Patrick Gibbons
As senior vice president of marketing, Gibbons has global responsibility for definition, branding, and promotion of the company and its solutions. In addition, he works with market leading organizations to develop communication initiatives that engage employees around customer-focused strategies.
Don’t you wish you could be a fly on the wall after one of your presentations? It’s common after a presentation that people will tell…
Like most business professionals, customer experience leaders are commonly called upon to deliver presentations. When we’re preparing, we often think about what we want to…
Just picture your audience in their underwear. This is common advice given to someone who is nervous about public speaking. Taking it a step further,…
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...
At the recent CXPA Insight Exchange conference in Atlanta, I gathered input from attendees to learn more about the sources of customer intelligence they...
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...
"How can I get our employees more engaged in our customer experience efforts?" That question was raised in a networking meeting with about a...
Surveys have long been the standard for gathering customer insights. And with good reason! They are easy to issue, a great way to obtain...
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...
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…
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...
If you are a customer experience professional then you are likely called upon to make a number of presentations. And if that is the...
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...
At a time when everyone is longing for simplicity, it seems the world has gotten very complex. Consider a few examples: Beer - 25 years...
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...
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...
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...
Those were the words of a chief customer officer in a recent discussion about trends in customer experience management. It reminded me of the...
Over the past few weeks I have contributed a series of blogs featuring several personas, or key individuals that are the most common and...
Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a...