug 2012 [August 2012 Issue]
Don't give customers a reason to jump ship.
Posted 01 May 2012 [May 2012 Issue]
"Things'll go your way, if you hold on for one more day."—Wilson Phillips, "Hold On"
Posted 01 Mar 2012 [March 2012 Issue]
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