Biographical Information

Patrick Gibbons

Articles for Patrick Gibbons

10 Traits of Effective CX Leaders

What does it take to lead a customer experience team?

CX Leaders Need to Become Customer Storytellers

Storytelling is a reliable, effective tool for representing the customer viewpoint

B2B Companies Are Falling Behind in Customer Experience

They're failing to deliver on three key customer demands.

Who Makes a Company Customer-Focused?

What CX professionals can do to shift the culture.

7 Signs Your CEO Is Customer-Focused

High-growth companies prioritize CX, and you'll find the following characteristics in those at the helm.

3 Tips for Creating a Customer Experience Advantage

CX can be your best path to a sustainable competitive edge

10 Ways to Get CX Efforts Noticed

Promoting your CX initiatives gets employees engaged and improves company performance

CX Pros and CEOs Must See Eye to Eye

When everyone shares the same perspective on customer experience, customers—and the business—win

How to Sell Customer Experience to a Tough Crowd: Your Colleagues

With CX initiatives, you have to tangibly prove value

Survey Fatigue: Let’s Take the Onus off of Customers

Companies should find fresh ways—online communities, analytics, ?journey mapping—to gather customer intelligence.

CX Pros Can Make Their Mark

Big challenges—and big opportunities—lay ahead for customer experience professionals

Survey Says: Less Is More

New tools make us less reliant on surveys, but that doesn't mean they have to go away

Catalysts for Change

Customer experience leaders can make a big impact in their business operations

The Risky Business of Predictive Analytics

In service and sales, a proactive approach is key.

Five Traits of Exceptional CX Leaders

Establishing and building relationships is key.

Is It Time to Moneyball Customer Experience?

Create a competitive advantage by looking at data through a broader lens.

Drive CX Initiatives with Journey Mapping

Gain a fresh perspective by understanding the paths your customers take.

Hungry for Customer Intelligence

CX professionals must satisfy appetites companywide.

Seven CX Jobs to Watch

Is there a place for you in this growing field?

The Road to Customer-Focused Results

Implement an initiative that pays off.

Voice of the Future Customer

New methods for predicting customers' behavior are changing how we listen to them.

Don't Doom Your VoC Strategies

A six-step plan for overcoming common obstacles.

In Search of the Perfect Metric

Don't hold out for a magic bullet.

The Cloud Effect

Don't give customers a reason to jump ship.

Five Ways to Thrive in a Tough Economy

"Things'll go your way, if you hold on for one more day."—Wilson Phillips, "Hold On"