Patrick Gibbons

CX Storytelling: Transforming Thought and Action

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 you, “Nice job” or “Good stuff.” But what did they really think? Did they find it valuable? More importantly, did…

CX Storytelling: Context Can Make a Big Difference

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 say. However, sometimes it helps to take a step back and ask, “What is this real...

CX Storytelling – Bring the Right Attitude to Your Next Presentation

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, it is said that Winston Churchill overcame his fear of speaking by picturing his audience naked. It ma...

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 the new year will hold and predicts trends that are worthy of attention. Walker’s December webcast focused on this as its...

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 plan to use in the future. Presented with a board with eight options, I gave three stickers to each participant...

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 topic of the day was metrics and measurement. We each shared some of the things we measure as part of...

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 dozen customer experience professionals from various companies in our local area. All agreed that it's a tough issue. After all,...

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 feedback, secure ratings, establish performance benchmarks, and monitor progress. And yet, there are problems. Customers are inundated with surveys! So maybe...

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 the presentation of survey data, social media commentary, customer service feedback, and other forms of customer intelligence that provide important...

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 you are asked to deliver a presentation about the experience of our customers? I tend to think about preparing…

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 our centennial in 2039." Really -- what will CX look like in 2039? A little context - this past year we...

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 case, it helps to be a good storyteller. After all, people really want to know the story behind the data....

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 company. The report, The Value of Making it Easy detailed the customer interactions that are the biggest trouble spots in five...

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 ago there were only a handle of breweries. Now there are more than 2,500 in the U.S. alone.  Fast food…

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 decided that for one day out of the year we could take a look at the lighter side of customer...

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 of cameras showing the competition from all kinds of different angles. My favorite is when they display the athlete’s perspective....

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 workshop. The workshops are the heart of journey mapping. This is where you visually chart the interactions customers have with...

‘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 many challenges facing customer experience professionals as they strive to bring about real change within their organizations. Here's the context...

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 important users of customer intelligence. These are a few of the key individuals that rely on customer intelligence to succeed...

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 series of blog posts I'm taking a look at several personas representing key users of customer intelligence – their role,...

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