Patrick Gibbons

CX Trends – What’s changing (and what isn’t) in 2018

As the end of the year approaches, it’s time for the all-too-familiar projections for the coming year. It’s the time where everyone considers what...

What customer intelligence will you rely on in 2020?

At the recent CXPA Insight Exchange conference in Atlanta, I gathered input from attendees to learn more about the sources of customer intelligence they...

CX Measurement – What do you measure and why?

Get ready, because I'm going to ramble at bit.  I recently attended a networking meeting with about a dozen customer experience (CX) professionals and our...

Getting employees engaged CX

"How can I get our employees more engaged in our customer experience efforts?" That question was raised in a networking meeting with about a...

Time for a talk with your survey?

Surveys have long been the standard for gathering customer insights. And with good reason! They are easy to issue, a great way to obtain...

CX Storytelling – 8 questions to understand your audience

As customer experience leaders we're often called upon to make presentations to help our colleagues better understand and serve our customers. These often involve...

CX leaders – What’s your story?

Customer experience leaders are often called upon to do presentations. But what they deliver should be a story.  What's the difference? PRESENTATION:What comes to mind when...

Customer Experience in 2039?

I just finished reading our company's Report to Stakeholders and noticed a closing message from our CEO Steve Walker, "I look forward to celebrating...

Storytelling lessons from church

If you are a customer experience professional then you are likely called upon to make a number of presentations. And if that is the...

15 questions to deliver easier customer experiences

Our firm recently published an interesting B-to-B focused report on the importance of making it easy for your customers to do business with your...

Making it easy for customers is pretty difficult!

At a time when everyone is longing for simplicity, it seems the world has gotten very complex. Consider a few examples: Beer - 25 years...

Foolish CX – What are our top blunders?

April Fools' Day will be here soon and I'm getting ready! No, I'm not planning any practical jokes to spring on my colleagues. However, we...

The athlete’s view

Like many, I've been watching the Olympics for the past week or so. In particular, I have been intrigued with the coverage which consists...

The biggest benefit of Journey Mapping

What do you think is the biggest benefit of journey mapping? This is fresh on my mind since I recently participated in a journey mapping...

‘The CFO has been in charge far too long!’

Those were the words of a chief customer officer in a recent discussion about trends in customer experience management. It reminded me of the...

Working through others to drive customer-focused results

Over the past few weeks I have contributed a series of blogs featuring several personas, or key individuals that are the most common and...

David – The customer-focused executive

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a...

Holly – The customer-focused product manager

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a...

Dan – The customer-focused sales professional

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a...

Cindy – The customer-focused technical support specialist

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a...

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