Biographical Information
Patrick Gibbons

Articles By Patrick Gibbons
They're failing to deliver on three key customer demands.
Posted 16 Nov 2017
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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